Taught basic computer application to persons with varying levels of developmental and physical disabilities in SmartLab, a computer and technology learning center; Oversaw and maintained personal computer workstations, servers and other equipment at 5 Easter Seals locations throughout Greater Cincinnati for a staff of over 120 employees; Served as Consultant to the Network Administrator on purchases, strategies and planning of new network system additions; Acted as technology resource contact for the organization’s 4 computer labs; taught participants in various programs basic resume writing, typing and facilitated persons in the Microsoft Digital Literacy Certification Program.

Currently pursuing opportunities in technical writing.

• Manage front end of Customer Support for Tier 1 service group for Government Solutions and AuthentiCare, a proprietary Care Call/billing/reporting and Electronic Voice Verification system. • Managed service communications and client responses for State and local tax payment systems and utilities across the United States for proprietary platform AccessNet. • Created service tickets for Tier 2 service group, to process service requests. Expedited service needs using BMC Remedy service ticket system. • Maintained timely response with service team to adhere to individual clients Service License Agreements.• Tested and maintained testing on AccessNet Monitor, testing Interactive Voice Response systems for many State and local government payment and utility systems. • Served as Site Security Representative, managing the local access to the secured office.

◊ Serviced and maintained all variety of computer systems attached to the corporate network.◊ Served as Tier 1 support for over 250 employees across 10 states. ◊ Serviced all local machines and platforms ranging from Windows XP to 7, 10 and network versions. ◊ Wrote instruction guides for Enterprise 32, KDM’s print industry specific management solution ◊ Served as trainer for new employees on the various systems through the company.

• Served as a call center representative that provided support and education for regional sales representatives throughout the United States • Provided assistance with password resets, online access to Merchants• Retrieving reports and statements for Merchants • Shipping and tracking merchant terminal equipment, following up on same• Investigating transactions at Sales Rep’s request for errors and fraud

Trained medical administrators, doctors and medical transcriptionists in the use of the VoiceWave, a transcription/dictation network system being installed at client hospitals. Assisted with installation of the VoiceWave components at client hospitals, medical units and off-facility, privately-owned locations. Produced training documents for templates and personalized training documents for each site, including procedure manuals, cue cards, and admin guides.

Managed retail store; performed hiring and training of employees, maintained inventory and store supplies; acted as technical consultant to Electronics Boutique Buyer on purchases, assisting in the decision of productivity purchases for 700+ stores in the United States and Canada.