IT Specialist

Virginia Commonwealth University; 2023-present

Coordinated course evaluations across 141 different departments in 24 different colleges including managing access, content, and data validation for 4000+ courses per semester.

Liaised with academic affairs department and central data management to conduct a full course evaluation system redesign, including defining new centralized policies and increasing system reliability through better data management and automation.

Designed and implemented new ticketing system for Academic Operations IT department, analyzing usage and making improvements based on ticket handling time and user feedback.

Help Desk Technician

ConnectWise LLC; 2022-2023

Supported users across 1000+ different organizations including healthcare, education, law, and corporate environments; Handled an average of 75 tickets per week via phone and chat, troubleshooting RDP, VPN, mobile devices, desktops, network connections, email, system administration, file access, printing, and peripheral devices

Technician

Jefferson University; 2021-2022

Maintained images for over 100 computers and tablets across campus; Monitored device issues remotely and in person; Maintained print server for campus library; Provided troubleshooting for network and database access; Served as administrator for library calendar, staffing, chat, FAQ, and form software.

Front Desk Assistant

JSR Community College; 2019-2021

Provided computer support for a variety of software programs including Microsoft Office, Google Suite, and Canvas for MacOS and Windows; provided troubleshooting for library AV equipment; provided virtual chat and video support for library patrons; provided tutoring services in ESL and computer skills; developed Zoom training materials for library staff.

Front Desk Associate

University of Richmond Law Library; 2017-2020

Supervised front desk employees; managed rotating catalog of 400+ Reserve materials; maintained loanable electronics; created online training materials for professors to aid with material requests; managed outgoing and incoming interlibrary loan requests; supervised transition of Reserve materials to new database.

Tutor

Franklin Yard; 2017-2022

Provided virtual and in-person SAT test and Algebra II prep, as well as custom tutoring experiences; assisted with curriculum development; led classes.

Professional

Device Management

Jefferson University

Maintained images for iPads and Mac and Windows PCs across campus; assisted with replacement and upgrades of said devices.

Server Updates

Jefferson University

Directed implementation of print server upgrades including documentation and deployment

Training

University of Richmond Law Library; JSRCC

Created video and text documents to provide training for library software products.

Personal

Website

Coded personal website from scratch using HTML and CSS.

Motion-capture Animation

Designed and rigged digital avatar for live streaming.

PC

Assembled personal computer and created home media server to manage digital library.

• HTML (1yr)
• CSS (1yr)
• JavaScript (6mo.)
• GitHub Project Management (1yr)
• PowerShell (6mo.)
• Bash (6mo.)
• COMPTIA A+ Certification (In Progress)
• Office 365 (5yrs)
• Chat Support (4yrs)
• Customer Service (9yrs)
• Database Management (5yrs)
• Canva (6yrs)
• Adobe Suite (12 yrs)