Technical Support User Experience

Grace Wood-Miller

928-***-**** Tempe, AZ *****

*****.**@*****.***

https://github.com/gcatmil

SKILLS

Languages: Python, Java, Javascript (ES6) / HTML / CSS, JSON / XML, VBA, DAX Frameworks: React, Bootstrap, jQuery

Software: Visual Studio Code, IntellJ, R, GGPlot, Excel, PowerBI, Tableau, Adobe CC (Illustrator, Photoshop) Mobile Development: React Native, Figma

Web & Database: MySQL, jQuery

PROFESSIONAL EXPERIENCE

Voice Communications Intern Salt River Project January 2023 – Present Tempe, AZ

• Generated monthly call reports using Ribbon Analytics and Excel; visualized data trends with PowerBI.

• Provided technical support for Microsoft Teams and Outlook, ensuring effective communication.

• Developed user guides with Photoshop, Adobe PDF, and Illustrator for various phone technologies.

• Collaborated with internal and external teams on projects and issue resolution through ServiceNow.

• Conducted on-site tasks, including replacing communication hardware and diagnosing network devices. Writing Tutor Arizona State University October 2020 – January 2023 Tempe, AZ

• Delivered personable and friendly customer-facing interactions, efficiently diagnosing and resolving writing-related issues for over 200 students per semester.

• Managed appointment sessions, ensuring effective time management and personalized support, resulting in a 20% increase in student satisfaction ratings.

• Analyzed and reported on student performance data using Inscribe, identifying key areas for improvement and tailoring support strategies accordingly. Provided end-user support through Inscribe, showcasing strong analytical skills and effective problem-solving abilities, contributing to an improvement in writing proficiency among tutored students. EDUCATION

Master of Science: User Experience May 2024

Ira A. Fulton Schools of Engineering, Arizona State University, Mesa AZ GPA 4.00 Bachelor of Science: Technical Communication (concentration in User Experience) May 2023 College of Integrated Science and Arts, Arizona State University, Mesa AZ Certificate in Applied Business Data Analytics May 2023 W.P. Carey School of Business, Arizona State University, Tempe AZ Certificate in Front-End Development December 2022 PromineoTech & West-MEC

Contact this candidate