Animal Care Associate

• Jul 2019 - Present

Self Employed

• Jun 2015 - Present

• Coached individuals in one-on-one sessions on topics including SEO optimization, email maintenance, photo manipulation, video editing and data migration• Designed and configured modern, responsive, and accessible websites for a number of clients, including local author Lorna Kaufman• Composed personalized electronic and printed documentation which catered to my clients’ individual learning styles and/or special needs• Triaged, diagnosed and resolved client issues with remote and in-home technical support

Brewer

• Feb 2017 - Jun 2018

Brewer

• Dec 2017 - Mar 2018

Human-Cyborg Relations | Support Genius

• Jun 2014 - May 2015

• Liaised between the Support Team, Engineering team, and Point Of Sales Integrations team• Managed and lead the Ecosystem Upgrade Project to get all of our partner Merchants moved to integrated solutions or migrated to updated systems• Developed and managed internal system for tracking feature requests from our users and merchants• Created and improved internal documentation and trained colleagues with the support of my supervisor• Triaged inbound support inquiries from customers and merchants via inbound phone calls and emails• Consistently first in my department for customer satisfaction (avg. 90%) and in the top three for tickets solved (avg. of 150 replies daily and 71.54 tickets closed per day)• Regularly sought out new opportunities to increase efficiency and make better use of tools

Triage Support Technician

• Apr 2012 - Jun 2014

• Acted as Support Project Manager for our E-Prescribing functionality in our flagship product and liaised with our third party vendor to track and solve emergent issues• Travelled to client offices to perform onsite installation, configuration, and training• Triaged incoming phone calls, emails and faxes in a fast-paced support environment• Consulted with clients to better their relationship and expertise with our products and improve patient care• Facilitated client-facing and internal training workshops on software and regulatory changes• Coordinated the overhaul of our Wiki for improved internal support documentation

Assistant Manager

• Aug 2011 - Apr 2012

• Provided on-site management for flagship retail location• Lead hiring, training, and scheduling for employees and the organization of regular events• Creatively solved customer service issues and addressed customer concerns• Created documentation and lead training for new hires and to develop technical skills• Managed and maintained of demo hardware, software, and security systems• Implemented numerous policy changes and developed systems of accountability for employees• Developed customized on-site training program for organizations and one-on-one lessons to customers

Family Room Specialist

• Jun 2009 - Jan 2011

• Developed workshops and personal training sessions on hardware and software• Developed in-house support documentation and provided training for new hires• Co-lead an overhaul of personal set-up and custom configuration services• Performed while-you-wait repairs, upgrades, backups, and data transfers from both Macs and PCs • Engaged with customers to quickly analyze, troubleshoot and resolve hardware and software issues • Maintained consistently high NetPromoter scores • Developed workshops and personal training sessions on hardware and software• Developed in-house support documentation and provided training for new hires• Co-lead an overhaul of personal set-up and custom configuration services• Performed while-you-wait repairs, upgrades, backups, and data transfers from both Macs and PCs • Engaged with customers to quickly analyze, troubleshoot and resolve hardware and software issues • Maintained consistently high NetPromoter scores

Student Development and Partnerships Associate

• Aug 2007 - Jul 2008

• Worked as liaison to the school's major community partners including the Boston Red Sox and the Museum of Science• Assisted in the creation of an alumni association and directed alumni relations• Implemented and administrated Drupal-based Alumni community website• Collaborated with accounting in processing over $25,000 in donations for the annual fund and ear-marked purposes• Organized school and community-wide events including the 2007 and 2008 Career Fair (230 participants) & 25th Anniversary Alumni Reunion• Facilitated mass-mailings to school staff, donors, community partners, and alumni• Produced in-house graphic design, consulted and collaborated with outside design agencies for large scale projects including new school logo, event photography

Resident Assistant

• Jan 2005 - May 2007

• Facilitated hall meetings designed to create community, define rules, and disseminate information• Acted a liaison between the administration, students, and parents• Resolved crises and provided mediation for students with personal and academic issues• Performed office tasks for Residence Life including processing maintenance requests, forwarding concerns, and answering phone calls• Coordinated and facilitated regular weekly educational, recreational, and fundraising activities• Organized campus-wide events for a student body of 1,150 students

Summer Teaching Intern

• Jun 2006 - Aug 2006

• Co-taught an ESL class; designed and facilitated classes on computer literacy, video production, drama• Supervised dormitory life as a residential dorm parent• Mediated conflicts amongst students and enforced school policies and rules• Organized and facilitated recreational activities; chaperoned events on and off campus • Co-taught an ESL class; designed and facilitated classes on computer literacy, video production, drama• Supervised dormitory life as a residential dorm parent• Mediated conflicts amongst students and enforced school policies and rules• Organized and facilitated recreational activities; chaperoned events on and off campus

Personal Care Assistant

• Jun 2005 - Aug 2005

• Provided individual assistance to youth with physical and developmental disabilities participating in theatre, music, and rhythm activities• Facilitated improvisational theatre exercises for students aged 14-25• Coordinated actors, costumes, and cues for the final performance • Provided individual assistance to youth with physical and developmental disabilities participating in theatre, music, and rhythm activities• Facilitated improvisational theatre exercises for students aged 14-25• Coordinated actors, costumes, and cues for the final performance

Course Assistant

• Jun 2001 - Aug 2003

• Assisted instructors in preparing and teaching inquiry-based education programs• Supervised students by providing support, mediation, and discipline• Provided individual assistance to students with developmental or physical disabilities• Handled parents’ questions and concerns• Performed office functions including organization, data entry, and transcription• Administered first aid including Epi-Pen injections • Assisted instructors in preparing and teaching inquiry-based education programs• Supervised students by providing support, mediation, and discipline• Provided individual assistance to students with developmental or physical disabilities• Handled parents’ questions and concerns• Performed office functions including organization, data entry, and transcription• Administered first aid including Epi-Pen injections