Wayne State University
Computer and Information Technology Help Desk Technician
Helped customers with technical questions and issues over the phone.
Provided support for several university systems including Pipeline, Blackboard, WSU's Zimbra-based e-mail and scheduling system, Cognos reporting tool, as well as several others.
Detailed documentation of support calls was necessary, both for the help desk's records, and for escalating issues higher up in the support chain.
Acted as a single point of contact both for the customer and for any higher-level support staff assisting on an issue.