Experience

Spendgo

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Support Manager

  • Oct 2017 - Present

  • Manage technical support activities for a large, national network including staff development, technical support, process engineering and compliance• Develop local support team including recruitment, training, coaching and scheduling; Worked with remote support teams in the same capacity• Oversee in person, telephone and email support activities coordinating support staff, engineering and customer success participants; develop and provide best practices for site implementations• Manage and monitor helpdesk tickets and support process for quality and compliance; provide weekly support reports to accounts• Managed the growth of the network from 2k installs in 1k stores to 3.5k in 1.8k stores, multiple new account implementations and support for a platform upgrade from proprietary hardware to Samsung Android tablets

• Technical Support Associate

  • Apr 2015 - Oct 2017

  • Responsible for supporting Spendgo's national production network hardware and configurations via in person, telephone and email channels over 2k installations, 1k stores and a 3M+ user community• Manage new account and store openings including supply chain, field install technicians and account senior management• Coordinate HelpDesk activities with account support departments• Coordinate internal and account engineering support activities including third party participation• Leveraged Google maps to create an account dashboard providing an at-a-glance account status including the ability to drill down to specific case details



City and County of San Francisco

• United States
• Government Administration
• 700 & Above Employee

• Public Service Trainee

  • Nov 2014 - Apr 2015

  • Provided administrative support for California's CalWORKs program for families with children in San Francisco for orientation and renewal instances over three sites in five languages • Coordinated the preparation of printed materials for clients and classroom technology • Managed, monitored and maintained computer systems in the Employment Resource Centers • Managed calendering activities including creating classroom session in the IT systems, production and distribution of printed calendars in all three sites, including intake case workers • Served as Unit Meeting secretary for weekly unit meetings and issue tracking activities



AIDS Housing Alliance/SF

• Program Manager

  • Nov 2012 - May 2013

  • Coordinated, implemented and continuously improved programs and related processes, including operations, compliance and training activities; created and maintained process documentation • Maintained, repaired and enhanced information technology systems in a homogeneous Mac server and workstation environment; managed third party systems for e-mail, e-mail newsletters, web services and social media • Developed and maintained relationships with sister agencies in the LGBT/HIV/AIDS homeless sector; participated in grant request proposal activities for private and government grants • Launched and managed web-based application that allowed sister agencies to provide emergency hotel vouchers for homeless LGBT community members



Liberty Tax Service

• Accounting

• Tax Processor

  • Jan 2012 - Apr 2012

  • Reviewed all income tax returns for accuracy and completion prior to submission to federal and state agencies; resolved errors and issues causing e-file rejections directly with clients; disbursed refund payments, researched government intercepted refund payments • Developed process for routing completed and submitted tax returns, rejected returns and refund disbursements over five offices across San Diego county • Instruct Store Managers and Tax Preparers in return completion and company paperwork and process compliance • Regular and promotional marketing to former clients for retention (repeat business) and customer satisfaction surveys • Office duties such as telephone answering, appointment setting, paper and electronic file management

• Tax Preparer

  • Jan 2011 - Apr 2011

  • Prepare federal and state personal income tax returns via client interviews in two locations • Assist other tax preparers in the completion of tax returns, paperwork and process compliance • Regular and promotional marketing to former clients for retention (repeat business) and customer satisfaction surveys • Office duties such as telephone answering, appointment setting, paper and electronic file management • Prepare federal and state personal income tax returns via client interviews in two locations • Assist other tax preparers in the completion of tax returns, paperwork and process compliance • Regular and promotional marketing to former clients for retention (repeat business) and customer satisfaction surveys • Office duties such as telephone answering, appointment setting, paper and electronic file management



santex-net

• United States
• E-learning

• Project Manager

  • Aug 2006 - May 2008

  • Responsible for cradle to grave project management: composed and negotiated proposals, created project plans and schedules, developed business, functional and technical requirements and specifications; assigned and managed resources, managed change requests, quality assurance and launches • Critical participant in achievement of successful CMMI Level 2 appraisal: collaborated on process design, documentation, implementation; educated staff on general and specific CMMI practices; participated on SCAMPI appraisal • Instituted several best practices and standards for coding, quality assurance, documentation and time reporting; implemented code versioning software, development environment, disaster preparedness plans • Launched 10 web sites, maintained as many as 20 web sites and completed several smaller projects • Participated in employee selection process, managed inter-disciplinary team of approximately 20 local and off-shore members, administered daily and periodic team and client meetings



