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Silver Spring, MD  PHONE NUMBER AVAILABLE  EMAIL AVAILABLEExperienceIT Help Desk The Universities at Shady Grove Rockville, MD Help Desk Technician Feb. 2023  Aug. 2024 Reset over 150 passwords for students and faculty using Active Directory Management (AD Manager Plus). Diagnosed and resolved hardware and software issues for over 100 end-users, ensuring minimal downtime and enhanced user productivity. Configured over 50 PCs and docking stations, optimizing workstation setups for specific user needs and performance. Managed client tickets using TOPdesk, resolving issues in a timely manner to maintain customer satisfaction. Assisted in imaging and deploying over 60 PCs and laptops across multiple offices, ensuring consistent functionality and readiness after installation.EducationUniversity of Maryland, College Park Aug. 2022  May 2024 Bachelor of Science, Information ScienceMinor: Information Risk Management, Ethics, and Privacy GPA: 3.75Montgomery College Jul. 2019 - May 2022Associate of Arts, Information SystemsProject ExperienceMontgomery County Crime Database Project INST 327 SQL, Group Project May 2023 Developed a comprehensive crime Database with team, focusing on key attributes and target audience. Identified uses for the database, including aiding residents in selecting safer living areas and supporting civil rights advocacy. Utilized SQL skills for database organization and management, ensuring accurate and accessible data for stakeholders.Student Portal Usability Improvement Project INST 362 User-Centered Design, Group Project May 2023 Collaborated on a team to address usability issues with Testudo, the UMD student portal. Conducted interviews and utilized methodologies like card sorting and affinity diagramming to identify user frustrations. Developed and tested prototypes, achieving an average rating of 9.2/10 from student testers. SkillsHard Skills:Technical Support, Troubleshooting, Password Management, Event Ticketing, Microsoft 365 Soft Skills:Critical Thinking, Problem Solving, Customer Service, Communication, Multitasking