● Collaborated with 4 interns to successfully develop and deliver a prototype application for quizzes and surveys thatintegrated into the company’s existing software offering.● Worked closely with staff developers to learn React, SQL, and Agile practices.● Designed a database schema, user interface, settings page, and documentation.● Demonstrated leadership by identifying bottlenecks during stand-ups to improve efficiency and quality.● Engaged in cross-functional collaboration by regularly interfacing with engineering and UX teams to incorporatefeedback on the user interface and backend.● Culminated internship with compelling live demo, securing stakeholder buy-in for real world use.

● Promoted to leadership position managing Help Desk’s service management software in first 8 months afterdemonstrating exceptional customer service over phone, chat, and email to all members of the university.● Improved the Help Desk's output through improvements to dashboards used by phone and email agents.● Worked with full-time technologists in quality assurance role when necessary to resolve complex issues or identifyingservice outages impacting campus IT services.● Trained new agents on Cherwell Service Management software and provided positive coaching on proper proceduresfor troubleshooting using our knowledgebase, documenting customer interactions, and interacting with customers.● Protected the security of user accounts by adhering to best practices for Identity and Access Management.

● Built a latency reporting module within ServiceNow, including a user-friendly button and a data table to streamlineissue identification and resolution for technologists.● Created a dashboard using JavaScript to provide quick access to graphs and data for tracking latency.● Assisted with system administration tasks and monitoring the status of the Enterprise Work Delivery program.● Presented project progress and findings regularly to senior stakeholders, securing buy-in for future enhancementsand long-term maintenance.