+ Streamlined QA testing for National Information Center (NIC) Financial Series updates and NIC Security Service testing supporting changes impacting NIC data on over 90 applications and 4000+ end users+ Manage the Board Application ServiceDesk team's transition from static monthly metrics reporting to automated 24/7 reporting features on the ServiceNow cloud platform + Lead weekly NIC Production Support team meetings using DevOps tool tracking upcoming data changes, roadblocks, discuss action items, and backlog+ Secretary of Hispanic Employee Resource Group organizing events and supporting DEI initiatives

+ Design and manage website and curate social media to market business to new customers+ Implemented new process via Google Form to reduce user error through automation and facilitate closing and record keeping of daily sales+ Manage staff to keep a positive work environment and create repeatable processes for staff+ Lead implementation of new Point of Sale and Billing System for bar area+ Manage billing and issue account statements for rent and utilities consumption of food trucks+ Analyze expenses to identify where costs can be reduced and calculate monthly profit margins

+ Use SQL, JIRA, and Confluence to research production support issues and document bugs when found+ Write System Requirement Specification (SRS) Documents to direct development team in programming of new features+ Document system functionality graphically using Excel, Visio, and Word + Contributed to the successful deployment of the state Illinois RFP for new Medicaid Managed Care program+ Received MAXIMUS ACE (Awesome Contribution to Excellence) Award for Superior Service

Assist faculty and staff with computer and audio-visual difficulties with excellent customer-serviceCommunicate technical information to users in a manner that is easy to understandCreate and manage the work-schedules of the 30 Service Desk techniciansKeep constant record of IT requests and resolutions through use of ManageEngine ticketing systemCooperate with other technicians to resolve unusual issues related to hardware, software, and networking

Create programs to facilitate first-year student’s academic transitionInform first-year students of academic opportunities around campusMentor students with transition to college in all aspects of life

Mentored a group of first year commuter students in their first semesterPlanned weekly programs for first year commuter students Aided in creation of weekly newsletter and sent weekly emails to students