Experience

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  Climb, inc

  Oct 2005 - Jul 2012

  Direct support professional/supervisor

  Primary responsbility with multi-disabilities clients in the residential home that included assisting with preparing meals, bed, laundry, housekeeping, and travelingAssisted the Medical Coordinator with distributing clients' medicationsSupervised a residential home for forty clients with ten staff

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  National technical institute for the deaf/ rochester institute of technology

  Jun 2013 - May 2018

  Client services support assistant

  -Provide technical support for computers and peripherals both hardware and software and record information through the LANDesk Service Desk ticketing system with the goal of ensuring client needs are met in a timely fashion-Help maintain operational documentation for procedures, software and hardware-Maintain and adhere to RIT security standards, directory structures, system updates and policies -Set-Up Desktops and Laptops, Install and upgrade software as required on a routine non-emergent basis-Assist with the provision for laptops and desktops-Work with Department Staff to support ongoing projects and more detailed Help Calls.-Provide support to the System Engineering and other department personnel if and when need to perform technical and other related tasks.-Monitor first level (Triage) tickets to ensure a consistent quick response by the NTID Service Desk to client needs-Trouble-shoot issues and maintain hardware / software within the RIT infrastructure Show less

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  The national guard association of the united states

  Jun 2015 - Aug 2015

  Human resources assistant

  -Provided assistance to Human Resources Specialists-Conducted technical assistance in executing the employee relations program. -Assisted with classification specialist by performing job audits and making classification determinations on a variety of clerical, and technical occupations (GS-07 and below) and Wage Grade occupations where standards clearly apply

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  Army & airforce exchange service - aafes

  Jun 2016 - Aug 2016

  Method procedure analyst

  Reviewed, analyzed, and evaluated business system and user needsFormulated systems to parallel overall business strategies and compiled statistical reports

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  National technical institute for the deaf/rit

  Jun 2017 - Aug 2017

  Ntid facilities services & sustainability operation assistant

  Assisted the Senior Staff Assistant of NFSS with daily administrative functions as well as hand-on projects as assigned which included scanning documents, filing paperwork, organize keys, unlocking keys, mail, inspect fire extinguished monthly, computer data entry, program card swipe access, and maintenance requestAttention to accuracy and detail, integrity in handling confidential documents, good interpersonal skills, and customer services

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  Convo communications

  Jan 2019 - Sept 2019

  Customer support specialist

  ● Provided front-line support to customers regarding product and services● Assisted customers with account registrations● Updated customer information in the customer service database● Resolved product or service problems by clarifying customers’ complaints● Determined causes of problems, selected and explained best solutions to solve problems● Expedited correction or adjustments to resolve customers’ issues● Followed up to ensure resolution and retention● Maintained documentations in well-known CRMs such as Intercom and Salesforce● Recommended potential products or services● Maintained a high level of professionalism and rapport with everyone● Collected customers’ information or requests to share with other departments● Compiled compliments, complaints, and feedback regarding services or features● Supported Alpha/Beta program by collecting, reproducing, and organizing feedback from testers Show less

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  Apple

  Feb 2020 - Nov 2020

  Technical specialist

  - Provide software and hardware troubleshooting for consumer and business customers.- Communicate the purpose and practice of using cloud storage and synchronization systems.- Assist customers in creating backup and data management strategies.- Extensive troubleshooting on mobile devices

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  Communication service for the deaf (csd)

  Nov 2020 - Jul 2021

  Asl customer support representative
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  Internal revenue service

  Sept 2022 - now

  Account Management for Refund Inquiry. Promoted as an intern worklead.

  • Account Management

    Jun 2023 - now

  • Tax Examiner (1040-X)

    Dec 2020 - Jun 2023

  • Lead Tax Examiner

    Sept 2022 - Oct 2022