Emily Back

Email: emilyback2016@gmail.com
Website: emilykayserback.weebly.com

Professional Profile
& Career Objective:

Education:

I am a self-motivated and hardworking individual with an eye for detail and a passion
for accomplishing goals through assisting others. Core competencies include
customer service, creative problem solving, troubleshooting, training, documentation
writing, managing projects, and solid written and verbal communication skills. My
long-term career objective is to combine my education, customer service experience,
and technical skills in order to obtain a position that will enable me to help others,
analyze problems, and implement solutions.

B.S. in Movement and Sport Sciences, Pyschology Minor

Purdue University, West Lafayette, IN December 2012
M.S. Ed in Learning Design and Technology
Purdue University, West Lafayette, IN May 2016

Skills:

Skills include customer service, problem management, and technical liaison services. As a student
supervisor in the Purdue IT Customer Service Center, I handled questions, training, ticket
management, work delegation, and the student hiring process. As an IT Research Hub Liaison, I
provided customer service and training, monitored and managed requests for changes, reported and
analyzed issues to determine root causes and identify short and long-term solutions. In addition, I
have quality assurance experience; testing changes for various systems and reporting issues.
Through my education and work experience, I have the skills needed to analyze problems, plan and
implement solutions, and evaluate those solutions for improvement in various settings.

Work Experience:
Purdue University IT Application Services Business Analyst, Student Systems

Providing support for student systems which uphold the Financial Aid processes at the University.
Processes are developed and maintained using the Banner Financial Aid system.
Fielding and managing change requests and enhancements to software based on process
improvements or mandated changes, and translating requests into detailed specifications for use
during development.
Working closely with developers and customers to test and implement changes in multiple
environments to ensure success.
Acting as primary point of contact for all issues, requests, and enhancements for financial aid
processes regarding Loans and Pell.

Purdue University Research Computing - Hub Liaison, HUBzero

2015

Nov 2015 Present

Jan 2013 November

Primary point of contact to Principal Investigators who are utilizing hub software and are supported by
the Research Computing department.
Provided customer service through support tickets, phone calls, emails.
Identified and defined customer stories, use cases, and requirements.
Translated and relayed requests and requirements to developers in order to provide feedback to
customers regarding scope, development time, and cost.
Met regularly with customers to determine priorities and action items.
Tested new features and software releases; report details of issues, suggest changes prior to
production implementation.
Provide training to hub users through webinars, the Hubbub conference, and meetings.

Created documentation and training materials in the form of videos, wiki pages, and step-by-step
instruction.
Acted as point of contact for new employees. Tasks associated include managing assigned projects
and tasks; being a reference for questions, provide training on hub features, and mentor on best
practices for customer service.
Served as trainer at HUBbub Conference 2013 and 2014 respectively.

Purdue University BlackBoard Vista/Learn Team

August 2012- January 2013

Handled second tier support issues for Blackboard and other applications supported by Teaching and
Learning Technology Department. Tickets were handled in the BMC Footprints system.
Assisted with migrating course content during Blackboard Vista to Blackboard Learn transition
Documented issues and worked with students, faculty, and staff to re-create and resolve issues.

Purdue University Customer Relations Representative & Supervisor

Assisted students, faculty, staff, and parents with first tier support issues related to Purdue systems
such as myPurdue, the OnePurdue Portal, myMail, and the PAL wireless network. FootPrints and
Remedy were the ticketing systems. .
Supervised and trained new customer service representatives; monitored time, provided ticket
assignments, distribution and feedback.
Maintained the hiring project IT student personnel by creating and maintaining a schedule for phone
and face-to face interviews, contacting interviewees for follow-up, handling paperwork, and creating
and communicating a training schedule with current staff and new hires.

Purdue University BlackBoard Vista

May 2010 Aug 2012

June 2008 December 2010

Worked with the Remedy help desk system, answering 2nd tier customer questions and
troubleshooting issues regarding Blackboard.
Created and tested Blackboard course sections.
Tested ITaP websites developed by TLT team to increase efficiency and support changes.

Certifications:

ITIL Foundation Certificate in Service Management (V3) - October 2013

Volunteer Activities:

St. Elizabeth Occupational/Physical Therapy Outpatient Center - August 2011- August 2012
Lafayette Transitional Housing Meal Preparation and Distribution - August 2011- Present

ITaP Research Computing, Rice Cluster Build - May 2015

Member of the Enrollment Management Summit Planning Committee April 2016 June 2016

Organizations:

Association for Talent Development Jan 2016 -Present

Purdue Association of Learning Design and Technology (PALDT) August 2014- Present

Awards:

Most Outstanding Undergraduate Research Assistant - School of Health and Kinesiology, Purdue
University 2012-2013

ITaP Scholarship Recipient Fall 2014 Current

References:

References available upon request.