Andrea Malik Email & Phone Number

Washington Dc-Baltimore Area

Website Management and Support: • Create, edit, and maintain websites using WordPress CMS. • Provide centralized support for technical, functional, and operational issues. • Train staff members on WordPress and provide ongoing coaching. • Troubleshoot and resolve issues reported through internal help desk systems (Zendesk, Service Now). • Debug errors and maintain website layout using HTML, CSS, and JavaScript. • Manage website layout, edits, and outages directly on the backend. • Update internal documentation on CMS and website usage. • Collaborate with vendors for website maintenance and development when necessary. • Monitor integration between Netforum and WordPress. • Conduct User Acceptance Testing (UAT) for capital projects and website enhancements. • Support website migration projects and oversee technical setup on hosting platforms like WPengine. • Monitor plugins, users, and escalate issues to relevant parties. Analytics and Reporting: • Monitor Google Analytics for website visits, transactions, and SEO performance. • Audit websites for errors, page-load times, and SEO compliance.Search Engine Optimization (SEO): • Optimize websites to increase search traffic and outrank competitors on Google. • Implement SEO recommendations across 100+ websites.Project Management and Planning: • Prioritize web enhancements through a transparent, data-driven process. • Manage vendors and support capital projects. • Plan enhancements and deployments for websites per fiscal year. Technical Expertise: • Research and recommend plugins to improve website performance and improve UX experience for staff. • Support the setup and ongoing use of the organization's app. • Monitor and report issues to WP Engine. • Have front-end knowledge of Netforum for troubleshooting. • Possess HTML, CSS, JavaScript proficiency for debugging and escalation. • Set up technical aspects on hosting platforms including domain, SSLs, and site add-ons.

Washington, District Of Columbia, United States

Responsibilities:• Provide centralized support for technical, functional, and operational issues with websites.• Advise on topics such as analytics, content strategy, and the capabilities of ULI’s digital tools.• Prioritize web enhancements solicited from both staff and members via a transparent, inclusive, data-driven process.• Chart an annual cycle of iterative enhancements to provide the greatest return on investment to the company's members while preserving budgetary flexibility to address unforeseen needs.Website Optimization:• Optimize websites to increase search traffic, outrank competitors on Google, obtaining and maintaining web visitor interaction.• Audit over 100 websites under SEO recommendations.Website Maintenance and Development:• Train staff members who are new to WordPress, and coach experienced staff on best practices and new features.•Fix, troubleshoot, train, and decode problems/questions and requests issued through tickets on ULI's internal help desk system (Zendesk).• Support staff on Website Layout, Edits, and Outages using WordPress Engine and HTML coding, working directly on the backend of the sites.• Debug different errors on websites.• Support staff with website layout and display using netFORUM.• Update ULI's internal documentation on how to use netFORUM and WordPress to run different multilingual websites.• Create training programs for internal staff on how to build major websites and use CMS.Reporting and Escalation:• Write monthly and quarterly reports/summaries of web support tickets.• Escalate web support tickets to developers and other vendors to ensure the websites are running smoothly.

Washington, District Of Columbia, United States

• Fixed, troubleshot, trained, and decoded around 20 problems/questions and requests issued through tickets on ULI's internal help desk system every week (Zendesk).• Supported staff on Website Layout, Edits, and Outages using WordPress Engine and HTML coding, working directly on the backend of the sites.• Debugged an average of 500 errors on websites.• Supported staff with website layout and display using netFORUM.• Update ULI's internal documentation on how to use netFORUM and WordPress to run different multilingual websites.• Created training programs for internal staff on how to build major websites and use CMS.• Wrote monthly and quarterly reports/summaries of web support tickets.• Escalated web support tickets to developers and other vendors to ensure the websites are running smoothly.

Virginia, United States

• Recommended merchandize to 5-10 customers on a daily basis, in order to upsell by providing information and help on certain products.• Developed and maintained logs of customer interactions daily.• Handled feedback to improve customer services.• Ensured 50-90 items run through the checkout counter and pay for them through secured payment.

Virginia, United States

• Applied positive behavior management techniques to enhance social interactions and emotional development to two elementary-aged children.• Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate.• Offered parents daily reports outlining activities, behavior and accomplishments.

Bogota, D.C., Capital District, Colombia

Provided first-level support for a wide variety of standard and non-standard tickets, with approximately 20-30 incidents/day and 80% of calls without escalation.Handled 20-30 customers a day by interacting via Tickets, Phone, or LiveChat regarding computer software/hardware operations and website issues.Monitored shared mailbox and responded to 20-30 customers/day, by answering messages and calls in both English and Spanish.Scored 95% feedback from customers on user surveys.

Bogotá D.C., Colombia

• Designed electric submersible pumps for four critical oil and gas wells in LCI Field in Colombia.• Evaluated financial viability of changing artificial lifting systems in four wells in LCI Fields in Colombia with a 5 year return of 5 million USD.• Identified increase of 1400 BPD in oil production and run life of 600 days for 4 wells in LCI Field in Colombia by changing current artificial lifting system.

Bogota,D.C., Capital District, Colombia

• Balanced and organized cash register by handling cash, counting change and storing coupons.• Managed up to 5 employees/store during busy holidays.• Offered each customer top-notch, personal service to boost sales and customer satisfaction, increasing sales by 10%.• Managed over 50 customers daily from initial contact to closing with attention to detail to build loyalty.• Coordinated daily restocking of sales floor with current merchandise.

Colombia

• Planned lessons to strengthen weak subjects and build skills in two to three classes per semester.• Collaborated with five to 10 students to complete homework assignments, identify lagging skills and correct weaknesses.• Completed research and investigation on different labs to contribute to organized syllabus.

Engineer'S Degree, Petroleum Engineering

Certified by WES World Education Services. U.S. EQUIVALENCY SUMMARY: Bachelor's degree from a regionally accredited institution. - Country.

Data Science

Course, Reservoir Geomechanics

Online. 80 hours.

Production Operations In Oil Wells, Petroleum Engineering