• Acts as first point of contact for all IT issues, quickly responding to Team Partner requests for IT service within SLA guidelines.• Serves as primary support for end user access management requests including new employee technology onboarding, account setups, access changes and terminations. Follows established Audit procedures to ensure all employees receive proper access as authorized by their job function.• Accurately triages and categorizes incidents and requests coming into the Service Desk, ensuring all tickets are properly documented in accordance with IT quality guidelines.• Uses remote support tools (Bomgar, BigFix) to further diagnose and troubleshoot issues at remote locations.•Appropriately routes issues not resolved on initial contact to the correct team for resolution, ensuring all troubleshooting and triage steps are documented in the ticketing tool before reassignment.• Partners with Tier 2 and Tier 3 support organizations to ensure proper handoffs and follow through to resolution of customer issues.• Educates end users on self-service support tools and best practices.Assists in documentation of Service Desk troubleshooting procedures that can be shared with the team’s knowledgebase.• Assists in identification of trends in incidents, recommending recurring issues for problem management processes.• May serve as a Service Desk representative on project teams to ensure operational readiness for support new services.

• Monitor incoming support channels for customer issues and promptlyresolve, escalate, or route as necessary• Accurately record, track, and resolve service tickets in ServiceManagement system• Manage a high-volume, fast-paced work queue filled with shiftingpriorities and many simultaneous pieces of work; update open tickets withdetailed information as work advances• Communicate with customers about the status of their open tickets, andescalate problems as necessary• Provide technical support as new technologies are integrated into the HBSteaching and learning portfolio

• Assisted in the preparation for over 25 professor’s classes which helpedimprove the effectiveness and productivity of those courses• Created and updated over 30 ServiceNow tickets to become knowledge-based articles around popular issues• Provided help desk support to over 500 customers around campus withimaging and computer replacement• Helped set up over 80 a/v events in 7-8 campus buildings in a whichrequired multiple tools such as lapel mics, handheld mics, and displaymonitors

-Overlooked an average of 1,000 packages daily and allocated them to the proper storage container -Installed packaging labels on hundreds of packages, ensuring the proper distribution of over 27,000 packages daily -Assisted in the transportation of hundreds of packages to ensure that they reach the proper destination -Collaborated with peers as a team to assure customers received their packages in a timely manner