Heather Slone

• Delivered technical support via phone, email, and chat, resolving user issues efficiently and managing support tickets through a centralized ticketing system.
• Acted as a subject matter expert for escalated issues and provided executive-level support for high-priority concerns.
• Trained and supported end-users on software and hardware including leading application-specific training to boost user confidence.
• Maintained accurate documentation of support actions and created knowledge base articles for ongoing reference.
• Created user accounts and managed user access to department systems and platforms
• Acted as main point of contact and administrator for 10+ third-party applications.
• Recruited, trained, and supported two full time and 12+ student employees and conducted performance evaluations.
• Collaborated and established effective communication between help desk and other departments to streamline processes for improved efficiency.
• Oversaw hardware and software inventory, budgeting, and lifecycle management to ensure resource availability and cost efficiency.
• Served as the primary point of contact for 10+ software and hardware vendors, coordinating procurement and support.

Notable Achievements

• Developed customized ticketing queues for multiple departments and built personalized automation features with Microsoft Power Automate to streamline processes.
• Awarded Student Employee Supervisor of the Year for 2023–2024 and 2024–2025 in recognition of outstanding leadership and mentorship

• Delivered Tier 1 technical support for hardware, software, and desktop issues, both in-person and remotely, ensuring minimal downtime and high user satisfaction.
• Used ticketing systems to document, track, and manage support requests, maintaining accurate records and enabling efficient issue resolution.
• Installed, configured, and repaired hardware and software; set up employee workstations to support day-to-day operations.
• Created user guides and training materials to support self-service and improve end-user confidence.
• Communicated technical information clearly to non-technical users, enhancing understanding and reducing repeat issues.
• Handled high volumes of support requests while maintaining quality service and timely resolutions.
• Conducted regular onboarding sessions for new students, providing instruction on using campus systems and digital resources.

Reviewed and verified loan documentation for accuracy and completion, ensuring compliance with internal and regulatory standards. Maintained meticulous records and supported process efficiency across the loan operations team.