• Manage software installation for office of 5 machines.• Assist the Mayor’s Office of Information Technology with office hardware installation.• Webmaster for office website. • Train office staff on use of new hardware and software including: new cell phones, Sony digital recorder voice recording software, and Adobe Contribute.• Provide on-site technical support for meetings and conferences.• Perform evaluation of office website and develop a project plan to transform the site into a central information hub for the MBE community.• Partnered with Mayor’s Office of Information Technology in purchasing, testing and installing software and hardware for Minority Business Development Agency.• Grant manager for Federally funded grants.• Developed online presence strategy for office including developing recommendations for better utilization of social media sites such as Facebook and Twitter and email marketing campaigns with Constant Contact and GovDelivery.• Designed weekly minority business newsletter to inform minority businesses of upcoming contracting and networking opportunities.

• Managed and maintained software for automated phone system used for call center operations. • Set up programs for business analysis in order to preform call center capabilities for national clients.• Troubleshoot software problems for clients, managers, and agents.• Designed automated phones system strategies for effective consumer penetration for agents.• Organized and led meetings for managers to develop and present new consumer penetration strategies.• Resolved hardware and software issues for the office. • Tested new software for client account metrics.• Provided high-level comprehensive support for the CEO. • Developed debtor information database to target high-level accounts.• Managed debtor database to provide effective strategies for contacting consumers.• Developed and managed agent database that measured talk time, idle time, and amount collected by agent.

• Managing customer credit information for the greater Baltimore area. • Developed and designed database for sensitive legal documentation.• Managing legal documents such as Surety bonds, Assignment of checking forms, Power of Attorneys, Court ordered documents, death certificates, and letters of credit. • Assisted with monthly un-collectable credit reports. • Oversaw administrative duties for residential and commercial departments. • Managed customer relations for escalated calls.