Bath & Body products for all.

- Provided leadership as the COMMS subsystem team leader as well as project support for the COMMs and CDH subsystems through research, documentation, requirements gathering, and team coordination. - Acted as vendor liaison for the COMMS and CDH subsystems in conjunction with leadership to identify equipment solutions with respect to technical requirements as identified by the University Nanosatellite Program (UNP) and WALI subsystems. - Full time student and COMMs and CDH Volunteer from August 2019-May 2020.

- Provided educational support both in person and remotely for individuals and groups outside of the classroom setting at the Haworth College of Business for the Business Information Systems and Marketing departments.- Tutored Business Analytics/Microsoft Excel, Business Data Mining/Rapid Miner, Business Web Architecture/ Html5 and CSS, Internet Programming/php MySQL, System Analysis and Design/Microsoft Access, and Visual Analytics/Power BI and Tableau.- Maintained full-time student status.

- Maintained status as a full-time student.- Assisted customers with requests and resolve issues.- Maintained market and vending machines across multiple accounts by stocking and cleaning machines, troubleshooting issues and completing minor repairs, and collect and send money for deposit.- Responsible for ordering and inventory control of merchandise.- Trained new employees on all relevant job duties.

- Supported the phased implementation of the Epic platform branded as MiChart, which included more than 25 applications and related initiatives impacting over 16,000 users.- Edited and maintained an inventory of over 4000 training and support documents. The editing process included technical editing as well as feedback for Instructional Design to ensure a consistent training and support experience across the organization.- Acted as print vendor liaison to coordinate the printing and delivery of materials for the training of new and existing staff.Website Administration:- Redesigned and provided continuous updates to the MiChart internal website through consultation with subject matter experts, stakeholders, project management and leadership.SharePoint Site Administration:- Access and content management.Process Improvement:- Identified, and implemented process improvements to the Tech Writing submission process, website redesign, and print coordination process. - Created template training to introduce the Instructional Design team to the use of InDesign for training material creation and provided ongoing support as template changes were implemented.- Collaborated on a database solution to coordinate the scheduling of certifications, courses, trainer assignments, and related materials.

Technical Editor, IHIS - The Ohio State University Medical Center via TEKsystemsSupported the Epic implementation of IHIS ADT/Prelude, Ancillary, ASAP, Beacon, Cadence, Cardiant, HIM, HOD, InPatient, OpTime, Resolute, and Stork applications through the creation and editing of training and end user documentaiton for the Big Bang release at The Ohio State University Medical Center (now called the Wexner Medical Center at The Ohio State University). - Supported the Epic implementation of the Integrated Health Information System (IHIS). - Edited over 160 training documents, lesson plans, tip sheets, quick start guides, playground scenarios, exercises, and workbooks.- Acted as print vendor liaison to coordinate the printing and delivery of materials for the training of over 60 credentialed trainers 600 Super Users and 14,000 members of the OSUMC staff.- Maintain and publish documentation electronically, using Microsoft SharePoint.

- Documented, edited, and published existing and new processes, technical guides, and user guides including end to end processes, gathering and documenting business requirements, help file content, and standard operating procedures through collaboration with internal and external clients, project management, subject matter experts, and stakeholders, across multiple platforms and business units. - Managed site content, user access, and application and workflow testing of the departmental Microsoft SharePoint site.Document, edit, and publish existing and new processes, technical guides, and user guides.- Collaborate with project management, subject matter experts, and stakeholders across multiple platforms and business units to develop requirements, processes, and guides throughout the project management and software development lifecycles.SharePoint site administration.- Access and content management.- Application and workflow testing.- Document best practices and processes.

Staff training and development.- Transferred from Jacksonville, FL to establish the Command Center at the corporate headquarters in Cincinnati, OH as part of a consolidation effort and trained all new Command Center Associates and new and existing programs.Develop training and quick reference materials.- Process development and documentation.- Develop user guide content for application.- Document processes and standard operating procedures.- Created Help file content for Enterprise Monitoring Link (EMLi), a previously undocumented system.Develop requirements, facilitate communications, and test application development for a real-time call routing and labor management tool.Subject Matter Expert for over 20 Command Center supported programs.- Utilize multiple platforms to manage call volume and labor across a multitude of line groups and operating centers with significant impact to intraday performance.- Facilitate real-time, pre, and post day strategy, analysis, and support to contact center operations teams. Escalation and system issues resolution.- Business continuity planning and training.- System and user administration for multiple systems.

- Managed a team of 20 representatives in customer service and technical support roles and monitored metrics to meet service level for multiple clients. - Trained customer service and technical support representatives on a variety of products for home phone, wireless, and internet service providers.

- Provided on-site retail support for AT&T and Cingular Wireless customers while offering a positive customer experience.- Assisted customers in selecting equipment and service plans to fit their individual needs while meeting sales quota requirements.- Conducted regular inventory, updated marketing displays, and conducted cash, check, and credit transactions.

- Coordinated technology for the St. Paul School and Church, including the implementation of a new library system.- Taught computer programs and skills to K-8 students. Substituted additional classes as needed.- Developed and delivered audience appropriate lesson plans.