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

University of Texas at Austin, Friends of Alec, Austin, TX 
Jan. 2004 - May 2006 
Student Telephone Fundraiser 
	*	Contacted UT almuni and local busineses to solicit donations for the Friends of Alec Scholarship Fund

Apple Computer (Adecco), Austin, TX 
Jan. 2000 - Dec. 2000 
Service Provider Support/Customer Support/Technical Support Router
	*	Provided technical support for internal software to US and Canadian service providers
	*	Managed shipping and receiving of products to service warehouse, including acting as liaison between warehouse and service providers 
	*	Resolved billing issues related to warranty coverage

University of Texas at Austin, Instructional Media Lab, Austin, TX 
Sept. 1997 - Dec. 1998 
Production Assistant 
	*	Operated A/V equipment for Distance Learning classrooms and location shoots
	*	Collaborated on design of web pages, CD-ROM's and other graphic design projects