Melanie SantaAna

WORK EXPERIENCE

• Support Desk Technician, Cozen O'Connor, Philadelphia, PA/Houston, TX

  February 2022 - Present

  - Provide 1st and 2nd level technical telephone and desk-side support to assist all Firm network users with computer and telephone-related issues.
  - Log and track calls in the help desk ticketing system to identify issue trends.
  - Escalate critical computer issues to the appropriate IS Tech groups to minimize negative impact on users' work production.
  - Provide setup and support to users for teleconferences and meeting presentations in offices and conference rooms.
  - Provide assistance, when required, for installation of desktop PCs and telephones.

• CIS Lab Consultant, Temple University, Philadelphia, PA

  September 2019 - December 2019

  - Provided technical support for students using lab technology, equipment, and software.
  - Diagnosed, troubleshot, and resolved software, hardware, and connectivity issues.
  - Supervised and maintained lab computers as well as the room.

• IT SAP Security Intern, Day and Zimmermann, Philadelphia, PA

  March 2019 - September 2019

  - Provided first level technical support, researching, and assisting with providing resolution to network and email access tickets.
  - Processed new user access requests, modifications of existing user accounts, and the deactivation of user records.
  - Creation of email accounts, distribution lists, public folders, and other aspects of email related tasks in Microsoft Exchange.
  - Troubleshot SAP access issues, user administration, and general security questions.

• Undergraduate Research Program Peer Editor, Temple University, Philadelphia, PA

  January 2019 - December 2019

  - Modified technical papers based on established formats and styles.
  - Performed thorough reads, reading for grammar errors and providing suggested edits when necessary.
  - Reviewed terminology making sure the author is using the correct form of the word.