• Provide support for escalated IT issues by conducting remote live support sessions using Bomgar to troubleshoot and resolve networking, hardware, and software problems.

• Assist with two-factor authentication and account access issues, handling sensitive information securely; monitor cybersecurity threats and implement measures to prevent & resolve phishing attempts.

• Deliver on-site field support across university campuses, assisting patrons with networking configurations, hardware diagnostics, and software installations to ensure seamless technology usage.

• Assisted stakeholders in configuring devices with local networks, software, and services, resolving 95% of connectivity and I.T. issues by leveraging support tools such as ServiceNow, Icinga, and PaperCut for efficient troubleshooting.

• Tracked university-wide use of software, technology, and lab resources to boost productivity, delivering annual technical training to over 100 new students to ensure smooth acclimation to Rutgers' technology programs and systems each semester.

Software Engineering Bootcamp

Participate actively in discussions on developing technologies, problem-solving techniques, and best practices for coding in a variety of software engineering-related professional Slack channels. Work together with peers and professionals in the field, exchanging ideas and information to enhance group learning.