End User Support

End User Support


  • Managed the TDAD help desk.¬†Provided upper tier user support and troubleshooting.
  • Defined roles and responsibilities for help desk personnel.¬†Wrote help desk Standard Operating Procedures, to include the issue escalation process.
  • Implemented and configured a system for tracking support and account requests.
  • Trained users during onboarding.


  • Conducted usability assessments for new user interface designs.


  • Conducted onsite instructional needs assessment.
  • Designed, developed, and presented classroom training.

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