Provided assistance to multiple project managers. Compiled reports to be presented for internal distribution for our company and our clients. Ran and monitored incoming service requests, directing where the requests go and insuring they were completed within the requirements set. Set up and directed meetings about service work when things were not completed correctly. Monitored service level agreements to ensure they were met.Assisted in problem management when there were issues for the clients.Managed and compiled a monthly internal newsletter for client.

-Provide level 1 support to internal employees on both internal and external software.-Work as a team to ensure all the Service Desk operating level agreements are being met for the business. -Develop business improvement processes to help reach Service Desk yearly goals.-Work with all internal IT groups to ensure successful communication and release of new software.-Provide queue management for all members of the Service Desk team by monitoring phone system, incoming tickets, recognizing patterns, and scheduling support. -Contribute to the hiring process by conducting phone interview and assisting in group interviews.-Assist with training and mentoring new hires through their onboarding process.Configuration Manager-Audit and update the Configuration Items in the CASDM ticketing system.-Create processes for developing new Configuration Items, updating Configuration Items, and retiring Configuration Items.Xtraction Analyst-Develop and generate reports based on the CASDM ticketing system.-Used Boolean logic to create reports for the entire McGladrey BP&T Staff.

Train new employees on customer service, University of Iowa software and programs, and supported softwareDevelop new training materials for improved new employee training

Provide customers with software support for University and non-University applications.Provide support through phone, in person, email, and instant message.Ensure enjoyable and respectable customer service.