Kristie A. Email & Phone Number

Service Delivery Manager (August 2022 – Present)• Managed a team of 35-40 IT technicians and administrative personal located at 15 sites across the U.S. and Canada.• Managed a job reduction action that affected 66% of my staff. This included coordination of transition activities, teaming up with HR and being a mentor to those affected.• Interviewed and hired candidates for IT-related roles with a 90% successful conversion rate.• Worked with finance team to ensure accurate billing on dedicated customer contracts valued at over $1 million in revenue.

Wauwatosa, Wisconsin

Onboarding Technology Specialist (promotion) (September 2021 – July 2022):• Optimized online onboarding training sessions by reducing the length of the sessions by 30% by redesigning presentation slides. This also reduced the number of post-training incidents by 60%.• Procured approximately 200 computer and smart phone assets per month, ensuring proper configuration and keeping logistics of these assets on schedule.• Implemented an email notification process for people leaders that reduced the number of procurement and employee attendance issues by 17%.• Produced IT training video clips for new employee onboardingTeam Lead (promotion) (July 2020 – August 2021):• Improved incident closure rate by 4% over 1 year by developing a report that more accurately identified technicians falling below the expected KPI threshold. • Analyzed and prepared metrics reports for 15+ locations. • Managed team of 9 onsite and remote technicians. • Conducted in-person computer orientations for groups up to 180 people, including configuration of user accounts, computers, and mobile phones. • Developed a standard operating procedure document that improved the number of completed incident tickets by 4%.Prior Experience:• Training Team Representative (promotion) (2019-2021)• Desktop Support Tech II (promotion) (2017-2020)• Desktop Support Tech I (promotion) (2016-2017)• IMAC Technician (2014-2016)• Supported 1,200+ employee base, troubleshooting hardware and software break/fix, and networking issues on PC and Mac platforms, mobile devices and tablets on a walk-up and remote support basis. • Securely perform data migrations, extractions and restorations on over 100 Windows and MacOS computers.• Mitigate malware and viral infections on end-user computer assets.• Investigate missing computer assets and submit security reports.• Conducted asset management and inventory control activities on 1K+ IT assets and peripherals. x

United States

Notary Public commissioned by the state of Wisconsin to perform in-person (Wisconsin only), remote/online, electronic, and online notarizations for anyone in the United States.

Milwaukee, Wisconsin, United States

https://www.facebook.com/kaitconsulting/Cybersecurity Consulting | Digital Forensics | Training Technical Writing

United States

• Develop and implement efficient administrative systems and processes to support the Center's strategic goals.• Provide leadership, direction, and management of the administration team, fostering a collaborative and mission-driven work environment.• Manage the overall administrative budget, ensure proper allocation of funds, and prepare financial reports for executive and board review.• Coordinate with department heads to ensure that all support services such as IT, facilities, human resources, and finance are aligned with the Center’s needs.• Oversee the recruitment, training, and retention of administrative staff, nurturing a culture of high performance, continuous improvement, and professional development.• Lead the strategic planning and execution of organizational policies, internal controls, compliance, and best practices.• Serve as a key liaison between the administration department and other strategic partners, stakeholders, and the board of directors.• Analyze and interpret data to provide insights and recommendations on improving operational effectiveness and efficiency.• Foster a culture of compliance by ensuring adherence to legal guidelines, in-house policies, and current laws/regulations affecting non-profit organizations.• Represent the organization in various settings, including community events, professional associations, and public meetings to enhance CDIC’s presence and visibility.

Greater Milwaukee Area

• Troubleshooting XP and Windows 7 OS and networking / connectivity issues remotely and in the field• Installed software and hardware• Service desk

Waukesha, Wi

• Achieved 100 percent sales accessory attachment rate on first day of working in electronics department (March 2014)• Sales employee of the month in February 2013As a Sales Floor Team Member, I was assigned to a variety of work centers, including price accuracy, signing, market, soft lines, hard lines, and operator.

