New Valence Robotics® (NVBOTS) provides automated 3D printing solutions that deliver high throughput production of parts in a wide range of both metals and plastics. Our Mission is to provide fully automated solutions that enable manufacturers and designers to make production quality parts more efficiently and inexpensively than any other additive manufacturing system in the world.

Led a team of 8 professional staff and 15-20 students in providing high level technical assistance on over 100 products and services in a BYOD environment for 40,000+ students, faculty, staff and affiliates in the MIT community. Utilized a diverse set of contact channels including one-to-one walk-ins, email, telephone, remote assistance, in-person site visits and temporary satellite clinics to deliver high quality, customer-focused service that surpassed industry standards for customer satisfaction.* Partnered with service and business owners to develop refined escalation processes based on shared goals and standard practices. Paved the way for ITSM platform SLA development, established accurate customer expectations and achieved the fastest turn around time on cases* Provided technical advice and deployment support for a multi-million dollar project to replace internal wiring infrastructure for 38 on- and off- campus independent residences. Lobbied to replace inadequate uplink with dark fiber links to all houses. Combined, these reduced outages and bandwidth contention related troubles by ninety percent* Created positive community engagements and relationships through social outreach campaigns including: presented to first year students and their parents during orientation, held regular meetings with dorm leadership to understand needs and resolve pain points, and participated in discussion with community-wide IT leadership groups* Regularly engaged in continual service improvement and knowledge management. Planned support, training and testing for new services. Planned and implemented service retirement/sunset. Regularly trained staff on new services, updated support processes, and wrote service documentation* Integrated hiring, training and supervision for Residential Computing Consultant into the main Help Desk student consultant program. Enabled more well-rounded consultants, saved staff time and enabled backup coverage between functional groups

Coordinate computing and networking support for MIT residential population.* First responder for thirty-eight residential houses with class B networks through direct fiber or Transparent LAN service, and for twenty dorms housing 4300+ residents. Trained live-in specialist to manage and support network.* Trained and led student workforce of 20+ Residential Computing Consultants. Developed advertising campaign for hiring and communicating information.* Handled daily Help Desk support requests on a variety of applications and services; served as escalation point for difficult technical questions, policy situations, and customer interactions. Supported site-wide shared computing environment (Athena) and printing infrastructure.

Managed day-to-day activities for a student run walk-ins technology support center and for dormitory on-site technology consultants.* Initiated narrow focus walk-in wireless support and developed it into full service walk-ins support desk.* Managed weekly schedule for employees (10 employees, ~100 man hours)* Supervised full-service repair of student machines as well as remote dormitory network support including: hardware repair, virus removal, data backup and restore, and network connectivity problems.* Wrote MS Campus Agreement download application and web application for hourly scheduling and time tracking/reporting.