Experience

Wayne RESA

• United States
• Education Administration Programs
• 100 - 200 Employee

• Application Business Analyst

  • Jan 2021 - Present

  • Data analysis, training, coordination, and technical support to Wayne County school districts via JIRA ticket system, phone, and e-mail. • Ensure ticket SLAs are met.• Maintaining knowledge as a subject matter expert in the Student Information System (MISTAR-Q)• Train end-users in existing and new features.• Project management for multiple high priority projects at once.• Identify stakeholders, gather requirements, meeting deadlines for projects and support tickets.• Ask effective questions and help define problems. • Support third party data integrations including payment software and MIDATAHUB.• Recommend, design, and implement solutions and improvements for functional, technical, service or process issues.• Troubleshoot software issues quickly and efficiently.• Act as a liaison between end-users and Information Technology department.• Test and implement program enhancements.• Uphold strong call handling, software troubleshooting skills in high-pressure and time-sensitive situations.• Ability to self-manage while also working as a part of a team, in a fast-paced, high-pressure environment. Show less

• Application Support Technician

  • Jul 2018 - Jan 2021

  Providing Technical support to employees of Wayne County school districts via JIRA, Phone, and e-mail.Maintain a strong knowledge of the Student Information System.Work with leadership to troubleshoot software quickly and efficiently. Uphold strong call handling, software troubleshooting skills in high pressure environment.Ability to self manage whole also working as a part of a team.



Hamtramck Public Schools

• Hamtramck, Michigan, United States

• Computer Technician

  • Jan 2018 - Jun 2018

  Provide desktop and technical support to all teachers and employees of Hamtramck Public Schools via phone, e-mail, ticket system, and face-to-face interaction Maintaining a strong knowledge of the student information system answering questions and providing in office support quickly and efficiently Training teachers and staff on aspects of the student information system and ensuring proper use for quality information Provide desktop and technical support to all teachers and employees of Hamtramck Public Schools via phone, e-mail, ticket system, and face-to-face interaction Maintaining a strong knowledge of the student information system answering questions and providing in office support quickly and efficiently Training teachers and staff on aspects of the student information system and ensuring proper use for quality information



Thomson Reuters

• Canada
• Software Development
• 700 & Above Employee

• Technical Support Representative

  • Jun 2015 - Jan 2018

  Providing customer support and technical issue resolutions via phone, e-mail and ticket system (Salesforce) Maintain a strong knowledge of supporting products and softwares while meeting performance objectives in call handling, customer satisfaction and call quality Effectively communicate and interact with leadership to ensure issues and questions are resolved to ensure customer needs are efficiently met Strong call handling, software and hardware troubleshooting skills Ability to self-manage whole also working as a part of a team, in a fast-paces, high pressure environment During my time at Thomson Reuters, I have achieved and proven various skills and milestones, including but not limited to: -Cross trained in multiple softwares to provide ample support to a variety of customers -Chosen to be a member of the development team to test new products and provide recommendations before they were sent to market Show less