Vanessa Zuroski Email and Phone Number

In this role, I led a team of staff comprising our Tier 1 and Tier 2 technicians. The Edina Realty Technical Support Center supports all Edina Realty agents and staff, and serves as the technical escalation point from the Customer Care team (consumer support).Tools supported include Edina Realty exclusives such as ProKIT (a portal for agents and offices to track their business), NetworkONE and myATLAS. We also support business productivity tools such as the Microsoft Office suite and OpenPath (physical access management). Support is delivered over the phone, through email and through Field Services appointments where Technical Support Center staff travel to sales offices throughout Minnesota and Western Wisconsin.

Directly managed up to 45 student staff and jointly managed up to 110 student staff working in User Support for the Office of Information Technology, including hiring, development and performance managementLed response to COVID-19 pandemic for student staff, resulting in 100% of student staff switching to remote work without loss of service:- Determined equipment loan guidelines and process- Communicated updates as process evolvedManaged integration of Video Conferencing Event Support, Usability and Training team student staff into User Support student staff consolidation, Summer of 2020Introduced improvements that led to increased collaboration and consistent management of student staff amongst Student Supervisor team: daily check-ins with student lead group, standardized tracking for manager restriction details, determined approach for student flexible arrangements

Managed daily operations and team processes for a Tier 2 Service Desk team that resulted in:· Reduction of aggregate team tickets older than 2 weeks· Reduction of aggregate team average SLA breach percentage on incident resolution· Improvement of meeting aggregate team SLA for incident response and resolution(Metrics available upon request)Created on-boarding process to include shadowing and mentoring, which reduced time needed for new staff to be able to work tickets independently from 3 months to 1 monthTechnologies supported: PeopleSoft applications, proxy account access, ServiceNow, as well as custom applications used for research, reporting and analytics

• Offered Tier 2 support for technologies under the service offerings: Video, Collaboration and Web Content, Storage, Hosting.• Provided WebEx video support for campus events• Assisted with training new team members during periods of turnover.• Coordinated with departmental IT support for information requests, service requests and technology assistance• Managed Service Desk support during retirement plans for Personal Web Space, UM Wiki, UM Content, Netfiles, UM Connect• Key technologies supported: WebEx, Drupal, Google Collaboration Apps, General File Storage, Media Mill, TechSmith Relay• Average Net Promoter Score of 9.63/10 2017 (Customer response surveys)

• Provided feedback on specifications for new features and products• Completed investigation requests from technical support and answered or routed tickets accordingly• Tested new features and regression compatibility of ebook platform• Verified code change to resolve found issues• Maintained regression test cases

This position was held at the student Medical Clinic.• Managed front desk operations, payment processing and clinic scheduling• Served as custodian of student health information and medical records• Responded to customer service issues in a courteous and sensitive manner• Raised awareness of various options for coverage of services to students

This position was held in the Speech and Hearing Clinic, part of the Department of Speech Pathology and Audiology.• Monitored use of clinical materials and patient charts• Ensured compliance of privacy standards• Created new database for therapy materials• Collaborated with clinical student supervisors to schedule semester therapy• Facilitated accounts receivable

• Recruited students to MentorNet, a nationwide e-mentoring network system• Coordinated and implemented semester activities, e.g. a substance free Halloween Masquerade• Marketed semester activities

• Educated residents via floor meetings, bulletin boards and group events• Mediated conflicts between residents• Ensured knowledge of current campus policy among students• Referred students to appropriate campus services

• Maintained database of prospective students• Conducted tours with prospective students and their families• Communicated with prospective students via instant messenger, e-mail and telephone about the admissions processPosition was held May of 2003 until August of 2003 and May of 2004 until August of 2004.

• Created health literature in the form of bulletin boards, table tents and newsletters to be placed around campus• Organized and coordinated a Student Health Fair