IT Help Desk Specialist
Front-line support for the Adelphi campus community. Rewrote triage flows and standardized the way issues move between phone, chat, and ticketing so more problems resolve on first contact.
01
The role
I am on the front line of tech support for the Adelphi campus community. Students, faculty, and staff hit me first when something is not working, across phone, chat, and the ticketing system.
02
What I changed
The rewrite I led was the triage flow. Manual categorization was eating about forty percent of the front-line time, so I helped design automated triage and escalation that sort tickets into the right bucket and route to the right team before anyone even opens them. First-contact resolution moved up to 60 percent of incoming issues.
03
Docs and training
I authored the troubleshooting docs and training material the team now works from. It standardized how we escalate between phone, chat, and ticketing, and repeat tickets dropped by about thirty-five percent once everyone was operating on the same playbook.