Coast Management Systems

• United Kingdom
• Business Consulting and Services

• Web Application Developer

  • Aug 2004 - Nov 2005

  • Maintained, repaired and enhanced internal managerial accounting, inventory, customer tracking and workflow application built in PHP with MySQL database • Developed a document management system for storing contracts, quotes, inventory images and other documents • Developed new look/feel to enhance navigation, increase productivity and enhance input testing and prompts • Developed and maintained system requirements, specification and documentation (user manuals) detailing use and features; user training



Online Partners.com Inc.

• Webmaster/User Consultant

  • Oct 1999 - Mar 2001

  • Supported all web site related activities including content creation, partner asset integration, server administration, crisis resolution, fast-track one-off projects • Supported ColdFusion code base for Member Services including registration, preferences and profiles • Developed application to target member segments for e-mail advertising based on demographic characteristics using PERL dbi to access Oracle database and BulkMail.pm to handle e-mail • Implemented standardized forms handling to allow editorial staff to create forms without programmer intervention; automated user information gathering to enable support staff to deliver solutions upon first contact, tailored FormMail.pl and used cookie programming to standardize environment • Managed and documented weekly inter-departmental meetings to track support and development issues



Sun Microsystems, Inc. (on contract for CapTech)

• Webmaster

  • 1999 - 1999

  • Developed e-commerce site for procurement of turn-key Solaris telecommuter workstations • Documented site specifications, machine build documentation, process descriptions for site users • Site accepted various credit card types via CyberCash payment taking software, Secure Socket Layer, automated bank transaction processing, and Stronghold Web Server • Coordinated input from staff, machine build facilities staff, external graphic design studio, accounting staff for site content, program and procedures documentation and fiscal reporting for billing and Service Level Agreement metrics • Developed PERL dbi scripts to interface with Oracle database during ordering, build, billing and reconciliation, disaster recovery process design



Cisco Systems, Inc. (on contract for CapTech)

• Systems Engineer

  • 1997 - 1999

  • Developed turn-key Solaris systems used by Sales Engineers to demonstrate various network management software products at client sites• Built and distributed machines (Sun Ultra 10s), supported hardware, operating systems and application licensing in the field world-wide, maintained system documentation regarding applications installation, licensing, and support procedures, on-site software demonstration preparation• Worked with Cisco engineers to develop yearly version upgrades, apply upgrades to machines (local build site), scripting for location changes against operating system, windowing system (Openwin) and installed applications

• Operator/Systems Administrator

  • 1996 - 1997

  • Monitored global production systems, databases and network availability, disaster recovery programs, daily mirroring and job processing via Oracle Concurrent Manager, HP OpenView and other monitoring software tools• Coordinated internal and external systems, database and network administrators during crisis resolution activities• HelpDesk activities for production network services, associated and daily metrics and SLA reporting• Developed materials and delivered classroom and on-the-job training for incoming operators; developed certification program for incoming operators



Capital Technologies Integration Inc.

• Webmaster/Systems Administrator

  • 1996 - 1999

  • Responsible for all areas of web site activities from machine build to metrics reporting, content and security • Developed and managed content and content creation process with department managers; maintained large file set for consultant reference; composed biweekly newsletter for employee Intranet • Implemented various subscriptions services such as web-based bulletin boards (optionally mirrored in email distributions), web interfaces to corporate major-domo systems • Administered corporate servers and network including Gauntlet firewall and Siemens telephone switch