TDAD

• 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.

AeroManager

• Conducted usability assessments for new user interface designs.

CHCS

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