Experience

Columbia College

• Administrative Assistant - Human Resources



Columbia College

• United States
• Higher Education
• 700 & Above Employee

• Assistant Director - Technology Services

  • Oct 2018 - Present

  • Originally moved to this team and served as a Tier 1 Help Desk Analyst specializing in customer service. Due to the previous Director leaving, I applied for and was promoted to run the team after three months. • Train and supervise two full-time Help Desk Analysts, three part-time Help Desk Technicians, and a team of student employees that fluctuates between three and six members. • Review and provide feedback on employee’s customer interactions. Provide metrics for benchmarking and… Show more • Originally moved to this team and served as a Tier 1 Help Desk Analyst specializing in customer service. Due to the previous Director leaving, I applied for and was promoted to run the team after three months. • Train and supervise two full-time Help Desk Analysts, three part-time Help Desk Technicians, and a team of student employees that fluctuates between three and six members. • Review and provide feedback on employee’s customer interactions. Provide metrics for benchmarking and goals for improvement. • Serve as a member of the Staff Association Advisory Council and the Customer Service Committee providing support and idea generation for employee engagement and customer service training. • Assist in coverage of phones for call center and actively work with customers to solve incident break fix and long-term problem resolution. • Coordinate communications from Technology Services to the college community. Produce on the fly announcements during service interruptions and system outages. Cultivate communications and documentation for planned process improvements and upgrades. • Regularly meet with team directors in Technology Services as well as the CIO to determine upcoming communications, coordinate efforts for upcoming initiatives, and to identify areas of concern. • Provide quarterly reports of initiatives and customer interactions to the CIO for presentation to the board of trustees. • Troubleshoot issues with Microsoft and Mac operating systems. • Serve as system administrator for Footprints, Zoom, and TeamDynamix. • Maintain the SQL and application MS servers for Footprints including writing and running SQL queries and commands to export information and correct flawed data found in the server. Show less • Originally moved to this team and served as a Tier 1 Help Desk Analyst specializing in customer service. Due to the previous Director leaving, I applied for and was promoted to run the team after three months. • Train and supervise two full-time Help Desk Analysts, three part-time Help Desk Technicians, and a team of student employees that fluctuates between three and six members. • Review and provide feedback on employee’s customer interactions. Provide metrics for benchmarking and… Show more • Originally moved to this team and served as a Tier 1 Help Desk Analyst specializing in customer service. Due to the previous Director leaving, I applied for and was promoted to run the team after three months. • Train and supervise two full-time Help Desk Analysts, three part-time Help Desk Technicians, and a team of student employees that fluctuates between three and six members. • Review and provide feedback on employee’s customer interactions. Provide metrics for benchmarking and goals for improvement. • Serve as a member of the Staff Association Advisory Council and the Customer Service Committee providing support and idea generation for employee engagement and customer service training. • Assist in coverage of phones for call center and actively work with customers to solve incident break fix and long-term problem resolution. • Coordinate communications from Technology Services to the college community. Produce on the fly announcements during service interruptions and system outages. Cultivate communications and documentation for planned process improvements and upgrades. • Regularly meet with team directors in Technology Services as well as the CIO to determine upcoming communications, coordinate efforts for upcoming initiatives, and to identify areas of concern. • Provide quarterly reports of initiatives and customer interactions to the CIO for presentation to the board of trustees. • Troubleshoot issues with Microsoft and Mac operating systems. • Serve as system administrator for Footprints, Zoom, and TeamDynamix. • Maintain the SQL and application MS servers for Footprints including writing and running SQL queries and commands to export information and correct flawed data found in the server. Show less