I'm a passionate K-12 Technology & Learning Specialist at Digital Teacher Solutions (DTS), a platform dedicated to elevating classroom experiences. I create engaging content (blogs, social media posts, training materials) that equips educators with the skills and confidence to integrate technology, particularly AI tools, into their classrooms. My focus is on fostering a dynamic learning environment where technology empowers teachers and enhances student engagement.

I ensure the smooth operation of technology within our K-12 school district by providing comprehensive support for hardware, software, and user accounts. I manage Google Workspace for Education and Active Directory, tackling troubleshooting, repairs, and account creation for staff and students. Additionally, I configure network security, maintain security cameras, and install network infrastructure for new classrooms. My role extends beyond technical expertise; I develop training materials for educators and enforce IT policies to ensure effective technology integration in the curriculum, fostering a culture of responsible technology use across the district.

I functioned as the IT backbone for EMSA, providing comprehensive technical support across the organization. This included resolving on-site computer issues for staff at the corporate office, remote locations, the 911 dispatch center, and the Tulsa offices. I managed printers, from personal desktops to large multi-function devices, ensuring optimal configuration and maintenance. Furthermore, I configured and deployed new devices like workstations, laptops, tablets, and cell phones, keeping EMSA personnel well-equipped. My network expertise included troubleshooting network and server issues both locally and remotely. Additionally, I played a key role in user management, administering email accounts through Microsoft's Office 365 and user domain accounts using Active Directory. To ensure seamless communication and support, I maintained the helpdesk ticketing software and created informative IT newsletters. I also spearheaded the successful migration to Windows 10 and provided ongoing product training and support to EMSA staff.

As a Subject Matter Expert (SME) at Dell, I spearheaded technical support for Microsoft Office, Outlook, Skype for Business, Exchange, WebEx, and Adobe products. I empowered Tier 2 agents by collaborating with them to resolve Tier 1 issues and determine escalation needs. Additionally, I served as a bridge between the helpdesk and clients, ensuring clear communication from product managers. During major incidents, I collaborated with various teams to diagnose problems and guide agents towards efficient solutions. I consistently maintained an up-to-date knowledge base, receiving recognition for my frequent article updates. Furthermore, I provided in-depth troubleshooting for escalated tickets and trained new agents on ticketing processes.

As a Tier 2 Support Subject Matter Expert at Dell, I thrived in a fast-paced environment, resolving complex technical issues for Microsoft Office, Outlook, Skype for Business, Exchange, WebEx, and Adobe products. I collaborated extensively with Tier 1 and Tier 3 support, acting as a liaison between the helpdesk and clients. My expertise was recognized through multiple awards for maintaining a comprehensive knowledge base, including creating new articles for undocumented issues. I actively participated in major incident response, working with product managers to diagnose problems and guide resolution strategies for the helpdesk team. I also played a key role in knowledge sharing, training new Tier 2 agents and subject matter experts on processes and procedures.

Secured store assets and ensured a safe environment for customers and associates at Ross Dress for Less. I actively monitored for suspicious activity, conducted regular patrols to deter theft, and identified potential losses. Additionally, I championed safety protocols, coached employees on loss prevention best practices, and collaborated with store leadership to continuously refine our loss prevention strategies.

Thriving in a fast-paced environment, I provided exceptional customer service to Farmers Insurance policyholders at the HelpPoint call center. I excelled at supporting customers through various needs, including filing first notice of loss claims, coordinating glass repairs and replacements, and offering claim status updates with adjuster information. My ability to navigate complex situations while maintaining professionalism ensured a positive experience for each customer.

I thrived in a fast-paced retail environment as an Assistant Manager at Blockbuster. I spearheaded a team of up to 10 employees, fostering a positive work environment through effective hiring, training, and coaching. I championed exceptional customer service across all touchpoints, from the cash register and phone to the sales floor, ensuring customer satisfaction and loyalty. I also played a key role in store operations, overseeing daily tasks like paperwork management, cash handling, and maintaining inventory accuracy. My commitment to merchandising standards ensured a visually appealing store that effectively promoted new releases. Additionally, I facilitated efficient scheduling and supervised inventory counts, contributing to loss prevention efforts. Through my leadership and sales coaching, I motivated my team to achieve corporate goals and deliver a memorable entertainment experience for our customers.