Experience

ACI Learning

• United States
• Professional Training and Coaching
• 400 - 500 Employee

• Computer User Support Specialist

  • Nov 2021 - Present

  • Troubleshooting • Active Directory • Ticketing System • Call Center Triage • iCloud, Virtual Migrations • TCP/IP, LAN, WAN, VLAN, VPN, VOIP, PBX, Wi-Fi • Microsoft Windows, Mac OSX, iOS • Local & Network Printing • Microsoft Office 365 • Remote Desktop Utility • Wired & Wireless Network • Multiple Antivirus Software • Linux, CRM • Troubleshooting • Active Directory • Ticketing System • Call Center Triage • iCloud, Virtual Migrations • TCP/IP, LAN, WAN, VLAN, VPN, VOIP, PBX, Wi-Fi • Microsoft Windows, Mac OSX, iOS • Local & Network Printing • Microsoft Office 365 • Remote Desktop Utility • Wired & Wireless Network • Multiple Antivirus Software • Linux, CRM



TaskUs

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Quality Assurance Specialist

  • Apr 2021 - Present

  Performed QA on all TMs. Recorded KPIs: CSAT, Quality Scores, Attendance, and productivity Worked with TeamLeads and TeamMemberss on ways to improve the customer and employee experience. Looked out for trends and proactively created plans to improve quality. Reviewed chats and emails daily to ensure teammates are following policies and offering excellent service. Identified potential quality issues per defined process and escalated potential quality issues immediately to management. Two Plus years of Customer Service/Technical Support experience (with a phone, email, and chat background)Proficiency with Microsoft Office, specifically ExcelProficiency with reporting tools such as PowerBI. Proficienct with Google Suite and it using helpdesk software with Salesforce experience. Show less



LIFETIME FITNESS

• Wellness and Fitness Services
• 1 - 100 Employee

• Member Services

  • Feb 2014 - Present

• Member Services

  • 2014 - 2015

• Member Services

  • 2014 - 2015

• Member Services

  • 2014 - 2015



United States Marine Corps

• United States
• Armed Forces
• 700 & Above Employee

• Aeronautical material screening unit NCO

  • 2007 - 2012

  • Provided management and technician support to a fixed wing squadron containing aircraft • Supervised 52 work centers and Supply Chain Technicians tasked with stocking and distributing squadron inventory. • Managed complete disposition of the part, including repair, tracking, distributing and shipping. Adhered to strict shipping policies requiring unique shipping documentation. • Applied exemplary critical thinking talents to manage highly complex and logistically demanding production issues especially related to daily interaction with key customer, Navy Aviation Enterprise. Recipient of the Meritorious Mass Award for immaculate debugging during the offloading process (04/10 to 07/10). • Utilized NALCOMIS (Naval Aviation Logistics Command Management Information System) to perform aviation and material management. Provided proficient data collection in compliance with the Naval Aviation Maintenance Program requirements. Strong knowledge using OMA-Organizational Maintenance Activity and IMA-Intermediate Maintenance Activity programs. • Selected by management over peers to serve as an I-Level Representative to the O-level (flight line / hanger) field teams, tasked with assisting with troubleshooting and preparation for Red Flag exercises at Nellis AFB. • As Work Center Technician, served as the Primary Electrostatic Discharge Coordinator (EDC) for the shop. Trained all 47 Technicians on ESD related materials. • Primary Collateral Duty Holder/Trainer for HAZMAT. Trainer regarding ongoing updated materials. • Crew Supervisor on the 11pm-8am shift. Integrated detailed production requirements in order to meet expedited repair schedules. Completed Yellow Belt Six Sigma training. Show less