Experience

• 

  Fairview music

  Feb 2005 - Oct 2010

  Instructor

  Music InstructorInstruction of Guitar, BassPrimary focus on Classical (beginner to advanced) and Rock (beginner to intermediate)

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  Columbia college chicago

  Dec 2010 - Dec 2012

  Adjudicator

  Adjudicate students on their performance on classical guitar.

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  The lockport conservatory of music

  Apr 2011 - Dec 2013

  Owner instructor

  Music InstructorInstruction of Guitar, BassPrimary focus on Classical (beginner to advanced) and Rock (beginner to intermediate)

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  Columbia college chicago

  Mar 2013 - Mar 2013

  Substitute

  Substitute professor

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  Devry education group

  May 2013 - Feb 2017

  Charged with structuring and managing the aid desk team and workload to certify that all complaints and requests were prioritized and promptly attended to daily, and apportioning swift response time to higher tickets. Managed a team of 18 employees and 4 contractors, including full-time remote staff. Also stimulated the transition of staff from internal I.T. support to external I.T. support desk as an outsourced workforce. Transitioned knowledge base from SharePoint to Salesforce, allowing for tracking of resources used by agents leading to over 20% of time saving. Exemplified expert guidance in choosing and sourcing cost-effective end-user equipment and enterprise software. Illustrated superior leadership oversight by aiding the help desk and end-user technology projects, generating training plans and strategies for the help desk team to ensure better productivity and customer satisfaction. Orchestrated continuous process improvements with regards to end-user support, development of automation processes to induce better creativity and efficiency for the help desk team saving them 20% more time. Show less Facilitated and developed existing team members, hired and trained new team members to improve the delivery of customer satisfaction, and increase performance margin by 50%. Created a comprehensive report for management Provided hardware and technical support as well as recommendations of enterprise software for organizations for over 50% of organizations. Rectified, investigated, and acknowledged issues and assigned I.T. function colleagues/analyst to correct the matter. Guaranteed the smooth resolution of tickets within SLA targets. Documented self-service instruction for end-users and knowledgebase articles to relieve the help desk team and remove trivial recurring issues. This caused the clients to have 100% satisfaction and increase the productivity of the help desk team by over 45%. Fortified routine maintenance checks on systems and identified systems that need to upgrade, fixing, or total replacement on a monthly basis. Show less

  • Supervisor, IT

    Mar 2015 - Feb 2017

  • Team Lead

    Mar 2014 - Mar 2015

  • Help Desk Analyst

    May 2013 - Mar 2014
• 

  Eddie z's blinds and drapery

  Apr 2017 - Apr 2018

  Manager customer care

  Directed customer service staff's daily activities to guarantee proper alignment service to achieve the corporate mission, extend excellent qualities, and reach higher customer retention and build a strong customer base. Remodeled the Customer Care Support budget (refund), causing it to experience a significant reduction in cost by 30% through updated negotiation tactics/updated scripts with customers. Coached current staff on new technologies to begin support of the parent company (3 Days Blinds), causing an increase in customer care staff from 2 to 6. Selected the best-trained staff to solve problems and execute changes to cater for short and long term objectives. Demonstrated expertise in managing, planning, and implementing requirements and program elements. Attended customer group meetings, and corporate meetings to strategize on improving customer service by over 30%. Identified talented customer service staffs and provided further training, development, and appointment to help utilize their skills to the maximum within 3 to 6 months of training. Show less

• 

  All chicago making homelessness history

  Jul 2018 - Apr 2022

  Dynamic and provident Systems Manager offering over 6 years of experience in demonstrating leadership to multiple teams and strategy development to meet and exceed customer and corporate goals. A distinguished expert with a knack for driving organizational excellence, fostering customer relationships, and resolving complaints and eliminate issues before they escalate. Skilled in supervising day-to-day business operations to deliver outstanding customer service, system support, training, and producing cost-effective solutions to optimize efficiency. Accustomed to working in a fast-paced environment with the ability to remain calm and proffer the best possible solution to a problem. Show less Manage the daily activities of the HMIS, accelerate and coordinate system and user support and training across the CoC (Continuum of Care) Formulate and oversee HMIS training, including creating new content and modifying existing practice as well as providing group training or offering one-on-one technical support and mentoring to trainees to help resolve personnel, customer, and system issues and complaints from customers using (Helpdesk Oversight). Prioritize the upgrade of the ticketing system (Zendesk) monthly and institute company-wide SLAs for the Help Desk support to COC (Zendesk) Streamline activities and lower the averages of the First Contact and Full Resolution Time strategically, reaching a new standard of 2.4 hours in Sept 2019 against 2028 hours in Jan 2019, and 7.86 from Jan 19 to present against 108.99 respectively. Increase the units of training module production from 1 in 2019 to 7 in 2020. Saved the company lots of revenue by introducing shift plans to support larger projects and improve cost savings. Show less

  • Senior Manager of Information Services

    Jul 2021 - Apr 2022

  • Manager, Information Services

    Jul 2018 - Jul 2021
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  Dyopath

  Jan 2019 - Apr 2019

  Site supervisor

  Managed a team of Analysts that supported 3 external contracts with different enterprise software.

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  Connecticut coalition to end homelessness

  Apr 2022 - May 2023

  Director of hmis and strategic analysis

  In concert with the HMIS Steering Committee and the CCEH Chief Executive Officer, develop and implement Data Quality standards and other approaches to provide valid and reliable data.Provide leadership and support for all programmatic reporting including shelter utilization, Rapid Re‐housing, and Coordinated Access.Develop and manage day‐to‐day operations as necessary to ensure the responsibilities of CCEH as Lead Agency are fully discharged.Develop methods to restructure HMIS transaction data for use in analytic reporting Show less

• 

  Nutmeg consulting

  Jul 2023 - now

  Solutions architect

  🔹 Absorb LMS Administration:- Proficiently administer the Absorb LMS platform.- Develop and implement engaging training content tailored to organizational needs.🔹 WordPress Website Management:- Successfully manage and update websites using WordPress.- Responsible for the ongoing maintenance, ensuring a seamless and user-friendly experience.- Regularly update and curate content, including news items, release notes, and articles in the knowledgebase.🔹 Communication and Outreach:- Facilitate effective communication through platforms such as Constant Contact.- Disseminate release notes, updates to the Homeless Management System (HMIS), and other business-related information.🔹 Coordinated Entry By-Name List Management:- Skillfully manage the Coordinated Entry By-Name List.- Develop comprehensive training materials for Coordinated Entry processes. Show less