University of Iowa ITS Help Desk

Team Lead

Apr 2022 - Present

• Training new employees
• Assisting management with scheduling and reviews
• Monitoring metrics of employees
• Planning for special events and peak volume periods

Student Backup

Apr 2021 - Mar 2022

• Answering high-tier support questions from students
• Monitoring call queues to ensure calls are getting answered
• Escalating tickets to required departments as needed
• Ensuring students arrive on time

Student Analyst

Aug 2020 - Apr 2021

• Providing superior tech support for the University of Iowa through phone, email, and live chat
• Extensive knowledge of our supported services and support articles
• Mentoring newly hire employees in required areas

Cashier - Jewel-Osco

Jun 2017 - Mar 2020 I learned many valuable skills while working at Jewel-Osco that will help me in my future career. Among them, I learned how to communicate with people, work effectively in a team environment, deal with adversity and interact with people in the real world. I started as a bagger and worked my way up to a cashier. I was considered for a position at the service desk but because I was heading off to college the position went to someone else.

• Fostered a welcoming experience to customers by greeting and processing transactions swiftly
• Minimized shrinkage by accounting for each item in a customer’s shopping cart
• Alleviated stress for management by promptly switching roles to help our patrons