Administrative and IT Customer Support Specialist

Delivered Tier l and Tier II support to NASA’s Human Health and Performance Directorate and JSC OCIO Customer Support Center under the NASA Enterprise Multimedia and Integrated Technical Services (eMITS) Contract. Analyzed customers issues and compiled data to a certain root cause of the issue and redirected to the proper support channel if unable to be resolved at local level. Kept up to date on current technology, terminologies, and evolving operating systems within the NASA environment. Ability to multitask while doing daily duties and assist customers with troubleshooting. Learned specialized processes, policies, procedures, and applications crucial to the growth of NASA. Participated within Hands-On End User Training for JSC end users on NASA standard applications and software. Managed calendar for upcoming Customer Support Center Training Classes, and scheduled meetings for internal NASA customers. Coordinated logistics with IT Team for incoming interns’ software installations and hardware via Sharepoint as the Intern Coordinator. Monitored incoming tickets within ServiceNow and provided continuous support/updates. Updated Organizational Listings/Records for internal NASA employees. Conducted weekly audits of internal records for NASA employees and reported any findings. Stored electronic records in designated locations for easy retrieval for NASA employees. Overall average of 9.64 out of a highest possible score of 10 on anonymous customer surveys for 2024.

Delivered Tier I support for Johnson Space Center Customer Support Center. Analyzed customers issues and compiled data to a certain root cause of the issue and redirected to the proper support channel if unable to be resolved at local level. Ability to multitask while doing daily duties and assist customers with troubleshooting. Learned specialized processes, policies, procedures, and applications crucial to the growth of NASA. Participated within Hands-On End User Training for Johnson Space Center end users on NASA standard applications and software. Tracked support issues using ServiceNow and ensured accurate documentation for each customer interaction. Learned basic fundamentals of Office 365 and SharePoint.

Determined local customer support issues and coordinated with internal resources/vendor to provide resolution. Provided end-user support on all desktop deployed technologies, including remote support for branch offices through the use of various remote console access technologies.

Maintained an inventory of hardware, software, and available equipment. Worked with hardware and software vendors to resolve internal issues that were out of scope for local IT. Created user/email accounts within Active Directory/Microsoft Exchange. Provided access to required security groups for internal employees with supervisor approval. Created, tracked and closed tickets in the Zendesk ticketing system, in a timely manner for users. Provided immediate face-to-face support for quick troubleshooting or basic requests. Escalated unresolved problems to the appropriate personnel to ensure the overall quality of information service delivery is being maintained at all times. Deployed hardware and software to the end users with required approval. Purchased required and approved hardware/software for internal users and out of state users.