Educational Technology Coach

• Aug 2022 - Present

US History Teacher/ AP Human Geography Teacher

• Aug 2018 - Oct 2022

Interface with students, administrators, and parents regarding student metrics, trends, and updates. Management for high severity issues and resource engagement. Professional Learning Community (PLC) for speedy resolutions for issues in our department. Communicate updates and key information with administration, stakeholders and parents. Resolution of student issues based on performance from initial issue. Thoroughly document special support requests, issues, and resolutions according to best practices and teacher evaluations. Hold weekly Professional Learning Community (PLC) meetings with the US History team and Instructional Leaders. Excellent attendance and participating in after-hours extracurricular activities. Follow processes and have received high QA scores on performance, documentation and communication skills. Show less

Head Foreign Teacher – Division Head for foreign education

• Sep 2016 - Sep 2017

Assisted in critical decisions regarding school policy. Resolution of issues from the initial report to the completion or escalation. Follow the step-by-step processes in place for incident resolution, assistance or escalation. Thoroughly Document Support Requests in detail. Provide regular Remote Access customer assistance using a variety of tools.(Online classes) Create processes and safety measures for foreign teachers at our school. Ran company-wide meetings for process updates, improvements, and positive recognition of success. Ran meetings with the owner of the school, senior manager, and deputy manager. Excellent attendance. Show less

Head Foreign Teacher – Division Head for foreign education

• Aug 2013 - Aug 2015

Assisted in critical decisions regarding school policy. Resolution of issues from the initial report to the completion or escalation. Follow the step-by-step processes in place for incident resolution, assistance or escalation. Thoroughly Document Support Requests in detail. Provide regular Remote Access customer assistance using a variety of tools.(Online classes) Create processes and safety measures for foreign teachers at our school. Ran company-wide meetings for process updates, improvements, and positive recognition of success. Ran meetings with the owner of the school, senior manager, and deputy manager. Excellent attendance. Show less

Specialized Technical Care Agent (STC)

• May 2010 - Aug 2012

Field calls for technical support resolution on Dell Inspiron Mini, Wi-Fi hotspots, Wi-Fi in airports, and many programs & applications within cell phones. Perform remote access technical support to users through VMWare on T-Mobile application. Thoroughly document trouble tickets using Samson and other internal tools. Maintain an excellent 93% one call resolution objective for call handling and customer satisfaction. Follow the step-by-step processes in place for incident resolution, assistance or escalation. Trend tickets for outages in areas using Interactive Coverage Map software. Utilize the engineering team for highly severe issues to facilitate a speedy resolution. Completely document support requests in detail adhering to best practices standards and evaluations. Resolution of customer support issues from the initial report to the resolution or escalation with follow-ups if necessary. Show less