Aliza Mandel - Recent Graduate

I graduated Curry College in May '07 and I started working in August of '07. I work for Goodwin Procter LLP, a large law firm in Boston as a Help Desk Analyst. Some responsibilities that I have as an Analyst are to respond to incoming calls to the Help Desk via phone, e-mail or chat. I need to quickly diagnose and resolve user problems, escalate calls to the next level of service necessary and follow up with users to ensure problem resolution. Some other responsibilities I have are updating current issues, documenting and contributing resolutions to our knowledge base, and performing document conversions from outside clients. I also needed to have well-rounded knowledge of MS Office and PC and LAN experience. Excellent organizational and customer service skills are definitely necessary at my job, because I work with people all day every day.