I am the sole proprietor of a small business specializing in Portrait, Event, Cosplay, and Artistic photography in Colorado Springs,I run all aspects of this business including maintaining equipment, creating images, on going education in the photographic industry, website development, and up coming social media storm. I use a variety of websites to help manage my business including SEO websites to identify current trends and hashtags on social media, current and upcoming websites for publication, and magazine submissions.

• Case Mail, Flats, Periodicals, Parcels with strong attention to detail and accuracy• Deliver mail and parcels to 600 customers• Collect mail and parcels for outgoing mail

• Develop employees’ skills and accountability while maintaining attrition below 12% year-over-year• Conduct payroll as well as multiple HR investigations and disciplinary actions for up to 40 employees• Create daily reports detailing CMR and CSM quality and efficiency• Work with customers and Office of the President issues to ensure the highest quality of service• Create cross-functional teams and work with other departments to ensure customer needs are met• Create and implement new ideas based on social trends and reviews• Created brand new multi-functional technical troubleshooting Help Desk • Perform daily data mining, data entry, and data analysis• Performed monthly and yearly reviews as well as interviews, hirings, and terminations

• Created instruction manuals for Technical Support of Internet, Computer, Wireless & Telephony• Created the training structure for entry-level employees• Conducted training for Internet, Wireless, Telephony, Customer Service, Sales, and Billing agents• Created ongoing training delivery for existing agents• Performed Corporate training on multiple topics• Work with supervisors and managers to identify areas of improvement and created on-going training materials and instruction

• Exceeded quality and quantity expectations from customers and sales agents• Created technical reference documents for existing employees• Worked on IP renumbering project for Time Warner Cable Los Angeles Division• Created and cut IP scopes (automated and manual), DNS records, web hosting accounts, and online storage space solutions• Ran and modified scripts to configure and reconfigure network routers• Created Vanity and Non-Vanity email addresses• Directly address network and boot file issues by correcting scripts• Initialize online monitoring of network equipment• Work with customers and field technicians to resolve network issues to Business Class customers satisfaction

• Recognized for outstanding quality on more than 20 separate occasions• Provide excellent customer service to agents and customers in a multi-line phone system environment• Created technical troubleshooting aides for phone agents• Created process for National Help Desk agents to assist in answering difficult questions from customers• Dispersed to Los Angeles to create a new troubleshooting manual• Provide answers to Technical Service Representatives across all four national technical support centers• Established a 4x10 work schedule to ensure Help Desk Agents had maximum coverage• Manually assisted customers in removing viruses and malware from their computers

• Assist customers in troubleshooting Internet connectivity and computer issues• Installation of USB and Ethernet device drivers• Perform on-net and off-net tests to computers, including TELNET, FTP, and PING tests• Installation and configuration of TCP/IP settings• Verify IP in formation, resolve IP address and URL issues from on-net and off-net DNS servers• Fully document and record all customer issues, concerns, and resolutions• Identify network issues, outages and interpret DHCP logs• Configure and troubleshoot security software, various Internet Browsers, E-mail clients• Create email addresses through LDAP• Perform Data Entry

• Participated in and Facilitated Ongoing Process Improvement Teams• Two years as a work coordinator assigning work schedules for 14 – 70 employees• Three years performing On-The-Job training under ISO 9001 standards and maintaining Training and Certification Database• Implemented Corrective Action Plans• State Certified First Responder for medical emergencies• Operated in both Just-In-Time and Flow manufacturing• Operated and performed training under ISO 9000 and 9001 standards