• Help customers diagnose project needs and select appropriate tools in the D78 Tool Rental department
• Achieved an 80% Damage Protection attachment rate through clear product education and safety guidance
• Resolved rental issues, tool usage questions, and follow-ups to improve customer satisfaction and repeat usage
• Collaborated with supervisors and cross-department teams to maintain safe and organized operations

/ skills Customer Support · Diagnostics · Tool Rental Systems · Operations

• Maintained and validated 50+ computer lab systems supporting over 200 weekly users
• Diagnosed hardware, software, and account access issues across campus systems
• Improved ticket intake and documentation workflows, reducing response time by 25%
• Provided onboarding support and technical walkthroughs to reduce repeat support requests

/ skills IT Support · Ticket Triage · Windows/macOS · Documentation

• Developed backend components and data processing logic for NASA JPL-affiliated research prototypes
• Contributed to architecture discussions improving reliability across three research systems
• Maintained Jira workflows and engineering documentation to improve milestone tracking
• Validated integration points and system behavior to reduce defects during development

/ skills Python · Backend Systems · Jira · System Integration

• Led community initiatives and resident support in a high-traffic university housing environment
• Coordinated scheduling, reporting, and communication between staff and residents
• Mentored peers and helped maintain safe and inclusive community standards
• Recognized as 2024 Residential Advisor Mentor of the Year

/ skills Leadership · Community Management · Conflict Resolution

• Provided frontline technical support for student computer labs, troubleshooting software, login, and workstation issues
• Maintained lab systems and peripherals to ensure reliable operation for high daily student usage
• Guided users through software tools including Adobe and Microsoft applications
• Documented recurring technical issues and assisted with basic system diagnostics and maintenance

/ skills IT Support · Workstation Troubleshooting · Windows/macOS · User Support