Fidelity Brokerage BU

Fidelity Brokerage BU

The Student Digital Solutions Engineer will be working in the Customer Experience team to assist in the bridging of ITS Operations. The role will be an internal solutions engineer position that will consult with various ITS teams to strengthen ITS internal relations.

The role will be responsible for meeting with ITS staff to perform needs analysis for student recruitment, and create processes and systems to optimize the recruitment, onboarding, development, and transfer of student staff across the ITS organization.

The role will work alongside ITS teams to understand and scope out needs, including but not limited to the following:

ITS Communications

Network Services

Customer Experience

Academic Technology

Digital Solutions

Research Computing

ServiceNow

“𝗦𝗼𝗺𝗲 𝗽𝗲𝗼𝗽𝗹𝗲 𝘄𝗮𝗻𝘁 𝗶𝘁 𝘁𝗼 𝗵𝗮𝗽𝗽𝗲𝗻, 𝘀𝗼𝗺𝗲 𝘄𝗶𝘀𝗵 𝗶𝘁 𝘄𝗼𝘂𝗹𝗱 𝗵𝗮𝗽𝗽𝗲𝗻, 𝗼𝘁𝗵𝗲𝗿𝘀 𝗺𝗮𝗸𝗲 𝗶𝘁 𝗵𝗮𝗽𝗽𝗲𝗻.”

I got promoted to Lead Instructional Assistant at Northeastern University Information Technology Services.

• Led the IT Leads team of 11 to successfully create a student employee handbook for ITS Northeastern Instructional Assistant Program; as Leads Leader, gathered all relevant information, assigned tasks to other leads, and documented final copy of the student employee handbook.

• Supervise, administer, and manage 200+ Student Employee team to meet campus' needs for classroom support during the months of Jan 2021 to Aug 2021 in the pandemic.

• Lead recruitment & onboarding for 70+ Student staff both virtually and in person.

• Manage daily operations of AV Support center both on-site and remote, prioritizing support based on urgency and impact.

• Work directly with escalation contacts and service desk management to quickly address technical issues.

• Established processes and code of conduct for staff accountability, ensure successful day-to-day operations.

• Identify and make recommendations for process improvements that increased the efficiency and productivity of our technical team.

As Instructional assistants (IAs), We are trained graduate students who will be deployed to and will work in the registrar-controlled classrooms to assist faculty with classroom technology and facilitating interactions with remote learners.

We will be available in the classroom to help faculty who are teaching in a classroom as well as to assist in the classroom when faculty are teaching remotely and maintain the computers and audiovisual equipment in the NUFlex classrooms across campus.

We are trained with classroom hardware and software such as Zoom, Teams, Canvas, and Panopto.