Linda Espinosa
Portland,United States
Summary
I hope to find a position that merges my call to provide support to my community with my professional skills and strengths. I have supported people hoping to access larger systems for my entire career. I hope to bring my talents in customer service, technological education, organizational operations and resource balancing to an organization that values human connection when serving the community.
Overview
25
25
years of professional experience
Work History
Service Desk Specialist
State of Oregon
07.2022 - Current
- As a representative of the State of Oregon, I provide cheerful, respectful and consistent customer service and IT support to administrators, faculty, staff, students and parents via phone, email communication and online Chat.
- Coordinated with Leads and Managers from other teams to create a base standard of information gathering and trouble shooting to be performed before escalating tickets to other Teams.
- Created and became Lead of the T1 Chat / Ticket / Email Support Team. This Team was created as Online Chat Support became available to our users. We now handle 30% of all user contacts.
- Routinely handle 60% of user created ticket work for the five member Chat Team.
- Developed library of approved Canned Replies for user communication.
- Developed the Rubrics and training system for the T1 Chat / Ticket / Email Support Team.
Technology Support Representative Level 1 (Fully Remote)
Portland Public Schools
08.2020 - 01.2022
- During my time at the Service Desk, I resolved 27 to 33% of all Incident Tickets resolved by the Service Desk 1 Team. These Incident Tickets ranged in complexity from simple password reset requests, and guiding users through setting up two factor authentication to diagnosing/addressing problems with operating systems or networking issues via remote access of the user’s device. I averaged 40-60 in-coming customer service calls during my 8-hour shift while also working tickets from our online queue.
- As a representative of the district, I provided cheerful, respectful and consistent customer service and IT support to administrators, faculty, staff, students and parents via phone, the Fresh Desk ticketing system and email communication.
- I provided first level tech support for basic office software and technology on various platforms including iPads, Windows desktop computers, Google Chrome based devices and their operating systems including Windows OS, Microsoft Office, Chrome OS, Google for Workplace Apps Suite, Apple OS for iPad and MacBook. I also supported various printers and copiers.
- I provided technical support for the PPS community, including parents, students, teachers administrators and community partners on various online content delivery platforms like Google Apps for Education (Including Google Meets and Google Classroom), Zoom, Seesaw, Clever, Canvas and ClassLink.
- Reviewed and edited both the internal and external versions of the Knowledge Base articles in our organization’s Fresh Desk Knowledge Base Library to verify that the information was current and correct.
Library Assistant / Textbook clerk/ Technology Coordinator
Portland Public Schools
10.2007 - 08.2020
- In the absence of a Media Specialist, I fulfilled all duties needed to run a school library including training the students on how to access library materials, classroom supervisor and volunteer training.
- Collaborated with faculty and administration on the selection, purchasing, processing, distribution and management of the school’s collection of library materials, textbooks and technology.
- Collaborated with faculty and administration to forecast projected registration and ensure each class would have enough material support to succeed by procuring adequate access to textbooks, novels, sets, mobile technology carts and computer labs.
- Handled the logistical coordination of the technology for McDaniel High School and organized the purchase of more technology as the curriculum evolved. When I started managing technology at McDaniel, we had 8 iPad carts and 2 Windows labs for 1200 students. When I moved to the Service Desk in 2020, that had grown to a collection of 25 classroom chrome book carts, 4 iPad carts and 3 Windows labs.
Assistant Course Pack Coordinator/ Coordinator Online Store
PSU Bookstore
01.2001 - 06.2004
- Developed and maintained the systems and protocols needed to allow students to purchase and reserve textbooks online after a flood closed the physical store just before term started.
- Collaborated closely with PSU faculty regarding the selection, acquisition and reservation of materials students would need to purchase for each class including textbooks, general supplies and electronics.
- In the absence of an official materials order, I anticipated the material needs for each class section based on course history and registration forecasting data and ordered materials accordingly.
- Researched ownership of copyrighted materials, requested permission to reproduce those materials, had these materials reproduced and bound into Academic Course Packs, and tracked the sale of these Course Packs. At the end of the term, I destroyed any unsold copies and made sure any royalties were paid to the appropriate party.
- Located and procured special orders and rare books.
Education
No Degree - Liberal Studies
Portland State University
Portland, Oregon, ORSkills
- Customer Service
- Logistical Coordination
- Employee and User Training
- Help Desk Support
- Information Technology
- Technical Support
- Technical Writing
Timeline
Service Desk Specialist
State of Oregon
07.2022 - Current
Technology Support Representative Level 1 (Fully Remote)
Portland Public Schools
08.2020 - 01.2022
Library Assistant / Textbook clerk/ Technology Coordinator
Portland Public Schools
10.2007 - 08.2020
Assistant Course Pack Coordinator/ Coordinator Online Store
PSU Bookstore
01.2001 - 06.2004
No Degree - Liberal Studies
Portland State University