● Engaged in a lookback remediation project for a large full-service retail banking client.● Daily operations were detail oriented and reliant on strict adherence to procedure.● Forensic review of customer accounts focused on determining federal benefit eligibility status.

● Analyzed the enterprise IT environment to ensure data quality standards and project deadlines were met.● Remediated over 4000 software records in a database to align and centralize the asset management system.

● Managed 15+ concurrent projects in a dynamic environment.● Developed strong relationships with clients by communicating project details, proposing alternativetechnology strategies and implementing solutions for their website.● Managed a 5 person team in designing, building and testing client websites built on the WordPress platform.

• Created and executed test cases while adhering to established software quality standards.• Performed daily testing on assigned projects from the testing queue to ensure software is flawless to go live.• Conducted training for customers in learning new technologies and applications to support existing operations and to make potential workflow expansion.• Provided technical assistance to customers on inbound support calls with great problem-solving skills for troubleshooting problems.• Utilized remote access tool from TeamViewer to perform troubleshooting when necessary.

Jul 2010 - Jun 2016 (6 years)Phoenix, Arizona, United States• Organized checks, processed transactions, and closed/transferred batches to business account to assure proficient accountancy.• Resolved customer issues pertaining to orders and services to maintain customer loyalty.• Trained newly hired employees to ensure maximum performance and customer service in the restaurant.• Motivated team members through acknowledgment of hard work, achievements and instilling accountability while leading by example.• Achieved and maintained a 1.5% annual growth in profit through the management of controllable costs such as reducing cost and inventory waste.• Implemented marketing activities through the post office service to improve customer outreach.

• Examined issues from smart boards, projectors, and computers to ensure classroom efficiency.• Researched issues on various computer systems and databases to resolve complaints and outline solutions.• Recorded tickets for every open or closed cases on service now and sales force for future look-ups and references.• Assisted users with any troubleshooting issues such as Microsoft Office and Network Printing that expanded my technological skills and responsibilities.• Referred difficult or unresolved issues to upper management while maintaining a positive empathy.