Help Desk Instructional

Miya (Miro) Dunham

***** ******** ** *** ***, Southfield MI 48034 - email: admn88@r.postjobfree.com - 517-***-****

LinkedIn: https://www.linkedin.com/in/miro-dunham/

Education

Albion College, Albion, MI

Bachelor of Arts in Anthropology, May 2019

Minor: Ethnic Studies

Overall GPA: 3.51, graduated cum laude, Major GPA: 3.6

Honors:

●Dean’s List: Spring 2018, Fall 2018, Spring 2019

Related Work Experience

Guidant Global, Southfield, MI

Help Desk Representative, 1/2020 - present

●To-date ticket completion rate at 99% on-time completion, while averaging 37% of all tickets in a team of 6

●Assist customers, clients, workers, and suppliers with any company related issues, via email, phone calls, and in-person visits

●Provide high quality customer service and experience in cross-cultural communication, including working with diverse groups of people from around the globe

●Demonstrate strong attention to detail, with the ability to learn new systems of organization and procedure quickly and efficiently, including learning and mastering Zendesk and many VMS systems

●Collaborate with coworkers and other help desk teams to find solutions to difficult problems, and knowing when and how to escalate problems

●Experience with Microsoft Windows OS and Microsoft Office suite

●Assist in developing, writing, and editing work guides for efficiency in ticket solution

Albion College Instructional Technology, Albion, MI

Assistant Instructional Technologist, 5/2017-5/2019

●Learned how to use many different forms of modern technology, including 3D printing, and became expertly trained in Microsoft Office, Windows 10, Mac systems, Google Services, and internal work servers

●Created multiple technology user guides intended for student, staff, and faculty use

●Assisted with phone calls and emails to ensure that technology was being used properly and without issue

●Instructed and coordinated individual student and class trainings on 3D printing

●Analyzed, managed, and maintained confidential student and staff data from different management systems

●Expert communication skills both in and outside of the workplace, including assisting co-workers in many different tasks relating to instructional technology at Albion College, and helping faculty, staff, and students meet their IT needs

Other Work Experience

Western Michigan University Archaeological Field School, Niles, MI

Public Outreach Coordinator, 6/2019-8/2019

●Coordinated community events, volunteer schedules, summer camp schedules and participants, visiting lecturers, and household maintenance for field school students

●Managed social media, press, and public outreach efforts

●Created and implemented innovative methods of organization and participation for students

●Collaborated with the City of Niles and The Niles History Museum for many different projects and events, and acted as a liaison between groups

●Trained, and experienced, in archeological field and lab procedures.

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