Experience

AccelerEd

• Germany
• Biotechnology Research

• Learning Support Specialist

  • Nov 2021 - Present

  United States Learning Management System (BrightSpace - D2L): • Assist in implementing and testing LMS features and functions • Support the integration of third-party tools and LTIs • Support the Model Sign Off Process for programs and courses • Create reports and analyze data from the LMS and LTI tools Content Management System (Adobe Experience Manager): • Manage user accounts, groups and permissions for supported content management systems • Generate reports for the… Show more Learning Management System (BrightSpace - D2L): • Assist in implementing and testing LMS features and functions • Support the integration of third-party tools and LTIs • Support the Model Sign Off Process for programs and courses • Create reports and analyze data from the LMS and LTI tools Content Management System (Adobe Experience Manager): • Manage user accounts, groups and permissions for supported content management systems • Generate reports for the content management systems • Initiate and approve workflows and content publishing within the CMS • Monitor and troubleshoot integrated system transactions and manually run feeds as needed Support • Troubleshoot and resolve tier 3 support requests • Process content change requests and maintain content versioning • Generate reports for the ticketing system • Collaborate with stakeholders and other support teams as needed • Perform testing, analyze testing results, and report errors to appropriate teams • Create user stories for bugs, enhancements or new technologies • Author and maintain process and product documentation • Develop training materials to assist end users with the use of learning technologies • Provide excellent customer service • Perform other job-related duties as required

• Senior IT Service Desk Analyst

  • Jul 2019 - Nov 2021

  Upper Marlboro, Maryland • Resolution of functional and technical inquiries is a key component of a Senior Service Desk Analyst. Analyst will act as the Service Desk team lead and carry out the duties listed below: Work in a team call center environment, providing peer mentoring and training to other Service Desk analyst, and Service Center Tier 1 support agents on applications and systems supported by the IT Service Desk. As needed, respond to requests for functional assistance from faculty regarding key… Show more • Resolution of functional and technical inquiries is a key component of a Senior Service Desk Analyst. Analyst will act as the Service Desk team lead and carry out the duties listed below: Work in a team call center environment, providing peer mentoring and training to other Service Desk analyst, and Service Center Tier 1 support agents on applications and systems supported by the IT Service Desk. As needed, respond to requests for functional assistance from faculty regarding key features of the online learning environment and how to use them in a UMGC classroom. • Identify process deficits and develop solutions for development and publication into the knowledge base. Identify process deficits and develop solutions as part of standard operating procedures (SOP) development. • Participate in Quality Assurance monitoring and reviews to meet individual and team quality and SLA requirements. Outage, Event and Problem Incident monitoring and management. Ticketing and phone queue monitoring and management. Participate in projects as lead or contributor. Other duties as assigned. • Areas of support include, but are not limited to: • Brightspace Learning Management System - Classroom functional/technical support : PeopleSoft ERP Google Applications Microsoft Office Suite • Remote Support and Meeting Collaboration Tools (Bomgar, WebEx.) • Network Administration (LAN/WiFi, VPN, Active Directory, LDAP) • Windows & Mac OS • Mobile Devices (iPhone, iPad) • Various University-wide applications



University of Maryland University College

• United States
• Technology, Information and Internet

• IT Service Desk Analyst /Senior Analyst

  • Mar 2017 - Jun 2019

  Upper Marlboro, Maryland • Responsible for providing high quality, 1st and 2nd tier remote technical support to UMGC staff, and tier 2 support for students and faculty. Expected to provide technical services in a consistent, professional manner via phone and email. • Participate in the weekly rotating of the on-call after hours support program. Expected to clearly interpret, diagnose and take ownership of complex technical issues with a focus on first call resolution. Communicate with customers in a… Show more • Responsible for providing high quality, 1st and 2nd tier remote technical support to UMGC staff, and tier 2 support for students and faculty. Expected to provide technical services in a consistent, professional manner via phone and email. • Participate in the weekly rotating of the on-call after hours support program. Expected to clearly interpret, diagnose and take ownership of complex technical issues with a focus on first call resolution. Communicate with customers in a respectful, professional manner while avoiding the overuse of technical terminology and industry jargon. Resolution of technical inquiries, ensuring customers are satisfied with the provided solution and overall support experience. • Possesses the following skills: strong customer service, patience and empathy, composure in stressful situations, a willingness to continually learn, a strong aptitude for research and problem solving, self-motivated and initiative, an ability to effectively multitask, an ability to work and be highly effective in a team setting, and focused on continual service improvement. Provides exceptional oral and written communication skills. • The ability to draft detailed and concise professional communications and documentation. This includes internal/external knowledge articles, email communication to customers/colleagues, and standard operation procedure (SOP) documentation. Show less



