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Over ten years of technical support experience with demonstrated talent for identifying, improving, and streamlining complex work processes, as well as implementing advanced technology and business solutions. Seeking MS degree to develop the knowledge and skills necessary to effectively lead and manage projects, including risk, quality, and performance while effectively communicating with all project stakeholders.



Master of Science, Project Management

Northeastern University

Relevant Coursework: Project Risk Management; Project Scope Management; Project Scheduling and Cost Planning; Leading Remote Project Teams; Project Quality Management

Work History


Creative Project Manager

Elon First Baptist Church
  • Execute and monitor internal and external graphic design projects using Adobe Creative Suite
  • Conduct training for new church campaign launches, such as e-giving and member registration
  • Generate Facebook Insights and Hootsuite data reports
  • Formulated 2017 Marketing Plan outlining projected goals, positioning, budget, and new technologies such as SimpleChurch CRM

Webmaster/User Experience Designer

Elon First Baptist Church
  • Administrator for content management, upkeep, and WordPress site maintenance for the EFBC website
  • Spearheaded design through deployment website re-launches in 2012 and 2015
  • Led the development of improved EFBC online presence on Facebook, Twitter, YouTube, and Google+ accounts
  • Created new logo via InDesign and Photoshop along with a website launch in 2017 (upcoming February 2017)

Work-Flow Lead/Tech Support Specialist

University of North Carolina-Chapel Hill
  • Served as the main point of contact for 15+ departments and schools across campus interested in exploring partnership opportunities
  • Used MS Project and MS Excel to outline scopes of work and planned timelines for system integrations
  • Recorded weekly staff meeting notes and coordinated training with Frontline Support Services customers and colleagues
  • Subject Matter Expert in Sakai Learning Management System (i.e. Discussion Boards, Course Availability, Gradebook) and Oracle PeopleSoft Student Administration system (i.e. Class Registration, Drop/Adds, Incoming Student Online Applications)
  • Authored and maintained 300+ support documentation and Standard Operating Procedures (SOPs) in internal website in WordPress
  • Prepared reports and deliverable documents for content, grammar, and style on a weekly basis
  • Provided Tier 1 support services to maintain sponsor's 80% SLAs
  • Published WordPress website showcasing event photos and committee information for ITS Service Desk Social Committee
  • Produced advertisements using Canva Graphic Design Software for upcoming Social Committee events

It Support Analyst

University of North Carolina-Chapel Hill
  • Resolved customer issues at the advanced level for hardware, software applications, and IT services escalated by Tier 1 (Handled 15 tickets per day for 29, 000+ student body)
  • Coordinated and participated in user acceptance training for Oracle PeopleSoft Finance and Student Administration system enhancements
  • Delivered effective, hands-on training and mentor to 10 new employees and motivated existing staff of 20 to perform at their highest potential (training materials created in MS PowerPoint and MS Word)
  • Increased first- contact resolution rates via remote support using Citrix GoToAssist by 20%
  • Managed and executed the final phase of new help desk integration with Fayetteville State University; interviewed key stakeholders, tested work flows and trained staff on-site to optimize the user experience
  • Redesigned and developed 6 ITS first-year orientation brochures using MS Word and Adobe InDesign
  • Executed 18 annual New Student Orientation sessions to advocate service desk support channels
  • Achieved individual "Very Satisfied" technical support customer satisfaction of 91%, 2014-2015
  • 2013 ITS Unsung Hero Team Award Recipient for training efforts
  • “ITS Buddy” Nomination from FSS Management in 2010

Tech Support Technician

University of North Carolina-Chapel Hill
  • Provided Tier 1 phone support for IBM, Lenovo, and Apple laptops, UNC supported software applications, and IT services for 29,000+ student body
  • Diagnosed and resolved customer issues regarding UNC supported software, password resets, campus Ethernet and wireless network configuration, learning technologies (i.e. Blackboard and Sakai) and various Internet browser support
  • Handled approximately 35 calls a day using Genesys Customer Experience Platform
  • Tracked customer issues using BMC Remedy Software
  • Star Heel Award recipient in 2009 for building customer rapport, generating customer retention, and referral business

Triage Phone Support

University of North Carolina at Chapel Hill
  • Answered basic information technology inquiries regarding hardware, software applications, and IT services (Handled 10 calls per day)
  • Completed data entry project tracking after- hour business calls
  • Gained cross- functional experience by administering callbacks for Walk-In Services Group and serving as University Operator
  • Assisted supervisor with student employee time sheets, bi-weekly meeting minutes, and training documentation upkeep