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Summary

Former Tech Support Specialist with over 10 years of IT support experience. Demonstrated talent for identifying, improving, and streamlining complex work processes and productivity well beyond projected goals. Effectively conveys information verbally and in writing with exemplary organizational skills with a high degree of detail orientation. Have analyzed system requirements and implemented, configured, and tested solutions. As liaison between management and developers, was able to maintain clear, documented communication.

Professional Experience

Mar 2015May 2016

FSS Work-Flow Team Lead

ITS Frontline Support Services (FSS), UNC-Chapel Hill
  • Identified and documented annual business processes for FSS customers
  • Conducted periodic FSS Team Root Cause and Trend Analysis to maintain sponsor Service Level Agreements (SLAs)
  • Recorded weekly staff meeting notes and coordinated training with FSS customers and colleagues
  • Subject Matter Expert in Sakai Learning Management System and Oracle PeopleSoft Student Administration system
  • Developed 300+ technical documents and Standard Operating Procedures (SOPs), forming the basis for a migration of internal team knowledge base in SharePoint to WordPress support website
  • Prepared reports and deliverable documents for content, grammar, and style on a weekly basis
  • Provided FSS Tier 1 support services to maintain sponsor's 80% SLAs
Oct 2010Mar 2015

IT Support Analyst

ITS Frontline Support Services (FSS), UNC-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)
Jun 2008Oct 2010

Tech Support Technician

ITS Frontline Support Services (FSS), UNC-Chapel Hill
  • Provided Tier 1 technical support for hardware, software applications, and IT services (Handled 30 calls per day for 29, 000+ student body)
Mar 2004May 2008

Triage Phones Support

ITS Response Center, UNC-Chapel Hill
  • Answered basic information technology inquiries regarding hardware, software applications, and IT services (Handled 10 calls per day) 

Education

Anticipated Graduation Date Sept 2018

M.S., Project Management

NORTHEASTERN UNIVERSITY
  • Experiential online program includes managing virtual teams and hands-on experience with the full range of Project Management (PM) Tools, Techniques, and PMBOK® Theories 
  • Completed Courses/Relevant Coursework : PM Management Practices; Negotiation, Mediation, and Facilitation; Project Risk Management; Project Scope Management; Project Scheduling and Cost Planning; Leading Remote Project Teams; Project Quality Management; Leading and Managing Technical Projects

Other  Professional Experience 

Jan 2012Present

Webmaster & Social Media Administrator

Elon First Baptist Church
  • Unique website visitors increased after redesign projects in 2012 and 2015
  • Increase in organic stakeholders' involvement and satisfaction more appealing visual Facebook, Twitter, YouTube posts and uploads

Professional Awards & Certifications

May 2015Present

HDI Support Center Analyst (HDI-SCA)

Help Desk Institute

This certification verifies that front-line technical support professionals possess the knowledge and skills required to provide quality service and support

June 2013

ITS Unsung Hero Team Award

Delivered effective, hands-on training and mentoring to 10 new employees and motivated existing staff of 20 to perform at their highest potential

Aug 2010

ITS Buddy Nomination

Selected by ITS Helpdesk Management to mentor permanent employee needs

May 2009

Star Heel Award

Received award for excellent customer service, building customer rapport, and generating customer retention and referral business

Mar 2015May 2016

ITS Helpdesk Social Committee

UNC-Chapel Hill
  • Initiated, planned, and executed monthly social events to foster staff engagement and interactions
Mar 2013May 2016

ITS Helpdesk Marketing & Social Media

UNC-Chapel Hill
  • Developed promoted, and implemented all marketing efforts that encourage positive ITS brand equity and increased visibility to 3 stakeholder segments: incoming, current, and graduating students
  • Planned and executed 18 New Student Orientation and Graduation Fairs to advocate helpdesk services
  • Redesigned and developed 6 ITS first-year orientation brochures
Oct 2012Dec 2014

Fayetteville State University (FSU) Pilot

UNC-Chapel Hill
  • Played key role as FSU Technical Subject Matter Expert to implement first-ever UNC System in-sourcing helpdesk solution
  • Consulted with senior management at both campuses to ensure communications of business requirements were translated into both technical metrics and service level agreements
  • Improved current FSU workflows and support documentation for end-user experience and internal training

Other Professional Experience 

Aug 2016Present

Marketing Director 

Elon First Baptist Church 
  • Execute and monitor internal graphic  design projects, web design and development, public relations activity, and all marketing vendor relationships
  • Produce a strong mix of platforms including digital/print advertising, e-newsletters, direct mail, media relations, and website content to keep all stakeholders abreast with the latest church information