Rachel Lemon

Johns Hopkins University APL

2022.12 - Current

Delivers exceptional IT support services to diverse clientele, offering assistance both on-site and remotely
Identifies and resolves customer IT issues, while maintaining detailed ticket documentation throughout the process, ensuring comprehensive troubleshooting and resolution
Deploys and configures hardware and software solutions for end users, ensuring seamless integration and functionality
Partners with other groups within the department on upgrades and software roll-outs, collaborating to enhance overall system efficiency
Administers and manages user access accounts, ensuring appropriate permissions and security measures are in place
Serves as a subject matter expert (SME) in seven key areas, providing in-depth knowledge and expertise to assist team members and improve overall departmental performance
Concurrently crafts detailed documentation on processes and workflows, contributing to knowledge sharing and organizational efficiency
Provides guidance and leadership to team members as a co-lead of the Intern Project, overseeing the assembly and provisioning of hundreds of computers for incoming interns
Additionally, responsible for creating intern user accounts, and assignment of software and systems before their start date
Plays a vital role in the team's onboarding process by assisting customers with system setup during orientation, ensuring a smooth transition for new employees.

Summary