Help Desk Team Lead

Provide training, guidance, and day-to-day direction for four professional staff members and a team of 20 student support agents

• Consulted on a high impact project for Identity Verification Training development, optimizing several knowledge base resources on FERPA, ID Verification, and the steps necessary for Help Desk agents to verify customers accurately and efficiently
• Collaborates with the Support Systems Architect to maintain the Ivy.ai chatbot, including building custom responses, recommending features and settings, and providing access management for the Help Desk team
• Serves on the overarching Academic Technology Services departmental and Service Desk Operations leadership teams as a Help Desk representative
• Manages student support technician timesheets, leaves coordination, and accommodations provisions
• Coordinates hiring, onboarding, training, and scheduling for student staff
• Facilitates weekly 1:1 supervisory and support meetings with two professional, direct staff reports
• Takes the lead in coaching conversations, performance management, and professional development planning for direct reports
• Works with professional and student support staff to complete supply inventory counts and create orders for new items according to unit needs

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Senior Support Specialist

Provide Tier 2 device and software troubleshooting for the campus community, including backend de-escalation advanced technical support for Tier 1 student technicians

• Utilizes Jira Service Management to triage, delegate, and address customer issues, maintaining a less than 7-hour resolution average and 4.9 plus satisfaction rating
• Verifies user identities for escalated support using Banner ERP and Sailpoint IdentityIQ, providing context for customer job listings, personal identity, and academic identity
• Manages customer access to on-premises departmental network storage drives via Active Directory and departmental printers and copiers via Group Policy
• Provides on-site and remote technical support for networking and connectivity issues between PSU-managed devices and departmental and lab printers and copiers
• Updates and maintains completion instructions and support materials for internal support agents and external how-to materials for technical and non-technical customers
• Acts as an advocate for support and customer-centered service delivery as a member of cross-departmental project teams and workgroups
• Contributed substantially to the overhaul and optimization of company policies and workflows, resulting in an overall reduction in time to completion of 85%

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IT Specialist

Provided IT hardware, software, and network support management to 150+ employees across nine properties and all active build sites in the area

• Maintained and provided Access Control for on-site and remote properties, including keys, key fobs, and security panels
• Administered and provisioned users and devices through Active Directory, Intune, Azure, and Office 365 Administrator Console
• Utilized ScreenConnect and Spiceworks for ticket and remote management of the 250+ devices across different managed properties as well as work trailers on active sites

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Senior IT Technician

Served as the sole IT support provider for the west market team, across 85 locations, using Zendesk for customer triage and interaction

• Maintained IT equipment hardware and printers, downloaded and troubleshot software, troubleshot networking issues, and enforced end-user policies
• Resolved trouble tickets submitted by store locations in a professional manner while adhering to SLA requirements
• Retained a 98%+ Satisfaction ranking from employee reviews through our ticket system after resolution of client's issue
• Retained a 3-hour average completion time of end user issues out of a 72-hour SLA window requirement
• Remotely installed new network equipment during an acquisition via phone instruction resulting in 2 Project Pro Power Team Awards

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Smart Wireless

Served as the sole IT support provider for 400+ employees, across 53 Pacific Northwest locations, managing access control, supporting Office 365, Active Directory, licensing, and the overarching ticketing system

• Maintained relations with security contractors, ISPs, and store managers to create seamless transactions when issues arise
• Maintained security alarm codes, e-mails, and other online profiles for over 400 employees
• Migrated and maintained Active Directory on Office 365 utilizing an Enterprise-Level license including SharePoint, InfoPath, and the full Office Suite
• Supported new store builds by setting and testing network configurations, printers, and other hardware; likewise, imaging new Point of Sale devices with latest security and policy updates while maintaining PCI compliance