FedChoice Federal Credit Union

• United States
• Financial Services
• 1 - 100 Employee

• Financial Advisor

  • May 2016 - Mar 2017

  Washington D.C. Metro Area • Offered information about accounts, products & services, credit union policies, procedures and programs. Open and close all types of accounts including savings, checking, certificates of deposits, IRA’s, Money Markets, order checks for members accounts and provide/prepare ACH related and other essential forms; processes stop payment orders. • Solve problems, and answer questions for members by actively listening, conducting research, securing answers and reporting results to the… Show more • Offered information about accounts, products & services, credit union policies, procedures and programs. Open and close all types of accounts including savings, checking, certificates of deposits, IRA’s, Money Markets, order checks for members accounts and provide/prepare ACH related and other essential forms; processes stop payment orders. • Solve problems, and answer questions for members by actively listening, conducting research, securing answers and reporting results to the appropriate personnel. • Resolves member bookkeeping and checking account issues. Perform file maintenance and account changes as needed including renewing and updating Certificate accounts. Assist members with familiarization of Credit Union’s website, online banking and other electronic banking channels. • Receives and directs members and phone calls as well as respond to inquiries, questions, and directing these channels to the necessary destination. Interview loan applicants, gather all the required information needed to make a loan decision while explaining loan options, rates, terms, and collateral requirements. • Make outbound calls using designated call listings as well as own initiative for the purpose of uncovering customer needs and increasing loan and membership portfolios. • Responsible for establishing and maintaining effective professional relations with members. Researched, responded to and resolved customer requests, questions promptly, courteously, and professionally. Kept customers informed of credit union services, products and policies. Show less



DC Business Insights

• Business Consulting and Services
• 1 - 100 Employee

• Account Executive

  • Nov 2015 - Jan 2016

  Rockville, Maryland • Provided sales and marketing for clients by acting as liaisons between clients and prospective clients. Acted as an advisory agent to the marketing firms within the organization as well as prepare recently promoted Managing Partners to oversee new markets and campaigns. • Assist PR & Marketing Communications department in developing a growing team through interviewing and training new hires. Offered a customer friendly, direct, results-driven approach towards marketing research and… Show more • Provided sales and marketing for clients by acting as liaisons between clients and prospective clients. Acted as an advisory agent to the marketing firms within the organization as well as prepare recently promoted Managing Partners to oversee new markets and campaigns. • Assist PR & Marketing Communications department in developing a growing team through interviewing and training new hires. Offered a customer friendly, direct, results-driven approach towards marketing research and sales. • Obtained new clientele dramatically through increasing clients’ product exposure, sales, and brand recognition. Prepared and maintained confidential customer account information. Show less



Capital One

• Egypt
• Leasing Non-residential Real Estate

• Teller

  • Jan 2011 - Nov 2015

  • Ensured branch customer service standards were met while coaching tellers to identify sales opportunities to cross-sell additional bank product and services. Established and maintained accounts for new and existing customers. Identified and refer sales opportunities to Relationship Bankers. • Ensured fraud prevention and branch profitability by remaining compliant with security procedures. Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure… Show more • Ensured branch customer service standards were met while coaching tellers to identify sales opportunities to cross-sell additional bank product and services. Established and maintained accounts for new and existing customers. Identified and refer sales opportunities to Relationship Bankers. • Ensured fraud prevention and branch profitability by remaining compliant with security procedures. Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets. • Deliver outstanding customer experience by executing transactions quickly and flawlessly. Scheduled business opportunities with clients which lead to the cross selling of additional products and services. • Responsible for complying to banking regulations in regards to sensitive information by securing files within a required time frame. Show less



Lowe's Companies, Inc.

• United States
• Retail
• 700 & Above Employee

• Cashier

  • Mar 2010 - Jan 2011

  • Responsible for quick efficient checking out of customers, and assisting consumers with automated devices in order to participate in purchasing merchandise. Operated store equipment in assigned area. Responsibilities include operating in different departments which include paint, and electrical. • Operated cash register. Serving on average 100 customers per day and able to strengthen multi-tasking skills by scanning through customer purchasing histories for better product tailoring… Show more • Responsible for quick efficient checking out of customers, and assisting consumers with automated devices in order to participate in purchasing merchandise. Operated store equipment in assigned area. Responsibilities include operating in different departments which include paint, and electrical. • Operated cash register. Serving on average 100 customers per day and able to strengthen multi-tasking skills by scanning through customer purchasing histories for better product tailoring and participating in aiding loss prevention by finding hidden items at customer check out. • Greeted and acknowledge all customers in a friendly, professional manner and provided quick, responsive customer service. Exceptional service resulted in satisfied customers that created an incentive for people to be highly likely to be loyal consumers. Processed merchandise information through store computer system. • Duties included processing returned items, making credit card payments, finding inventory availability, and inputting customer purchases. Show less