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- 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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