Q: Can you tell us about your role in LSA Technology Services?
A: I’m a Technology Experience Specialist Associate working as part of the Service Center team. We staff three full Service Centers with IT support and technology loan services and two IT only walk-in centers on Central Campus. We are the first point of contact for many of our users in LSA, and we help with basic IT troubleshooting, taking phone calls, and triaging tickets that go beyond our means. We strive to provide not just IT assistance but also exceptional customer service.
Q: Share a little bit about your career background and how it brought you here.
A: I previously worked for three years at the Portage District Library in Portage, MI, and those skills brought me to a Navigation Desk Coordinator position with the LSA Technology Services Technology Library in October 2022. After a restructure that brought two of our teams together last year, I became a member of the Service Center team! It was a bit daunting at first as I had little IT experience, but I’ve had an amazing support system from my coworkers and supervisors.
Q: What do you enjoy most about working on your team?
A: The thing I enjoy most about working on my team is… my team! I’ve met so many compassionate and understanding people here who have really helped me get more involved with LSA Technology Services as a whole and feel more at home at the university.
Q: Can you share a customer service success story that left a lasting impression on you?
A: I had a lovely regular customer at a previous job at a grocery store. She was a kind, old woman named Evelyn, and she was a joy to talk to. One day as she was leaving with her groceries, it began to pour outside. She was worried about her perm getting ruined in the rain and resigned to just wait inside until the storm passed. I didn’t think twice before going to the back room and grabbing two spare raincoats. She was so grateful as I helped her out to her car and loaded the groceries for her. I think seeing her smile made my day as much as I made hers. I hope for every customer service interaction I provide to brighten someone’s day even a little bit like Evelyn’s.
Q: What skills have you developed during your time working at LSA Technology Services so far?
A: I started my career at LSA Technology Services with very basic computer literacy and have now had the broad world of IT introduced to me! I’ve only dipped my toe in the pond so far when it comes to working with computers, but I’m looking forward to learning so much more.
Q: What do you enjoy doing outside of work?
A: I love reading and writing in my spare time. Fantasy is my favorite genre! I also like to play video games, draw, and paint. I also love going on hikes and listening to music.
Q: What is something people would be surprised to learn about you?
A: I showed horses for over 10 years! I’ve been riding since I was five years old, although I haven’t ridden consistently since the pandemic. I’m looking forward to getting back into it now that I’m settled in the Ann Arbor area!
