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Professional Summary
Skills
  • Creative problem solver
  • Local/state health laws knowledge
  • Cash flow management
  • Exceptional communication skills
  • Multi-line phone talent
Work History
Sales Representative, 12/2017 to 01/2018
 Qualified Solutions Costa Rica – Santa Rosa, Heredia
  • Answered product questions with up-to-date knowledge of sales and store promotions.
Collections Specialist, 12/2016 to 08/2017
 United Collection Bureau – Heredia, Heredia
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.
  • Reached out to approximately 200 account-holders daily.
Technical Support Representative, 02/2016 to 08/2016
 Teleperformance Costa Rica – Pozos, San José
  • Resolved problems with malfunctioning products.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
Technical Support Representative, 01/2015 to 02/2016
 Sykes Hatillo – San José, San José Province
  • Provided base level IT support to non-technical personnel within the business.
  • Resolved problems with malfunctioning products.
Customer Service Representative, 08/2018 to Current
 Smile Direct Club – San Rafael, Alajuela
  • Provided customers with important details about billing, payment processing and support procedures and requirements. 
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Assisted customers by listening and finding solutions to problems and by making recommendations based on extensive product knowledge.
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Professional Summary

IT Professional with over 15 years experience providing technical solutions through high-quality service and support, seeking to make a career change where my analytical and problem solving skills can be utilized.  Areas of expertise include excellent communication skills and documentation practices, ability to work both independently and collaboratively in a professional manner, and experience as administrator and subject matter expert on various software packages. 

Experience
  • Managing multiple projects simultaneously
  • Network infrastructure
  • Office 365 Admin
  • AS400-IBM iSeries
  • Windows Server 2003 - 2012
  • Windows 7 - 10 and MAC OS
  • Active Directory
  • Data management
  • Server administration
  • Desktop administration
  • Self Motivated
  • Team player
  • Technical support and ticket management
  • Knowledge Base management
  • Staff Development
Work History
It Systems Administrator, 09/2007 to Current
 The Certif-A-Gift Co. – Arlington Heights, Il
  • Oversaw the daily performance of computer systems
  • Referred major hardware and software problems and defective products to vendors or technicians for service
  • Made recommendations and developed technical design for new application features
  • Trained users in the proper use of hardware or software.
  • Participated in special projects, evaluations, and process improvements
  • Provided after-hours support for applications and project efforts when needed
  • Ensured proper installation of cables, operating systems and software
  • Supported all departments with daily operational functions
Data Security Analyst, 02/2003 to 05/2007
 Washington Mutual – Vernon Hills, Il
  • Installation and maintenance of security software
  • Approving or denying requests to network files and applications
  • SME for proprietary software for internal and external users
  • Troubleshooting software updates , documenting discoveries, and providing feedback to developers
Education
BS-INSY: Information Systems and Operations Management University of Texas at Arlington - Arlington, TX
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Professional Summary

Highly effective project manager with a background in marketing.  Adept at using innovation, creativity, and resourcefulness to plan and implement programs and events that reflect brand strategy and reach end goals.

Skills
  • Event planning and implementation
  • Creative thinking
  • Vendor sourcing and management
  • Customer relationship management
  • Highly collaborative
  • Adaptable
Work History
Sr. Project Support Specialist , 07/2016 to Current
 Georgia Tech Research Institute – Atlanta, Georgia


  • Lead the creation and execution of all GT Institute for Information Security and Privacy (IISP) events including: summits, sponsor visits, lectures, outreach events, conferences, and trade shows.
  • Work with the Institute for Information and Security Leadership to determine program goals and objectives to create a marketing strategy that will be targeted, effective, and drive program participation. 
  • Develop and Manage all aspects of event production from determining the message, to identifying the stakeholders, and creating a perfect environment.
  • Establish an open line of communication with sponsors, customers, contractors, and researchers to ensure strong working relationships and continuous business development opportunities.
  • Work closely with Georgia Tech Communications Department to develop creative briefs, press releases, web presence, and additional marketing materials for special events.
  • Follow Georgia Tech policies and procedures when completing and gathering paperwork such as legal documentation, contracts, vendor forms, statements of work, etc.
Project Support Specialist , 10/2012 to 06/2016
 Georgia Tech Research Institute – Atlanta, Georgia


  • Managed the day to day logistics of the High Innovative Computing Division including balancing the division budget, overseeing procurement, staff forecasting, and additional division management activities as assigned.
  • Generated monthly reports depicting staffing forecasts and related project finances.
  • Served as the primary liaison between division customers and internal faculty.
  • Prepared project status reports to review with customers and the appropriate research team on a bi-weekly or monthly basis depicting progress made, upcoming plans, and project roadblocks to ensure deliverables were made on time and all problems were anticipated and mitigated.
Education
BBA: Marketing , 2011
 Valdosta State University - Valdosta, Georgia

Sorority President, Delta Theta Chapter of Alpha Delta Pi

Accomplishments
  • Spot Award, October 2015 - Execution of the inaugural Center for the Development and Application of Internet of Things Technologies board kickoff.
  • Spot Award, November 2015 - Execution of the 13th Annual Georgia Tech Cyber Security Summit.
  • Spot Award, 2018 Fiscal Year for Outstanding Performance.
  • Spot Award, 2019 Fiscal Year for Outstanding Performance.
Certifications
Certificate for Special Event Management : 2016 Emory Continuing Education - Atlanta, GA.
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Objective

 A highly motivated and outgoing individual looking to use interests and school experience to become an exceptional asset to your organization.

Professional Profile
  • Polite and Professional Demeanor
  • Detail and Time Oriented
  • Customer service
  • Desktop and laptop installations
  • Technical support and assistance
  • Help desk support
Education
Associate of Science: Information Systems Southwest Tennessee Community College - Memphis, TN
  • Member of Men of Southwest Tennessee (M.O.S.T)
Work History
I.T Support Specialist , 11/2018 to Current
 Alliance Healthcare Services – Memphis, TN
  • Answered calls and emails at company's help desk, assisting employees and customers with troubleshooting computer issues.
  • Used diagnostic tools to identify hardware failures and replace non-functional components.
  • Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
  • Removed and replaced malfunctioning computer parts to correct hardware problems.
  • Setup, installed and configured computers in various business locations to support operations and reporting.
Certifications
  • CompTIA IT Fundamentals
  • CompTIA A+
  • CompTIA Security+

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