Handled all administrative functions for this building envelope consulting firm.● Accounting and Bookkeeping: Handled all accounting processes including full accounts receivable and accounts payable using QuickBooks Desktop Pro and QuickBooks Online.o Maintained and reconciled all company accounts; both business banking accounts and credit cards.o Entered and paid all bills and invoices received, ensuring entries were accurately coded. Ensured all W-9s obtained as required.o Designated account signer; prioritize, prepare, and authorize all outbound funds.o Created and issued all invoices per client standards and requirements. Followed up on past due invoices. Processed all payments received.o Maintained positive cash flow by monitoring monies in and monies out.o Worked closely with the President/owner by providing any requested financial reports● Human Resources/Payroll: Functioned as HR Manager for this small (under 50) business. Utilized both a Professional Employer Organization (PEO) and in-house processes at different times.o Onboard and processed all new and terminated employees. Ensured all compliance requirements and policies were executed and documented.o Facilitated insurance and other benefits from enrollment to necessary changes.o Processed timesheets and payroll for both weekly (non-exempt) employees as well as semi-monthly (exempt) employees. Maintained PTO balances.o Paid all payroll taxes on a monthly and quarterly basis. (EFTPS)o Processed and issued end of year employee W-2s and vendor 1099s.● Project Administration:o Handled all administrative requirements for new and renewing clients; such as providing proof of insurance (COI), background checks for staff, W-9 submission, and any other client-required documentation.o Reviewed, edited, formatted and distributed to client, all field reports submitted by field technicians using MS Word and Adobe Acrobat.

• Managed day to day operations of inbound technical support call center• Directly supervised 20-30 technical support analysts per shift• Fielded all escalated calls, both operator and caller requested• Coordinated timely responses to service outages and other critical issues• Daily focus on exceeding departmental metrics such as Average Speed of Answer (ASA), First Call Resolution (FCR), and ACD Call Length• Monitored interaction between analysts and callers to ensure quality assurance standards• Conducted monthly performance reviews and managed development plans• Provided effective feedback through coaching, training, professional development, and corrective action plans• Used management software packages including Track-It, Qfiniti, and Avaya CMS Supervisor

• Provided technical support to all Hilton brand hotel employees nationally• Analyzed and resolved hardware and software issues for users through troubleshooting and research• Facilitated efficient escalation of complex issues when required• Heavy use of Remedy, SQL Server, RMS (full and limited service), internet use, MS Windows, and MS Office