Senior Technical Support Specialist
- Managed a team of 7 Helpdesk technicians, tracking ticket assignments and escalations to enable prompt solutions of technical issues
- Created a comprehensive troubleshooting guide to support new Helpdesk technicians, and to serve as a reference for common issues and fixes
- Provided technical support to staff, faculty, and students in-person, via phone and email, and remotely (through SCCM, Zoom), while maintaining accurate and detailed documentation in the Footprints help desk ticketing system
- Managed hardware and software maintenance on both macOS and Windows systems campus wide
- Executed faculty offboarding and onboarding, including ensuring software upgrades on university devices and working with the System team to provision appropriate account rights in Active Directory and Microsoft 365
- Supported AV installation in classrooms and conference rooms to ensure smooth working