Experience

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  Red river high school

  Aug 2005 - May 2006

  English teacher

  Planning and implementing lessons in a classroom environment. Giving tests, monitoring classrooms, teaching lessons, guiding small group work, facilitating discussion related to readings, grading papers. Sponsoring Drama Club.

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  Lakeview high school

  Aug 2006 - Oct 2006

  English teacher

  Planning and implementing lessons in a classroom environment. Readying students for life and college. Preparing students for graduate testing.

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  Kipp texas public schools

  Jan 2007 - Apr 2007

  Fifth grade science teacher

  Planning and implementing lessons in a classroom environment. Guiding students on the path to college. Preparing students for TAKS testing. Planning and implementing experiments.

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  Massage heights

  Jan 2008 - May 2008

  Massage therapist

  Providing relaxing, stress or pain relieving, or structural massage to clients.

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  Blizzard entertainment

  May 2008 - May 2012

  Providing excellent customer service via text or phone for World of Warcraft and Starcraft II. Provided In-Game support for Blizzard Entertainment.

  • Tier Three Customer Support

    Oct 2008 - May 2012

  • In Game Services Representative

    May 2008 - May 2010
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  Kabam

  May 2012 - Sept 2012

  Customer support

  Player Experience Agent

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  Omnibase of texas

  Nov 2012 - Apr 2013

  Operator

  Providing prompt and correct information regarding Failure to Appear holds against caller's driver's license. Request updates and streamlining of database entries as necessary to ensure information is accurate and up to date.

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  Nesco resource

  Apr 2013 - Jun 2013

  Game master

  Assist players with issues ranging from in-game to technical support via email or chat while using multiple tools. Accurately read database logs to ascertain details about characters, items, and account information.

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  Megapath

  Jun 2013 - Apr 2015

  Provisioner

  My supervisors saw me as someone to whom they could assign a task and move on, confident in the knowledge that because I had taken ownership it would be done correctly. They knew that if I had problems or questions I would reach out through appropriate channels to ensure a timely resolution. I provided:- post-fail reviews of orders to diagnose the root cause of the failure. From there I took ownership of the order until it has successfully been closed. - training for new hires as well as new process training for my team. - a rubric for and quality assurance (QA) reviews on my team. - detailed and stylistically consistent process documents for workflows. - a sounding board to peers and supervisors for initiatives to improve training, QA, and team management. Show less

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  Gtt

  Apr 2015 - Oct 2016

  Service delivery

  Under the management of GTT I provide the same excellent and attentive work as I did under the MegaPath name, with some notable exceptions: - I functioned as a floating back up for when one of my colleagues was out for a day. This involved being fluent in each technology that we worked, and being agile enough to move through various tasks and adapt to specific customer requirements as needed. - When not in the above capacity, I created and maintained process documentation, often working with vendors to document new order processes.- Additionally I provided training as needed to the team and for on-boarding. Show less

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  Igt

  Oct 2016 - Jul 2022

  - Review data to confirm company compliance with sales org-related contract requirements. - Document performance and prepare reports for Regional and Director level management. - Review current procedures for process improvement opportunities and work with stakeholders to design improvements and produce new procedures. - Create ad-hoc and regular reports related to contract compliance across over 500 requirements. - Assist external compliance auditors by gathering data and populations being tested. - Assist with special projects such as HUB vendor process for new proposal requests. - Administrate compliance auditing tool (ZenGRC) and train business owners in the use thereof. Show less As a Computer Operator I monitor computer systems that run lottery systems. Beyond general monitoring, common tasks include the following for three jurisdictions each with site specific software: - Updating software versions.- Basic server maintenance such as reboots- Customer service to lottery and retailers- Updating ticket and show messaging accurately - Troubleshooting and documenting or appropriately escalating issues indicated by monitoringIn addition to these required tasks I also add value to the company by: - Participating in a departmental Leadership Committee- Creating and updating process documentation.- Training new operators and those new to the jurisdictions with which I am familiar - Including traveling to other locations- Revising daily task list for clarity and changing task requirements- Taking available opportunities to add to my knowledge as relevant to the company. Show less

  • Field Audit Analyst

    Oct 2018 - Jul 2022

  • Operations Supervisor

    Aug 2017 - Oct 2018

  • Computer Operator

    Oct 2016 - Aug 2017
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  Truno, retail technology solutions

  Jul 2022 - now

  Training and documentation specialist