• Create a positive experience for all TimeTap customers by providing multi-channel support to users of a highly customizable and in-depth scheduling software• Represent Lumaverse and TimeTap with a friendly, helpful attitude that assures customers of the company's commitment to their satisfaction• Provide email, messaging and phone support to existing users with clear and thorough written or verbal responses to users’ questions• Engage customers with helpful solutions while presenting options for more advanced functionality• Utilize software applications for customer support, tracking site issues, and documenting workflow• Help manage feedback from users regarding bug fixes or new feature ideas. Communicate to the larger team any bugs or common issues that users are facing• Identify, record, document and thoroughly track bugs• Estimate, prioritize, plan and coordinate testing activities• Perform thorough regression testing when bugs are resolved and code is deployed• Develop and apply testing processes for new and existing products to meet client needs• Liaise with internal teams (e.g. developers and product managers) to identify system requirements• Monitor debugging process results• Investigate the causes of non-conforming software and train users to implement solutions• Serve as the lead point of contact for all customer account management matters• Build and maintain strong, long-lasting client relationships• Ensure the timely and successful delivery of our solutions according to customer needs and objectives

• Served as an academic advisor and subject matter expert to approximately 160-180 full-time, SMP degree candidates• Responsible for the supervision, training and evaluation of the SMP coordinator position• Served as a functional area liaison. Worked with area faculty, the registrar team and the graduate programs office on major program revisions and academic course scheduling• Implemented the SMP Mentorship Program to guide and support the approximately 95% international SMP student population by connecting them with a faculty or staff mentor in the United States• Assisted in the delivery of school-wide trainings and activities including orientation, admitted student seminars, mentor training and academic scheduling tutorials• Met with prospective students and their families. Represented the program by presenting to in person and virtual audiences and serving on university-wide initiatives

• Provided academic guidance and support for a caseload of up to 400 undeclared students• Served as the designated advisor for SIUE’s Armed Forces Veteran and active duty military students• Acted as the interim residential hall advisor for a first-year student community of about 500 students• Evaluated transfer, advanced placement, CLEP and/or international baccalaureate credits for incoming first-year, transfer and returning students• Performed consistent, regular student outreach to ensure student caseload is informed of important dates, procedures and deadlines• Piloted the implementation of a new degree audit software-DegreeWorks-while documenting and reporting errors and noting discrepancies with the written curriculum

• Responsible for supervision, selection, recruitment and extensive training of 7-11 Residential Advisors and one Graduate Fellow• Served in an upperclassmen apartment style residential community (July 2015-June 2016) with 550 students and transitioned to an upperclassmen suite style community (July 2016-Present) with 350 students• Initiated the creation of and worked closely with the first ever live-in Faculty Fellow position in upperclassmen communities at Washington University in St. Louis• Managed hall programming budgets ranging from $16,662-$34,770• Worked closely with maintenance staff, zone managers and housing operations team to ensure facilities issues were addressed in a timely manner. • Served 4-5 weeks per year of on-call crisis response for 5,029 residential students• Developed and implemented a Community Engagement Model focused on maintaining student engagement in Upperclassmen communities• Adjudicated student conduct violations using a restorative justice approach• Maintained nine individual student selected learning communities as a part of the BLOC program• Built community relationships by attending community meetings as a part of the residential life Neighborhood CARE team• Acted as the advisor for the North Side Association- the Residence Hall Association equivalent for Upperclassmen students at Washington University

• Served in a freshman suite style residence hall (Fall 2012-Spring 2014) with 400 students and transitioned to an upperclassmen apartment style complex (Summer 2014-Spring 2015) with 603 students.• Responsible for recruitment, selection, training and supervision of a Desk Receptionist staff of 9-19 student employees• Assisted with supervision, selection and training of 8-9 Resident Assistants with Residence Coordinator• Aided in the development of student leadership opportunities and programs in the area• Acted as the advisor to the local Area Chapter of the Residence Hall Association• Managed hall programming budgets ranging from $2,688 to $3,727• Maintained three weeks per year of on-call crisis response for 4,143 residential students

• Participated in Residence Life staff training program• Aided in the planning and implementation of the Georgia Tech challenge program which allows admitted Georgia Tech students to take math and science prerequisite courses early• Shadowed Georgia Tech Hall Directors and the Director of Residence Life to learn the structure and operation of Georgia Tech’s Department of Housing

• Responsible for 81 residents in an upperclassmen apartment style area with 662 total residents• Upheld one day per-week as well as three weekends per semester of on-call duty• Facilitated programming individually and in cooperation with other Resident Assistants in order to Act as a community facilitator by developing an atmosphere that promoted a sense of belonging, support, and affiliation