Experience

• 

  University of maryland

  Aug 2021 - May 2022

  Facilitated weekly discussion sections, providing in-depth explanations of course material and answering questions from students.Assisted the professor in grading assignments, providing feedback, and evaluating student performance.Held office hours to provide one-on-one support to students seeking extra help or clarification on course topics. Aided Professor Sigalo with her Ph.D. research on COVID Vaccines by using Twitterdata.Used R Studio to prepare data for analysis by filtering and grouping data by theirvarious filters.Did external research on how many people were vaccinated across commonmetropolitan areas in the United States across various weeks.

  • Teaching Assistant

    Aug 2021 - May 2022

  • Research Assistant

    Aug 2021 - Jan 2022
• 

  General assembly

  Jan 2023 - Mar 2023

  Learning and innovation intern

  Assisted in the design and implementation of innovative programs and projects to enhance the overall learning experience for students and professionals.Analyzed feedback and synthesized insights to drive decision-making related to program development and optimization.Participated in team meetings and contributed ideas to drive continuous improvement and innovation within the organization.

• 

  Fda

  Jan 2024 - now

  Efficiently handle escalations from Tier 1 support, resolving complex technical issues and ensuring a seamless user experience, helping increase the first-call resolution rate by 10%.Maintain detailed logs of escalated tickets, averaging 15 tickets per day, identifying trends, and propose proactive solutions to common technical challenges.Provided guidance and mentorship to Tier 1 agents, including training, enhancing their technical skills, and improving overall first-call resolution rates by 10%. Show less Government contractor maintaining a Public Trust Clearance to access sensitive information and systems, demonstrating a commitment to upholding confidentiality, integrity, and trust in handling critical data related to public health surveillance and regulatory activities at the FDA/HHS (Health and Human Services).Provide direct technical support to FDA staff by remoting into their computers, troubleshooting issues, and resolving inquiries related to MS applications to FDA-specific tools.Utilize ServiceNow to efficiently process and track support tickets, ensuring timely resolution of technical issues and minimizing downtime for FDA staff.Provide frontline technical support to FDA employees, addressing hardware, software, and network-related issues promptly and effectively to ensure uninterrupted workflow and productivity.Serve as the primary point of contact for users seeking assistance with .hss (Help Desk Support System), efficiently logging, prioritizing, and resolving support requests within established service level agreements.Utilize Active Directory to manage user accounts, permissions, and group policies, ensuring proper access controls and security protocols are maintained in accordance with FDA standards and regulatory requirements. Show less

  • Advanced Help Desk Analyst (Tier 1.5)

    Jul 2024 - now

  • Help Desk Analyst (Tier 1)

    Jan 2024 - Jul 2024