Providing technical support over the phone and in person, as well as maintaining the smooth operation of the iSchool facilities.

Daily operations consist of assisting faculty, staff, and students with any technical issues, consulting them on best practices, and guiding them through troubleshooting and resolution processes.

Resolving technical issues and triaging 10+ tickets and walk-ins requests daily.  Conducting classroom checks for maintaining smooth operation of iSchool facilities for 600+ students, faculty and staff.

Developing analysis from Jira ticketing system report for IT department staff to design strategies, improve performance and identify new trends for knowledge base documentation. With new and updated documentation, whole department is able to provide efficient and satisfying customer service as well as train new members more effectively.