Diligent professional with strong support skills and a keen attention detail.
Experience
Sacred Heart University
Jul 2023 – Present
Stamford, CT
Data Analyst and Academic Coordinator
· Administer student surveys, data retrieval, compilation, analysis, and tracking and/or reporting of program data for accreditation, University Academic Program Review, College of Health Professions’ assessment, NECHE, and CT OHE reporting requirements.
· Provide data driven insights while utilizing input from department faculty and staff to propose and implement various procedural improvements.
· Assist faculty in conducting trend analysis, quantitative and qualitative data analysis, and performance metrics with the use of various data software.
· Produce timely reports to organize and implement multiple sources of data for meeting accreditation standards and requirements.
· Organize and maintain records in CAE LearningSpace, ExamSoft, CASPA, and EXXAT.
Sacred Heart University
Oct 2017 – Jun 2023
Stamford, CT
Senior Technical Support Specialist
· Designed and implemented a new process for monitoring and coordinating audio visual maintenance and support at the University’s satellite campus locations.
· Acted as the lead contact who liaises and organizes hardware or system upgrades and issue resolutions with various University technology departments and vendors.
· Transitioned an academic department to a remote learning environment during the pandemic.
· Created archival support and instructional materials for specific software systems to better assist faculty, staff, and students.
· Developed training materials for intradepartmental cross training initiatives intended for the administrative IT teams within the University.
Apple, Inc.
Oct 2015 – Feb 2017
Corona, CA
Remote Technical Support Analyst
· Performed amongst the top 5% of all remote analysts and exceeded customer resolution standards.
· Actively analyzed customer issues while providing superior customer service to all Apple consumers.
· Proactively engaged with advisors across other departments to enhance troubleshooting efficiency across iOS and Mac OS hardware and software.
Jones Day
Jul 2013 – Jul 2015
San Diego, CA
Technology Support Specialist
· Acted as the primary and lead IT contact for the law firm’s San Diego office; responsible for efficiently and effectively troubleshooting all technical issues for over 80 partners, associates, and legal staff.
· Successfully led office wide laptop upgrades, legal video conference meetings, telephony system upgrades, along with printer installation and upgrades.
· Coordinated and created employee network profiles, building security access, and laptop imaging.