chandler peterson

I work collaboratively with a team to support the entire work force of WGU. We use Service Now to organize and catalog all of our services and to manage incidents. Mainly we set up and distribute work from home equipment (Laptop, Peripherals, Phone, and VPN (Cisco Meraki box)) to our remote employees all across the country. We then also provide a support for these remote employees if our initial hunt-line (the Service Desk) can't resolve the issue. My primary roles are to be desk-side for all of our employees in the towers based in Salt Lake City UT as well as provide printer support in the buildings. I also help head efforts to improve our growing Knowledge Base implemented through Service Now.

I worked for Networking engineers for the University of Utah and the University of Utah Hospitals/Clinics. We took incoming calls from staff members from the hospitals and surrounding buildings that needed networking support. I helped install wireless Access Points in many different locations around campus including the hospital. I helped Engineers install and maintain switches in different clinics. Mostly I would go about and activate network ports for numerous buildings for new employees or whatever the reason might be. We documented all of our incidences in a ticketing system called ServiceNow and ServiceDesk.

My responsibilities were to take incoming calls from members with subscriptions or purchases of our Remote Support. This was all done using remote connection software. We performed Virus Removal, Network Setup, General Troubleshooting and more. We kept a record of our transactions and technician work notes in a ticketing system and reached out to customers who still needed help. Huge experience in Salesforce (SRM).

I work on a team full of technicians taking incoming calls to resolve technical issues that a student or staff member may run into on our website. We also troubleshoot any hardware difficulties that staff members may run into using our company issued hardware which includes laptop, IP Phone, VPN Box, and more. We keep track of each incident in a ticketing system called ServiceNow that is widely used in many IT operations.

I am taking courses to begin my Electrical Engineering career. I am pursuing my BSEE and hopefully will partake in their BSEE/MSEE program and get my Masters' Degree by the Spring of 2019."]