University of Texas at Austin, Information Technology Services — Help Desk, Austin, TX

Feb. 2008 — Feb. 2010

Help Desk Consultant

• Assisted users with all ITS-supported services, including email (Exchange and UMBS), web publishing, network connectivity (wireless and wired), mobile devices (iPhone, Android, Blackberry), courseware (Blackboard), and Identity Management (EIDs)
• Assisted users with personal computer problems, including security (virus and malware scans), software setup (Office, Mail, Remote Desktop), and home network setup
• Updated internal documentation and knowledge bases (Sharepoint and Wiki)
• Provided feedback on outages and known user issues to other consultants and system admins to ensure consistent levels of support

Feb. 2010 — June 2010

Senior Help Desk Consultant/Drop-Off Consultant

• Provided all services required of Help Desk Consultant.
• Provided all services offered by Drop-Off Services, including data recovery, software installation, media destruction, and reformatting/reinstalling of OS
• Act as Tier II for Help Desk Consultants, including expert troubleshooting and routing tickets to system administrators
• Reset EID passwords for High-Security users (specifically Former Students), including identity verification
• Managed the Call Center, including checking consultants in and out, ensuring all points of contact were properly attended, and acting as the supervisor if a user required escalated assistance
• Worked with various Full-Time Help Desk employees on special projects, such as creating a web interface for weekly schedules, an online timesheet, and streamlining several independent applications into a unified interface