• Provided phone, remote, and in-person support
• Quickly & accurately triaged, assigned, and resolved incoming tickets
• Provided hardware & software support for Windows and MacOS
• Collaborated with infrastructure & security teams to resolve customer requests
• Documented policies and procedures for current and future staff & student employees

Tools:

Skills:

UAHS Service Desk

I collaborated with my colleagues and manager to bring 3 other colleges into the University of Arizona Health Sciences IT Service Desk umbrella. During we began by offering phone support and ticket management to the other IT teams, while slowly introducing our remote tools and services to the other colleges.

ServiceNow Migration

I worked with the service desk team to migrate to ServiceNow from our in-house ticketing tool (COMHelp). I leveraged my previous experience at the University and my previous documentation to assist the team with the migration. I created & distributed filters to various teams across our unit.

Pack and Ship

I was tasked with identifying, packing, and shipping 148 iPads for trade in. This involved removing the iPads from JAMF, wiping, and cleaning the devices. After that I packed and labeled 6 boxes, then shipped them to the company processing the trade in.

Remote Queue

I worked to implement a remote queue which distributed work evenly across all team members. In creating the remote queue I identified & resolved inefficiencies.

Sohpos Project

I collaborated with my team to identify 300+ MacOS-based devices that had out of date Sophos End Point clients. I created procedures to effectively & evenly distribute workload among colleagues, while respecting their existing workloads.