Professional Experience
Below is a summary of my professional roles, highlighting the skills and impact I’ve delivered.Help Desk Floor Coordinator
- Managed a team of 10+ student technicians responsible for day-to-day IT support operations.
- Acted as Tier 2 escalation point for Level 1 technicians, routing more complex issues to Tier 3 staff and external groups.
- Logged, triaged, and escalated IT incidents via HelpSpot ticketing tool, ensuring prompt resolution and high customer satisfaction.
- Supervised student staff in troubleshooting techniques, customer-service standards, and technical procedures.
- Imaged and redeployed computers via PXE boot after employee separations.
Help Desk Technician
- Provided Level 2 and Level 3 support for students, faculty, and staff on hardware, software, and account issues.
- Documented and tracked support requests in HelpSpot to meet SLA targets.
- Delivered remote assistance via Mitel VoIP systems and Microsoft Teams.
- Managed account tasks: password resets, credential troubleshooting, and MFA support.
- Learned to troubleshoot with clients that may have never used a specific software before.
E-commerce Clerk / Cashier
- Learned transferable communication and people skills that I carried to furutre employment
- Processed and fulfilled online grocery orders under tight deadlines in a commercial envrioment.
- Collaborated with front-end staff to ensure order accuracy and on-time completion.
IT Technician Intern
- Learned the workflow of IT helpdesk and how to effectianly resolve IT tickets.
- Assisted in incident management and technical troubleshooting in a manufacturing environment.
- Gained hands-on experience with enterprise level networking equipment and server hardware.