Support Technician (August 2021 - May 2024) Fort-Collins, CO

• Provided technical troubleshooting and user support for software and hardware issues within Colorado State University's (CSU) College of Engineering

• Collaborated with the university's IT department to manage operations for the entire engineering department, ensuring seamless functioning of systems and support services

• Managed software configuration, quality assurance testing, documentation, and training efforts for the team

• Coordinated and managed projects, including rebuilding computer images for deployment across the engineering college

• Read, maintained, and updated documentation throughout the team, ensuring consistency and accuracy

• Maintained a customer satisfaction rate of 97%, demonstrating a commitment to delivering high-quality service

• Conducted testing to ensure systems are working effectively and efficiently, including equipment valued at over $500,000

Support Assistant (August 2019 - May 2023) Fort-Collins, CO

• Provided technical support and customer service, addressed issues through phone calls, appointments, and the ticket system, ensuring client satisfaction

• Tracked and reported bugs, worked closely with development teams to resolve issues efficiently, and improved software quality

• Created and maintained documentation for solution articles within internal tools, and facilitated knowledge-sharing, and troubleshooting processes

• Collaborated with cross-functional teams and departments to implement IT solutions, utilizing effective communication and teamwork

• Actively listened to customers' requests and concerns, fostered positive interactions, and efficiently resolved issues

IT Internship (May 2022 - August 2022) Somersworth, NH

• Provided technical support and troubleshooting for software and systems, ensured smooth operation, and resolved issues promptly

• Delivered excellent customer service through effective communication and problem-solving, and fostered positive relationships with clients

• Maintained and optimized software and systems, including data migration and implementation of new services like Microsoft 365

• Led project management efforts, including offline deployment strategies and software discontinuation initiatives

• Introduced and implemented communication channels such as Slack to enhance internal communication and collaboration

• Optimized email systems by archiving old emails, freed up server space, and improved efficiency

Technician / Sales / Logistics Associate (January 2023 - May 2024) Fort-Collins, CO

• Delivered customer service excellence by providing personalized product guidance and troubleshooting technical issues for both software and hardware

• Utilized sales and product knowledge to promote items, inform customers, and drive sales both at the register and on the sales floors

• Managed inventory and logistics, including breaking down truck shipments, stocking items, and maintaining accurate inventory counts

• Trained and developed new employees, sharing product knowledge and best practices to enhance team performance

• Conducted data analysis and reporting to track inventory trends, customer satisfaction metrics, and sales performance

• Managed advertisements and promotional materials within the store, contributing to effective marketing strategies and driving sales