Proven IT professional fusing substantive experience in Information Technology with non-profit business experience and management education. Recognized for clarity of communications, excellent interpersonal skills, and intuitive problem solving. SELECTED ACCOMPLISHMENTSCOMMUNICATIONS• Initiated and coordinated an effort to efficiently document departmental procedures and shared knowledge with very little direction. Prevented errors by ensuring all staff followed the same protocol and enabled the department to provide a consistent level of service. • Improved interdepartmental communications with a procedure that verbally confirmed requests that customers found confusing. The new procedure significantly increased customer satisfaction. MANAGEMENT• Headed an effort to address overburdening of fulltime staff and excessive response times. Coordinated an expansion of student labor that reduced strain on staff and decreased response times in a manner that was more cost-effective than hiring a new fulltime employee. • Consulted for a local non-profit to draft a business plan that projected a $35k net profit at the end of year one while re-establishing the organization’s presence. • Implemented three ticketing systems (Service Now, FootPrints, Magic), each building on the lessons learned from the previous implementation to enhance both the client and the agent's experience. CUSTOMER SERVICE• Resolved a wide range of customer problems, applying tact and assertiveness to deliver thorough answers to customer problems. Recognized by a dean as being “indispensable” and was called “my hero” by an assistant director. • Acknowledged by senior management for proactively and successfully conceiving and implementing a creative solution that resulted in a magnitude reduction of customer complaints.Specialties: Communications, meeting facilitations, negotiations, managing individuals, project management, customer service, training, Six Sigma green belt.