United States
Currently an Information Technology Support Technician professional within the University of Washington IT Department, contributing to the daily operation of a large academic environment serving students, faculty, and staff. Operates within a live institutional IT setting, supporting endpoint systems and ensuring consistent documentation and coordination across support workflows. Demonstrates core competencies in technical troubleshooting, systems support, and operational collaboration while working alongside senior technicians to maintain reliability across campus infrastructure. Combines hands-on technical experience with structured communication to address user issues efficiently and uphold service standards. Previously contributed to leadership initiatives as a Student Data Analyst Assistant, translating complex evaluation data into centralized dashboards that improved reporting visibility across multiple committees. Brings an analytical and process-driven perspective to technical environments, aligning operational support with broader organizational objectives.
Provide Tier I and II IT support for students, staff, and faculty in mixed Windows and macOS environments, resolving over 500 service tickets involving hardware, software, access, and network connectivity issues both in person and remotely. Diagnose and resolve issues with printers, peripherals, and conference room AV equipment to support hybrid meetings, classrooms, and daily academic operations. Image, configure, and deploy 400+ computing devices including laptops, desktops, and Raspberry Pi systems to support new hire onboarding and departmental technology initiatives. Document, track, and escalate incidents using the ServiceNow ticketing system while communicating technical solutions clearly to non-technical users. Maintain accurate inventory records for 300+ IT assets, tracking device assignments, lifecycle status, repairs, and surplus equipment to ensure accountability and deployment readiness.
Worked closely with the Committee Chair to extract and clean key data from detailed evaluation reports, transforming qualitative feedback into structured datasets that could be analyzed consistently across committees. Identified inconsistencies in scoring formats, standardized evaluation metrics, and improved the comparability of narrative and quantitative data across initiatives. Consolidated 500+ committee review reports into centralized Excel and Power BI dashboards, creating a clear visual overview of proposal status across initiatives. These dashboards reduced manual cross-referencing by 20% during approval discussions by providing leadership with a unified, real-time view of approvals, pending items, and non-approved proposals.
Mentored 3 student teams throughout a multi-week hackathon, providing structured feedback on Figma prototypes and guiding UI/UX improvements to enhance usability, clarity, and overall project feasibility. Supported teams in refining layout consistency, navigation flow, and user experience decisions to better align with their intended audience. Advised teams on technical scope and front-end implementation challenges, helping them break down features into achievable milestones and resolve development roadblocks. Enabled delivery of functional, presentation-ready prototypes for final judging.
Served as the first point of contact in the Dean’s Office, managing front desk operations, scheduling coordination, and high-volume inquiries for 200+ students, staff, and faculty. Acted as a central communication hub, ensuring visitors and callers were directed efficiently and accurately while maintaining a professional, welcoming environment. Handled confidential student and faculty information with discretion, supporting internal processes that required accuracy, compliance, and sound professional judgment in both written and verbal communication. Managed multiple administrative priorities in a fast-paced academic setting, assisting over 150 individuals weekly with scheduling requests, policy questions, and general support while maintaining organization and responsiveness under pressure.