Experience

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  Transunion

  Jan 2011 - Dec 2012

  Enterprise desktop team lead

  Supervision & Training: Manage 8 Desktop Technicians for a company with +2,500 users. Coach employees on a daily basis, and conduct annual performance reviews. Interview and make hiring recommendations. Mentor interns in technical skills and professional behaviors. •Filled the Manager’s role during a month-long absence. Participated in operational and planning calls with senior executives. •Wrote SOP for remote employees impacted by the NATO Summit in 2012. Operations: Collaborate with the Department Manager in planning daily deadlines, delivery queues, and other priorities. Implement SOP, and manage projects. Distribute assignments, and execute project plans. Evaluate metrics for system performance, ticket management, and user satisfaction. Analyze data to maintain and improve desktop performance. Communicate across departments regarding system-wide changes and policies. Document solutions for end-users. Stay current with new systems and system tools that enhance productivity. •Currently developing a system to track assets, working in collaboration with HR, Database, and Modeling teams. •Improved planning and workflow by developing and implementing new SOP for Desktop Support.•Improved purchasing by conducting comparative tests of new products with a focus on performance, processing, storage, and ergonomics. Show less

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  Wttw/chicago pbs

  Jan 2013 - Aug 2017

  Help desk manager

  As the Help Desk Manager, I plan, direct, and coordinate resources that assist users with resolving problems related to IT. This includes interacting and consulting with clients to manage client satisfaction; implementation of desktop hardware and software; and, everyday service requests relating to PC, server, and network hardware and software. Through on-the-fly training and problem resolution, the I empower users to take a more self-service approach to IT-related issues in the workplace and ensures business process and quality standards are maintained. •Respond to all IT problems and malfunctions, providing guidance and assistance as needed.•Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships. •Oversee servicing of a range of equipment from workstations to servers to networks.•Choose appropriate technology and other resources to maximize help desk effectiveness.•Serve as a help desk subject matter expert in assessing impacts associated with new projects or application enhancements.•Works with appropriate staff to research calls received via the help desk to determine if a call is due to an application bug, an application enhancement, or if a training requirement exists. •Work with project managers to integrate changes in work schedules.•Develop a customer care philosophy that ensures customer satisfaction. Show less

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  Transunion

  Sept 2017 - Jan 2019

  Information technology governance consultant

  Governance is responsible for four main areas: governance, reporting, communication and tool support. I perform assurance/audit and risk assessments across the IT enterprise. Taking the results of these assessments, I partner with IT leaders to remediate findings and reduce unwanted risk to our enterprise. I act as a risk and governance ambassadors assisting and guiding gap analysis. I also provide best practices and control recommendations. Additionally, I partner with all areas of IT, compliance and/or legal.• Assist in the creation and ongoing maturity of the Global Technology (GT) Governance function by establishing internal partnerships, process organization and documentation.• Own and / or facilitate weekly project meetings to drive project progress and resolve issues; prepare and distribute agendas, minutes, action items and status reports.• Manage multiple projects simultaneously, maintain excellent communication (written and oral) and service to internal client group. Show less

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  The salvation army kroc center - chicago

  Dec 2019 - Jul 2020

  Fitness attendant

  Offer regular weight room orientation/instructional sessions to the members at various times throughout the day to adequately respond to the novice lifter. Verifying membership status and ensure the ability to move about fitness area ensuring proper usage by patrons. Ensure the safe use of the facility by enforcement of facility regulations and ensuring that authorized patrons use the facility. Provide information and answer questions about available programs.Work with volunteers and work with them on a professional level. Show less

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  Chicago park district

  Jan 2020 - May 2020

  Student intern - sports recreation leadership (srl) & wellness

  Assigned a project creating presentation content for Gately Park Indoor Track and Field facility's Hall of Fame. This project highlighted Chicago's local accomplished track & field athletes.Learned day-to-day administration and provided support of Sports and Recreation Leadership.Assisted with set up, and participated in various events hosted by the Wellness staff for Chicago Park District employees. Events such as WorkWell Spring 2020 Challenge, The Titan Challenge, Park Supervisor Conference and The Day Camp Conference.Assisted Workforce Development with reviewing training and development content. Show less

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  The chicago high school for the arts

  Jul 2020 - Jul 2021

  Manager of technology and operations

  As the Manager of Technology and Operations (MTO) I am responsible for the overall support of organization-wide information systems, database systems, and online media. I provide the technical and facility-related resources necessary to enable the organization to meet its educational, administrative, and fiscal goals. I ensure that the ChiArts facility is professionally managed and maintained through coordination of CPS designated staff.Technology• Facilitate the formation and ongoing enhancement of a strategic plan for technology and it’s support for the organization’s mission and vision.• Provide oversight, coordination, and integration of the organization’s databases working with each database “power” user to insure proper operating standards, policies, and procedures are defined and implemented.• Ensure the efficient and effective utilization of implemented technologies and other technical/digital equipment through ongoing training, orientation, and technical support of staff, teachers, and students.• Develop and oversee IT budgets.• Arrange technology scheduling and needs for district assessments such as STAR, ACCESS, ISBE.Operations• Develops and oversee Operations Budget.• Maintain School Bell system.• Manage operational matters for the facility including subcontracted labor, shared and performance space, and outside grounds.• Work and coordinate with the Production team as needed.• Communicates school’s needs to the CPS assigned building engineer and manage the school’s relationship with outside vendors.• Ensure that ChiArts facility, grounds, equipment, and furnishings are functional and safe for staff, students, teachers, and the community. Show less