Experience

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  Legg mason (acquired by franklin templeton)

  Jan 2004 - Sept 2010

  • Utilized in-depth technical service experience and training to ensure the successful transfer of knowledge to employees through 1x1 and team-based training and coaching• Reduced the average trouble ticket time by 2 hours• Increased the first call resolution by 15% through systematic training of staff• Conducted interviews and recommended new employees/contractors for hire to management• Lead staff when support was needed during a project to relocate the primary Data Center• Continued improvements to the Disaster Recovery Testing Command Control Center through the first implementation after transition to the new Harbor East building• Quality Assurance / Improvement and Systems Management through Interviewing for the Right Fit, Meeting Management, Situational Leadership II, Time Management, and What Great Managers Do Show less

  • Tech Support Supervisor

    Jan 2007 - Sept 2010

  • Application Specialist and Team Leader

    Sept 2004 - Jan 2007

  • Application Specialist

    Jan 2004 - Sept 2004
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  T. rowe price

  Nov 2010 - Feb 2012

  Escalated customer support

  • Received internal associate and external customer ticket escalations from a help desk staff of up to 40 people• Received direct calls from high priority internal associates on issues that require immediate resolution• Categorized, followed up on, and reported on up to 200 external customer feedback submissions a month• Received, categorized, followed up on, and reported on up to 50 Compliance incidents a month• Diagnosed, escalated, directed, and documented an average of 9 System Events that represented multi-user impact a week• Participated in the re-organization of the Help Desk Support Structure• Assisted with the training of 2 new members in the re-organized group, integrating with the current supervisor structure to ensure adequate Help Desk coverage and availability Show less

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  T. rowe price

  Aug 2012 - Apr 2022

  Change management specialist

  • Assisted developers and team members with documenting new Change Request and Deployment Request procedures driven by conversion from an in-house Domino-based solution to ServiceNow• Promoting and deploying Mainframe and Unix-based changes• Designing and administering team SharePoint site, incorporating requests from management and peers. Updating and converting customer-facing documentation onto ServiceNow Knowledge site• Partnering with ServiceNow developers as Agile process and audit requirements are changing the way my team receives and satisfies requests. Developing dashboards to help prioritize work and continue to meet SLAs• Leading project to upgrade our Endevor product before end of life. Partnering with the vendor for our Endevor and AutoSys products to learn best practices, and ensure they understand how we use the products and continue to offer the features that we require Show less

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  Amazon

  Oct 2022 - Feb 2023

  Ramp agent

  * Caught cargo planes* Unloaded and loaded* Marshaled GSE* Operated cargo tractor and belt loader* Pushed ULDs* Sorted outgoing small packages

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  Asr solutions

  Feb 2023 - Nov 2023

  Technical support representative

  * Resolving or escalating tickets for drivers using our customized apps at approximately 50 companies* Proof reading and updating existing documentation, and adding new documentation* Developing a new time off solution for the company

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  Florida technical college

  May 2024 - now

  Admissions representative

  * Championing our programs to potential students by being knowledgeable and truthful about our programs, their benefits, and their challenges* Enrolling students with applicable laws, policies, and procedures in mind* Providing guidance to students primarily during enrollment and their first month of class, but maintaining contact as needed throughout the program