-Relayed information regarding service desk status to other STSAs and management-Took responsibility for the completion of tasks during shifts-Maintained cleanliness and professionalism in the work area-Ensured quality customer service during shifts-Served as “on-duty manager”-Assisted with auditing tickets and quality assurance (surveys)-Lead projects-Set an example of professionalism, quality service, and attention to detail for otheremployees to follow-Monitored team statistics and addressed issues: -1. Effective communication with each individual in the Call Center -2. Addressed Ticketing issues of technicians on an individual basis-Assisted progression of Call Center Training-Became an open resource to all Call Center employees-Resolved conflicts that arose in the Call Center-Ran Weekly Audits of all Student Call Center Tickets-Ran Bi-Monthly Reports

-Conduct weekly team performance statistics and communicate them to staff and upper management.-Supervised a team of 10 trainers and conducted weekly check-ins.-Audit and maintain a comprehensive 4-week training program featuring hands-on experience and one on one shadowing.-Create and analyze the results of weekly assessments taken by 15 staff members to determine gaps in knowledge and resource needs.-Presented information using various instructional techniques or formats, such as role-playing, simulations, team exercises, group discussions, videos, or lectures.-Assessed training needs through surveys, interviews with employees, and consultation with managers or employees.-Assisted over 800+ customers via IT consultations, information requests, service requests, and incident reports.-Escalated incidents to the proper support team associate when necessary and followed up to ensure completed service.

-Documented incident and resolution information in Team Dynamix ticketing system-Excelled in asking probing questions and researching, analyzing and rectifying problems-Prioritized work-related tasks, such as ticket protocols, and performed as a member of a quick response team -Escalated incidents to the proper support team associate when necessary and followed up with to ensure completed service.-Trained 14 new employees on current Service Center policies and procedures-Led shifts and coordinated shift coverages as needed to support Call Center operations.

-Provided customers with first-level customer/technical support regarding computers, emails, phone connectivity, software or hardware inquiries to resolution or escalated to second-level support-Installed operating systems, software, antivirus programs, and patches to resolve computer-related incidents-Supported classroom platform technology for professors and students

-Prepare incoming first-year students with essential skills needed to succeed in college-Lead large groups of students through all day activities (Social and Service)

-Oversee the operations of the front of the store-Delegate responsibilities to the cashiers and baggers-Monitor the cash flow of the daily operations