Reyna Balbuena

• Support students, teachers, and staff with a wide range of technical issues, including login assistance for school accounts, access to learning management systems like Google Classroom, and troubleshooting device connectivity problems across campus.
• Maintain and manage school-issued devices including Chromebooks, iPads, and staff laptops, ensuring they are properly configured with required educational software, security updates, and monitoring tools for student safety.
• Provide first and second -level support for classroom technology including interactive whiteboards, projectors, document cameras, and audio systems to ensure minimal disruption to learning activities when technical issues arise.
• Manage the school's student information system and other administrative software, helping users with account access, data entry, and generating necessary reports in both English and French.
• Process and track all support requests through a ticketing system, maintaining clear documentation of issues and solutions while prioritizing urgent classroom support needs.
• Collaborate with the IT team on larger projects including hardware refreshes, software deployments, and network upgrades during school breaks to minimize impact on educational activities.
• Provide basic training sessions for new staff members on school technology systems and create documentation in both English and French for common technical procedures and troubleshooting steps.

● Provide comprehensive deskside support to attorneys and staff, resolving hardware, software, and peripheral issues in a timely manner, ensuring minimal disruption to workflow.

● Expertly troubleshoot and resolve issues with legal-specific software, including iManage, RSA, Microsoft 365 and various e-discovery tools, enhancing overall productivity.

● Record all requests for assistance in the Helix call logging system, ensure all calls are responded to within a timely manner.

● Perform routine maintenance, updates, and upgrades on laptops, and mobile devices, ensuring all equipment met firm security standards and compliance requirements.

● Collaborate with IT teams to manage and implement system upgrades, software rollouts, and hardware migrations, contributing to seamless transitions with minimal downtime.

● Manage IT inventory, including provisioning new hardware, imaging laptops, tracking assets, and ensuring optimal resource allocation and utilization.

● Develop and update technical documentation and user guides, providing clear and accessible resources for end-users and enhancing self-service capabilities.

● Set up and support conference room presentations and video conferences.

● Build and maintain good customer relationships.

● Provide exceptional technical support to end-users, resolving hardware and software issues effectively.

● Utilize Jira ticketing systems to manage and prioritize support requests, maintaining a high level of organization.

● Planned and constructed a Jira ticketing queue project for specific departments using Asana to assort my plan and Jira to create the ticketing queue.

● Offered remote assistance through N-Central, email, and chat, ensuring timely problem resolution and excellent customer service.

● Create and update comprehensive documentation of common issues and solutions to enhance the knowledge base.

● Demonstrate strong communication skills in explaining complex technical concepts to non-technical users, resulting in improved user understanding.

● Conduct on boarding and training sessions for new employees, fostering their ability to use software and hardware effectively.