At the University of North Carolina, Wilmington (UNCW), I delivered Tier 3 support to more than 19,000 faculty, staff, and students through the Technology Assistance Center.
I resolved complex hardware, software, account, classroom technology, and university service issues, and served as an escalation point for incidents through resolution.
At UNCW, I trained, mentored, and supervised new hires and student technicians, and developed training materials and knowledge base articles to support onboarding and service consistency.
Earlier, as a TAC IT Student Worker at UNCW, I provided Tier 1 support. As an Intern Programmer at Three Minds Software LLC, I tested software, reported bugs, developed features, and maintained technical documentation.
