Mikhaelah Osborn

• Delivered front-line IT and systems support, efficiently resolving complex hardware, software, and accessibility issues.
• Collaborated with cross-functional teams to optimize technology resources and ensure accessibility for all staff.
• Trained employees on new systems and software, building confidence and reducing frustration.
• Developed strong troubleshooting, documentation, and de-escalation skills.

• Processed high-volume digital communications and sensitive data with precision and critical thinking.
• Supported onboarding and training of new staff through user-friendly resources.
• Focused on patience and reducing barriers for members navigating digital systems.

Became a subject matter expert for all things related to our Online Banking platform. Routinely identified and resolved technical errors experienced by our membership base. Custom-tailored troubleshooting for members at all stages of life and technical ability.

• Developed cultural competency and communication skills by supporting international clients.

• Delegated tasks and leveraged team strengths to achieve operational goals.
• Cultivated leadership, teamwork, and problem-solving skills.