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