Help Desk Specialist

• Delivered end-user support for MS365, Excel, SharePoint, Microsoft Teams, and ADP in a remote environment for a team of 30, patiently guiding users in adopting technology and tools.
• Advised school administrators on COVID-19 state and local guidelines pursuant to the IDCM, partnering closely with clients to identify and assess their needs in order to deliver tailored consultation.
• Promoted local health jurisdiction initiatives by leading the development and production of digital media pieces using Canva, including videos, infographics, and social media ads.
• Collaborated with teams to investigate outbreaks of communicable diseases, calling and interviewing community members and outbreak sites and collaborating with local health agencies.
• Built strong relationships with local health district and school district members, establishing self as a trusted source for guidance.
• Trained and coached peers in best practices and policies in order to enhance teamwide capabilities and institutional knowledge and progress foundation mission.

• Managed a team of 23 employees in a remote environment, utilizing Dayforce to forecast business needs and schedule shifts covering 7 day a week 8A-8P coverage.
• Championed end-user support as the identified Lead IT Contact within the cohort, educating users around AWS, Amazon Connect, Dayforce, MS365, MS Teams, and headset configurations to guarantee teamwide competence and ability to meet goals.
• Pioneered the design and execution of virtual employee training sessions for groups as large as 100.
• Oversaw workflows for 4 different health jurisdictions COVID contact tracing efforts, utilizing SharePoint to centralize work organization; allocated work in a high call volume (300 interviews per day).
• Commended by project manager for navigating difficult LHD relations with ease, selected to develop a program-wide workflow in partnership with the project management.

• Performed interviews COVID positive individuals to provide services, collect epidemiologic data, and provide education to the general public; utilized Jabber.
• Orchestrated end-user support for Microsoft Teams, MS Office, and Jabber in cooperation with team.
• Optimized systems for timely and accurate interview data entry into relevant state databases (ODRS, OCTS) and SharePoint; notifying proper teams and personnel of sensitive situations warranting local health jurisdiction follow up.
• Guaranteed HIPPA compliance in all work being completed, executing sound data collection, analysis, and management processes.

Not Completed