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Work experience

PC Phone

Phone Support Specialist

Support Specialist Resolved staff, faculty, administrators and student software and hardware problems. Evaluated user needs & recommended the appropriate resource center training courses. Coached top administrators and new users on the Simmons policies, procedures and special projects..

Simmons College

Day Support Specialist

Day Support Specialist II Acquired solutions and resolved client software problems in agreement with company's customer service policies. Assisted internal contractors to develop a work plan to repair malfunctioning software, following trouble-shooting protocol.

Blue Cross Blue Shield of Massachusetts


Enrollment Helpdesk/Quality Supervisor Communicated with the Audit and Enrollment teams to ensure solutions and resolve member issues in accordance to the company standards with company's customer service policies. Demonstrated organizational, verbal and written communication skills. Created a workflow process to assist internal trainers and management to improve enrollment a workflow processes, based on member touch point metric protocol.


It Support Analyst

IT Support Analyst Demonstrated sound judgment, yet creativity in providing workarounds to customer issues that cannot be resolved on first contact, while researching long-term solutions that will resolve the core issue. Followed defined process for escalation of issues non-resolvable in IT Support, but also practices good judgment in escalating issues for timely resolution when there exists no pre-defined process. Proven judgment and ability to work with minimal supervision as a Systems Administrator.

Sunstein, Kann, Murphy & Timbers

It Support Specialist/data Steward

IT Support Specialist/Data Steward Preserved the consistency and quality of the firm's data on its clients and matters. Provided end-user technical support on applications from Microsoft Office and legal industry specific applications. Served as the primary liaison between IT and other departments.

Exhale LifeStyle Magazine Social Media

Consultant, Contract

Consultant, contract Produced a strategy for building an online presence through content and design. Built upon existing connections and stimulated growth of the magazine within virtual communities. Advised and arranged the web content for various interests like: recipes, exercise tips and updated health news. An ability to deal with diverse people through various methods of communication.

Latham & Watkins

Support Analyst, Contract

Technology Support Analyst, contract Created a workflow for the transfer of client data for attorneys joining the firm. Collaborated with various departments to avoid data corruption or anomalies within virtual communities. Conserved a level of excellent customer service for attorney's and clients when necessary. Extensive knowledge in Microsoft Office Suite programs including but not limited to: all office equipment, telephones, copy machines, fax machines, printers, and computers.

Mt. EnnonBaptist Church

Technology Instructor

Technology Instructor & Computer Lab Facilitator, contract Instructor for adult learners of Computer Basics Course on Windows7 platform Mentored the community on the expectations and proper techniques of elevating customer service Troubleshoot, implementation team member and training of employees about the Avaya 6500 VoIP phone systems

SDDM Technology

Support Analyst, Contract

Technology Support Analyst, contract Developed a Help Desk process using technical skills proficiency in Microsoft Office programs Excellent communication skills utilized in training of Tier 1 and Tier II Help Desk support specialists Maintained a level of excellent customer service and evolved Help Desk Standards support, and maintain the help desk personnel, and payroll systems in addition to other integrated systems

NOVA Community College Affiliate

NOVA Community College Affiliate

Edited new course materials, instructor materials and lesson plans for Introduction to Basic Computing(BUS 226) and Student Development(SDV 106). Lead a team of four instructors as we provide assessment, classroom instruction, professional mentoring and career development coaching to culturally diverse students. Evaluate instructional methods & materials for effectiveness prior to the start of each term. Eligible students receive NOVA Community College credit for the 5 month certificate program(BUS 226, AST 101, SDV 106).

Alexandria City Public Schools(ACPS)

Substitute Teacher, Contract

Substitute Teacher, contract Empowers all students to pursue their education in the absence of the regular teacher. Succeed delivery in the lesson plan as prepared by the absent teacher. Collaborates with authority before initiating any teaching or other procedures not specified in the teacher's lesson plan.-work on this Computer C.O.R.E. Lead Instructor(3 concurrent courses)


Salem State College



Communication Skills