IT Helpdesk Student Consultant (Internship) Western Kentucky University
February 2014 — May 2014
Responsibilities & Activities
Provided telephone support in a contact center environment for faculty, staff, student, and affiliate clients. Served as a single point-of-contact for all university IT services.
Diagnosed and resolved hardware, software, and network incidents on multiple platforms in a BYOD environment. Assisted clients with Ellucian Banner, Blackboard Learn, and other enterprise applications. Used administrative tools for Microsoft Active Directory and Microsoft Exchange to verify correct account configuration.
Documented all incidents, identified problems and trends to improve incident response. Prioritized and escalated incidents where appropriate.
Controlled sensitive information in accordance with security policies and federal law.
Conducted surveys to examine the effectiveness of internal tools and processes and made recommendations for improvement.