Information Technology Support Analyst (Contract)
Feb. 2025 — Dec. 2025
Supported medical education & research at an R1 institute.
- Provided hands-on, remote, and phone-based technical support to 200+ users per month.
- Triaged, sorted, and resolved ~720 tickets per month.
- Documented processes and workflows to ensure maximum efficiency across teams.
- Collaborated with internal and external teams to ensure smooth issue resolution for all users.
Technical Consultant
Aug. 2023 - Jan. 2025
Provided IT support to students, families, faculty, staff, and affiliates.
- Successfully resolved 2,700+ customer interactions in person, over the phone, and live chat.
- Diagnosed and repaired various personal and enterprise software and hardware.
- Demonstrated advanced knowledge in Windows, Apple, Chromebook, and various Linux operating systems and hardware platforms.
- Worked with clients and various repair services to get clients the best possible resolution.