Joanna Razon

Provided first-point-of-contact IT support for students, faculty, and staff, escalating complex issues to senior technical staff. Managed software and hardware support, including installation, maintenance, and troubleshooting for various stakeholders and classrooms. Maintained confidentiality of user profiles and sensitive university data.

Served as the initial point of contact for all technology-related issues, providing software and hardware support, analysis, and maintenance. Managed the organization's SharePoint environment, including user access, permissions, and troubleshooting. Assisted in creating and maintaining Active Directory user accounts and rolling out new hardware and software.

Coordinated with the Project Director on daily operations and liaised with project team personnel to address issues. Managed payment certifications and facilitated service meetings, including preparing briefing materials and presentations. Effectively communicated with internal divisions and external organizations.

Responsible for scheduling and managing multi-point video conferences globally for executive boards and VIPs. Served as the first point of contact for all audio-visual related queries and incidents, including logging, troubleshooting, and tracking tickets. Provided real-time remote support for pre-setup or ongoing video conferences and processed service requests for AV bookings.

Provided comprehensive IT infrastructure support, analyzing hardware, network, and application performance to identify and implement necessary upgrades. Partnered with operations staff and users to troubleshoot and resolve IT issues. Coordinated IT staff and resources to resolve systems issues and performed user support and technical assistance.

Performed daily security log reviews to reconcile ID and password maintenance activities at the Operating Systems level. Supported other review functions such as security violations review, periodic user inactivity reviews, and semi-annual entitlement reviews. Ensured reviews were carried out in a timely manner to comply with information security policies.

Coordinated and managed the delivery of local on-site services for Fluor Non-Enterprise Sites, including IMACD, desktop, server, and network problem resolution. Examined business activity to identify new IT solutions for productivity improvement. Provided intermediate system-level support for multi-user operating systems, hardware, and software tools.

Managed the Help Desk as the first level of support staff, responding to questions from callers and walk-ins. Provided basic support for hardware, peripherals, network access, and office productivity applications. Coordinated and maintained a log of request activities, prioritizing service requests based on importance.

Reconciled customer accounts, including short payments, unpaid invoices, overpayments, and rebates. Responsible for collecting active past due accounts by contacting customers. Coordinated with collectors' activities and provided information and resolution plans for late payments and uncollected receivables.

Completed a Bachelor of Science in Information Management. The curriculum focused on the principles and practices of managing information systems and technology.