Dynamic and results-driven professional with over 20 years of experience in technology and customer service, offering a unique blend of technical expertise and a passion for delivering exceptional client experiences. Skilled in troubleshooting and resolving complex technical issues, implementing innovative solutions, and streamlining operations to enhance efficiency and customer satisfaction. Adept at building lasting relationships with clients, mentoring teams, and driving business growth through strategic use of technology and superior customer service. Proven ability to adapt to evolving technologies while maintaining a customer-focused approach to problem-solving.
Experience
DMI, INC
Aug 2021 – Apr 2024
remote
Service Desk Technical Trainer / Curriculum Developer
Facilitated “New Hire” onboarding for all Service Desk new hires. Provided a high level overview of the service desk Training Academy (4-weeks), software applications & tools (SharePoint, Active Directory & Bomgar to name a few), customer service best practices and company policies.
Designed and implemented all training materials, including manuals (SOPs), presentations and multimedia content for easy effective delivery.
Leveraged Power BI to develop and maintain interactive dashboards and reports to drive strategic business decisions. Skilled in data visualization, report automation, and providing actionable insights to cross-functional teams.
Developed SharePoint applications, MS Forms and other 365 products for internal use to implement a high level of ongoing training sessions to keep the service desk staff updated on new processes, policies & procedures.
MBO Partners
Jan 2020 – Jul 2021
Remote
AML Compliance Analyst
Actively review high-volume customer transactions using specialized software to detect potential suspicious activity patterns, including unusual transaction amounts, complex transactions, or activity inconsistent with a customer's profile.
Conduct thorough customer identification and verification processes, including enhanced due diligence for high-risk customers, to assess potential money laundering risks.
Participate in ongoing AML risk assessments, identifying potential vulnerabilities within the organization and recommending mitigation strategies.
Lambda School
Mar 2019 – Jan 2020
Remote
Lead Software Developer - Training
Directed the development team in all aspects of the software development life cycle, including design, development, coding, testing, and debugging, to deliver high-quality solutions.
Wrote testable, scalable, and efficient code, leading by example, and setting coding standards for the team. Increased website visibility and traffic after new code was implemented for testing.
Generated detailed documentation of the processes, including results of product tests, data, flowcharts, diagrams, layouts, code comments, etc
National Science Foundation
Jan 2017 – Feb 2019
Incident Manager
Overseen the end-to-end management of incidents reported to the service desk
Collaborated with various IT teams, including support, operations, and development, to facilitate the resolution of incidents.
Conducted root cause analysis for major incidents to identify issues and prevent recurrence.
Keen Logic @ National Science Foundation
Apr 2016 – Jan 2017
hybrid
Program Support Analysis
Provided advanced technical support to end-users and customers, addressing escalated issues that cannot be resolved by Tier 1 support.
Troubleshoot and resolve complex hardware and software problems related to desktops, laptops, peripherals and network infrastructure
Collaborated with Tier 3 support and other technical teams to escalate and resolve critical issues in a timely manner.
Stanford Technical Institute (STI)
Jul 2008 – Apr 2016
Senior Technical Trainer
Conducted comprehensive training needs analysis within the assigned area to identify skill gaps, performance issues, and training priorities.
Facilitated in-person and online training sessions across various levels of employees, utilizing effective instructional methods like lectures, workshops, simulations, and hands-on exercises.
Provide ongoing support and coaching to employees post-training to solidify new skills and address any concerns.