Greater Milwaukee Area

Lutheran Social Services (3-month contract): IT Customer Support Specialist• Worked on a three-person help desk team, achieving 99.64% customer satisfaction rating, up 1.2 percent from previous month• Supported 1,100 users; personally managed an average of 21 tickets per day via email, phone, and walk-up IT support

Waukesha, Wi

• Increased number of Twitter subscribers by 276% in 10-month period.• Managed the implementation and maintained the organization's Web site using a Content Management System (CMS) and HTML.• Created new digital file storage process for collecting and organizing photo and video footage.As Communications Coordinator, I collaborated directly with school administrators, faculty, and volunteer leaders. I coordinated plans and implemented best practices in communications and public relations to inform and inspire alumni, parents, colleagues and the broader community about the impact of a Catholic Memorial High School education and the means to fulfill its mission. This position also conducted web site maintenance and content creation, production of digital media for promotional purposes, and public relations activities.

New Berlin, Wi

• Edited and wrote Web site content, internal and external marketing collateral, and four newsletter print publications (25,000+ circulation)• Administered and maintained 100+ page Web site using Content Management System.• Wrote Web content, increasing unique visitors by 150% in one-year period. • Increased organization's exposure by 40K members of the African American community through securing front page photo placements of a local African American newspaper for a fund development event within 24 hours of the event taking place.• Researched and implemented e-mail marketing program used to produce electronic newsletters and announcements to 20K+ list members.• Implemented social media campaign which increased volunteer event registrations by 531%.• Coordinated online and print advertising campaigns.• Designed and wrote content for organization’s first post-merger Web site.• Participated on the Content Management System (CMS) implementation team that determined initial system needs and structure, permissions, organization, and web content. • Administered organization's 100+ page CMS-based Web site.• Solved technical and customer service Web site issues with a 98% success rating.

• Critiqued and wrote narrative student assessments for 300+ student speeches.• Facilitated and wrote narrative student assessments in reading, writing, listening, quantitative literacy, and computer literacy, impacting student class level placement. • Wrote student evaluations based on assessment performance which became permanent component of student record and used for later determining graduation. • Conducted one-on-one consultations with students on their progress and established academic and career goals with students.

Brookfield, Wi

• Designed company’s first Web site and updated and maintained 2nd generation Web site.• Developed product label production process, reducing costs by 50% over the expense of sending jobs to outside vendor and decreasing overall production time by 40%. • Color corrected, scanned, and batched hundreds of artist renderings to prepare images for production.• Designed and laid out all ads, product slicks, and print catalogs.• Wrote Web site content and product descriptions for print and online catalogs.• Conducted all product photography for e-commerce site.• Maintained $500K retail store product inventory.• Designed and wrote full-page print ads, published in national trade magazines (43K+ circulation).• Conducted tradeshow and in-store product demonstrations to audiences of 1 to 100. • Maintained 1,500+ product e-commerce Web site.• Designed and edited all product publications (i.e., catalogs, instructional manuals, product packaging inserts, ad slicks) resulting in a 20% increase in sales.

Brookfield, Wi

• Prepared sales quotations and client proposals and RFPs.• Coordinated tradeshow booth registrations, set-ups, shipping, and payment.• Responded to 100% of client inquiries.• Co-chaired employee event committees, amounting to an 85% participation rate.• Editor, writer, and designer to first-ever employee newsletter.

Master'S Degree, Cybersecurity

M.S. degree in cybersecurity with a digital forensics focus

Associate Of Applied Science, It - Cybersecurity Specialist, 3.81 Cumulative

Activities and Societies: National Technical Honor Society - March 2020; Phi Theta Kappa Honor Society - October 2019; Honors List.

Certificate, Cae2Y Cybersecurity

Certificate, It Security Administrator

Certificate, Network Administration/Help Desk Support

B.A., Professional Communications

Activities and Societies: Pi Sigma Epsilon

Elementary Education And Teaching

Marketing

Activities and Societies: Student Senate