Help Desk Administrator
JULY 2010 - PRESENT
Primary point of contact for IT related trouble within a medium sized non-profit (~50 local and ~15 remote employees). Streamlined support infrastructure including the implementation of a Help Desk Portal and improving documentation.
Front Desk and Phone IT Support
September 2009 - July 2010
Evaluated customer needs and provide Tier 1 technical support via phone, desk, and email/chat for a large research institution (~50,000 Students and Staff). Handled spillover for satelite campus's after hours (> 100,000 Students and Staff). Facilitated transition of system information to other departments for resolution of network instability. Recommended external solutions and departments when internal resources could not address customer problems.
IT Instructor
October 2007 - February 2009
Trained volunteers and their local counterparts on the use of information technology in the workplace. Developed, managed, and conducted a USAID funded HIV/AIDS road show with other volunteers. Created income generating internet cafes for local womens group. Instructed students, developed curriculum, and provided basic server maintenance.
Student Technology Center Supervisor
August 2006 - August 2007
Supervised a staff of around 150 technical consultants in collaborative and remote environments. Observed shortages and appropriated staff to maintain positive customer experience. Trained beginning users on practical uses of systems and software at various campus labs. Provided Help Desk support to student, staff, and community users of Indiana University hardware and software.
