The University of Texas at AustinITS Help Desk Representative
Apr. 2011 - Nov. 2012-Tier II level support for students, staff, faculty, and retirees.
-Assistance with configuring accounts for active directory and managing their respective settings
-Configuring Virtual Private Networks for customers to access the university network off campus
-Responding quickly with quality resolutions
-Updating documentation for Help Desk Staff and Consultants to enable faster solutions to issues
-Utilizing instant message, email, phone, and walk-in services to assist customers