• Took ownership of technical support tickets sent from customers via email.
• Entrusted with account password reset capabilities and oversaw resets delegated to coworkers.
• Provided mentorship and technical guidance when less experienced coworkers needed support.
• Updated and created new internal Wiki articles detailing troubleshooting instructions.

• Provided technical assistance to customer walk-ins/phone calls covering a wide range of issues.
• Collaborated with coworkers and more experienced IT Analysts to solve complex problems.
• Developed a greater understanding of the challenges and impact software has in an organization.
• Expanded interpersonal, communication, teamwork, and problem-solving skills.