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.
  • Student Consultant of the Month, March 2014