Summary
Overview
Work History
Education
Skills
Campus Involvement
Timeline
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CASEY PARKER

CASEY PARKER

Montrose,PA

Summary

Over 24 years experience providing support to students, staff, and faculty in a higher education setting. My skills are exceptional in gathering information and conducting research to resolve complex issues. I'm confident about my contribution to team success through hard work, attention to detail, and excellent organizational skills. I am highly motivated to learn, grow, and excel within the Binghamton University community.

Overview

24
24
years of professional experience

Work History

Help Desk Support Analyst

Binghamton University
02.2000 - Current
  • Provide timely, courteous and accurate support to the campus community
  • Resolve customer issues by diagnosing and troubleshooting in person, over the phone, remotely, and through email
  • Log, monitor, and refer calls in ITSM software, and follow up with customers on resolved tickets to increase customer service satisfaction
  • Resolve tickets at first level using Goverlan and Zoom remote sharing tools, avoiding escalation of tickets, and improving customer satisfaction
  • Act as backup to the Google administrator and Helpdesk Manager
  • Create and manage new faculty and staff email and domain accounts, listservs, and Google groups
  • Assist with the supervision and training of student employees
  • Assist in developing, maintaining, and improving internal and external Helpdesk reference materials, knowledge bases, and web pages
  • Manage the Gradescope/scantron test scoring process and analysis
  • Contributed to ITS projects, including Blackboard to Brightspace, COVID remote work/distance learning, ITSM BMC Magic Service Desk to Service Now to Team Dynamix, Library Service Desk Pilot, ITS Website, and Mirapoint/Exchange to Google Migration

Education

B.S - Human Development

Binghamton University
Binghamton, NY
2010

A.A.S - Liberal Arts

Broome Community College
Binghamton, NY
2004

Integrative Nutrition Health Coach -

Institute of Integrative Nutrition
New York
06.2022

Group Fitness Instructor Certification -

American Council On Exercise
San Diego, CA
08.2023

Yoga Therapy and Teacher Training -

Yoga Farm Ithaca
Ithaca, NY
10.2023

Ayurvedic Wellness Coach -

Shakti School of Ayurveda
Charlottesville, VA
12.2023

Skills

  • Active listening & empathy
  • Ability to train, motivate and work as a team
  • Staff education and training
  • Interpersonal skills
  • Verbal and written communication
  • Patience & positivity
  • Attention to detail
  • Computer proficiency
  • MS Office
  • Google Apps for Education
  • Scheduling and calendar management
  • Troubleshooting and problem-solving

Campus Involvement

  • Healthy Campus Agent
  • Eating Awareness Committee
  • COVID Response Team
  • Alumni Global Days of Service
  • Green Dot Violence Prevention, Certified Trainer
  • Lois DeFleur Annual 5k Run
  • Corporate Challenge 5k Run
  • Binghamton University Opioid Overdose Prevention Virtual Training: 2/7/23
  • PSS Mindset/Stress Management Workshop 5/18/23
  • Mental Health First Aid Certification 9/15/23
  • Recovery Ally Training 9/19/23
  • Embodiment, Body Image, and the Treatment of Eating Disorders 10/2/23
  • 8 Dimensions of Wellness Training for Healthy Campus Agents 2/2/24
  • Suicide Prevention Gatekeeper program 2/5/24
  • Strategies for Maintaining Positive Social Connections 2/7/24

Timeline

Help Desk Support Analyst

Binghamton University
02.2000 - Current

B.S - Human Development

Binghamton University

A.A.S - Liberal Arts

Broome Community College

Integrative Nutrition Health Coach -

Institute of Integrative Nutrition

Group Fitness Instructor Certification -

American Council On Exercise

Yoga Therapy and Teacher Training -

Yoga Farm Ithaca

Ayurvedic Wellness Coach -

Shakti School of Ayurveda

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CASEY PARKER