May 2025 – Present · 1 yr

• Led the development of executive-facing Power BI dashboards to enhance visibility and monitor KPIs.
• Designed scalable data pipelines using Python and PostgreSQL, ensuring data accuracy and governance.
• Partnered with senior leadership to standardize quality metrics and KPIs across support operations.
• Assisted in developing AI-driven solutions to improve efficiency with support interactions.

Dec 2023 – May 2025 · 1 yr 5 mos

• Develop and implement quality assurance standards for IT support services.
• Evaluate and refine internal processes to enhance service quality.
• Develop and maintain reports and dashboards using Power BI to monitor KPIs.
• Monitor trainee progress and provide feedback for continuous improvement.
• Conduct research and develop IT training programs.
• Collaborate with staff and stakeholders to improve service quality and workflow.
• Develop and delivered training for IT staff in both technical and non-technical skills.

May 2022 – Dec 2023 · 1 yr 7 mos

• Guided junior team members and acted as an escalation point for complex issues.
• Documented and tracked client calls, ensuring satisfactory resolutions.
• Trained, mentored, and oversaw hourly and temporary workers.
• Provided technical consulting, advising, and systems analysis for client-supported software and systems.
• Researched and evaluated existing and emerging technologies, making recommendations for improvements.
• Communicated effectively with clients to resolve escalated issues and provided IT training to faculty, staff, and students.

Aug 2019 – Apr 2022 · 2 yrs 8 mos

• Provided technical support to end-users, resolving hardware and software issues efficiently.
• Diagnosed and troubleshooted network connectivity problems, ensuring minimal downtime and maintaining optimal system performance.
• Conducted training sessions for new employees on software applications and IT policies, enhancing overall team productivity.
• Managed and maintained IT inventory, including hardware and software licenses, to ensure compliance and readiness for use.
• Collaborated with cross-functional teams to implement IT solutions that improved workflow and operational efficiency.
• Documented and updated technical support procedures and FAQs.