Work Experience

• Coded the backend of HEAT, an Ivanti Neurons ticketing system. 

• Used logic statements and general programming skills to adjust both the UI and the behavior of the ticketing system. 

• Designed and implemented workflows in Ivanti Neurons.

• Adjusted business rules for various objects, including Incidents and Tasks, to make CCSD's ticketing system more efficient.

• Performed initial troubleshooting of both software and hardware related computer issues.

• Analyzed, diagnosed, and mitigated problems related to network connectivity, printing, CCSD computers and iPads, Promethean boards and their connections, and many applications including Tyler Technologies MUNIS, PowerSchool, VI MonitorPlus, Google Suite Apps, Microsoft 365 apps, and Cisco Webex.

• Provided a friendly and efficient customer service experience over the phone while using a ticketing system to submit work orders for calls and send tasks to the appropriate team for each situation.

• Assisted with login/credential management using Active Directory for staff and students.

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