This month, the Office of Information Technology celebrates Liz Suarez, IT Service Desk Level 2 Tech.
Liz works in the IT Client Services department and has been with Fordham for six years. Throughout her time at Fordham, she has worked on many interesting projects and developed both professionally and personally. To honor Liz’s contributions, we are sharing a little about her story.
How long have you been employed at Fordham, and what roles have you held?
I have been with Fordham since August of 2018, initially working as an IT consultant with TekSystems. My role began as an IT Support Specialist, later rebranded as Level 1 Support Technician. After about four years in this position, I was hired by Fordham in 2022 as a Level 2 Support Technician. These are the official roles I have held, but unofficially I have served as a lead assistant and trainer for new staff and students, assisted in troubleshooting ID scanning issues within the community, contributed as a knowledge base assistant, managed support queues, and acted as a mentor, among other roles.
What’s the day-to-day of your role like?
My day-to-day responsibilities vary greatly everyday. Most days, I can be out on campus or working remotely to resolve tickets for faculty and staff. These tickets often involve login issues with their MAC devices, printing problems, network connectivity challenges (both Ethernet and WiFi), and software issues like those related to Microsoft Office or web browsers.
When not directly handling tickets, I assist students with their technical calls or take calls transferred from Level 1 support. Additionally, I utilize systems like S2 and DACMI to troubleshoot ID issues, scan errors, EID problems, or door access concerns, helping users with related tickets.
I frequently collaborate with various departments—such as IAM, Core Apps, HR, Unified Communications, DBA, ERP DevOps, Law School, EnrollTech, EdTech, and Networks—depending on the tickets that we need help with. I also use these channels to escalate tickets that require urgent attention, aside from assigning them to the appropriate department queues. If I encounter a complex issue, I seek guidance from management before proceeding. Additionally, I contribute to Knowledge Base articles whenever possible.
I can be managing the Level 2 queue, ensuring that all tickets are assigned or addressed each day. I also handle escalation calls when management is unavailable, usually after 4 or 5 PM, as my shift extends until 6 PM. This is just a glimpse of my typical day, as new challenges can arise at any moment.
What is your proudest accomplishment in IT and/or life in general?
Some of my proudest accomplishments include becoming a mother and earning both my Associate’s and Bachelor’s degrees.
When you are not working, what are some passion projects/hobbies/activities that you’re involved in?
In my spare time, I enjoy writing and diving into research on anything that piques my curiosity, which means I’m constantly reading. I also experiment with AI software like ChatGPT and Gemini, asking it various questions to see what responses it generates. I’m a fan of cooking shows and love to try out new recipes when I can. I also enjoy walking and relaxing with my favorite TV shows.
How have you grown professionally while on our team?
I have been able to enhance all of my skills as well my leadership skills.
What is the most unique part about working at Fordham?
The most unique part of working at Fordham is how diverse the community is.
What is something fun or interesting that not many people know about you?
I like puns, dad jokes, palindromes, puzzles, weird facts, and memes.
This interview was conducted as part of the Office of Information Technology’s SpotlITe series, in which we highlight staff members who have meaningfully contributed to IT, Fordham, and beyond.