As a data-driven IT professional, I specialize in leveraging data analytics, SQL, and Python to optimize processes, improve systems, and deliver actionable insights. My work focuses on analyzing processes and user requirements to enhance applications, automate workflows, and ensure seamless system integration.Admin multiple SaaS and on-premises software critical to city operations.I lead technology initiatives by developing short- and long-term plans, conducting system research, and implementing scalable solutions. With a strong foundation in SQL and Python, I extract, analyze, and visualize data to support decision-making and drive operational efficiency. I also customize and automate reporting to deliver valuable insights to stakeholders.Key responsibilities include monitoring system performance, ensuring data security and integrity, and resolving complex technical issues. I collaborate across teams, provide user training, and maintain self-service knowledge bases to empower users.• Analyze user requirements to enhance applications and automate workflows.• Develop city wide policies, standard operating procedures balancing technical, ethical, and legal• Developed short- and long-term technology plans for system optimization.• Extract, transform, load (ETL and ELT), analyzed, and visualized data to drive operational efficiency using SQL, PowerBi and Python.

Offering ad hoc and contract data analytics services.Consulting with non-profits to better utilize data in fundraising.Consulting with Higher Education Institutions to develop course material surrounding LLM usage and Deep Learning courses for Graduate Level coursework.Provide graduate level student assistance in Data Analytics.Mentor undergraduate students in Data Analytics and Computer Science.Authored content commits for e-learning platforms focused on Data Analytics such as Analystbuilder.com and OSSU Data Science.

Saved over $1,000,000 by reducing cost, labor hours and asset recovery systems. Saved over 250 labor hours a month with automations across various departments.Manages 11 Zendesk Instances and over 400 users for a variety of internal departments to ensure operating efficiency.Develops dashboards in multiple BI tools as well as creating excel reports.Works with key stakeholders to develop optimization plans and increase interdepartmental collaboration and efficiency.Reviews process to ensure compliance with data governance.Negotiates with vendors on pricing, integrations, and implementations. Builds EMV and cost-benefit analysis on proposed plans.Migrates data via Python and APIs across systems.Creates process documents and standard operating procedures and adheres to ITIL standards.Manages systems with an Agile approach.

Guide and educated Zendesk customers using the Envoy Success Methodology and Framework to give them proactive assistance as they onboard and configure their Zendesk products.Specialized in Zendesk BI reporting in Explore.Maintained product expertise across the Zendesk product lineCollaborated in establishing world-class customer service policies, processes and standardsProvided business consultation for customers, capture the business problem we are solving together, and configured their Zendesk in order to meet and exceed expectationsPerformed issue identification, communication, and resolution for moderately complex issuesRespond to high-profile, high-impact customer escalations in a fashion that encouraged confidence and continued customer loyaltyTranslated client goals and success criteria into a design according to scopeAsked questions and digging into the customer’s specific use-cases, capturing the business problem to solveRunning Design & Configuration sessions with customers (onsite/remote)Recommending best practices in alignment with client’s organizational and functional requirementsPreparing and presenting Functional Design Documentation to different levels of the client’s organizationConfiguring the Zendesk application to support the customer’s needs and help to drive value in their organizationConducting virtual meetings, training, and knowledge transfer sessions according to Envoy's Customer Success methodology

Recognized leader in risk and compliance management software and services, with integrated risk prediction and mitigation solutions deployed to 13K+ customers in more than 85 countries, including 91 of the Fortune 100. Administered and orchestrated up to 40 concurrent projects relating to EthicsPoint software solutionsBuilds trusting relationships with global customers while evaluating project requirements, educating customers on best practices, and training new users; effectively motivates product buy-in and adoptionIdentifies and capitalizes on opportunities to cross-sell and upsell products based on customer needs and objectivesSchedules project kickoff calls to ensure expectations are met and closure calls to ensure deliverables are completeLeads customers through integration and transition to resources that meet their non-project needs and/or ongoing supportMentors and facilitates the professional development of new hires as a member of the NAVEX CSO MENTOR Network

Initiated utilization of Salesforce Lightning to manage, create, and maintain macro libraryCreated Salesforce CRM dashboards and reports to measure team performance and identify areas of improvementDesigned and managed reports to identify, correct, and resolve issues relating to internal processes and customer serviceEvaluated and categorized support tickets for data processing and taggingPerformed data cleaning, transforming, and scrubbing; interpreted data to resolve and/or prevent issues in real timeDeveloped and standardized department processes and operating procedures, in addition to documenting best practicesLed, coordinated, and ensured successful cross-training between cross-functional support teams

Collaborated with multiple teams to manage projects in support of EthicsPoint, NAVEX’s incident management solutionManaged and tracked customer requirements using Salesforce CRM, ensuring alignment of services with customer needsLed team in volume, performance, and customer satisfaction, as well as customer support upsells in 2018

The Franciscan Montessori Earth School is a private catholic school rooted in the Montessori Philosophy of education. The adolescent program is designed to create an effective environment for the empowerment of this age group. Through comprehensive curriculum and through traveling experiences we strive to prepare students, not just for high school but for a lifetime of learning.

Co-taught as and coordinated activities for middle school students through interdisciplinary material. Responsible for Math, special needs tutoring, religious studies, debate, theater and more.

As a full time service youth, I was tasked with bringing the programs of the Ruhi Institute to Clark County, Washington. I taught many classes for spiritual education for children, community groups for adolescents to expand their capacity for service and training youth and adults to systematically learn and run their own programs.

City year is a non profit dedicated to the drop out crisis in the united states. City Year provides students with training to effectively impact students in the areas of math, literacy, attendance and behavior as well as providing leadership development to participants and student partners.

Provide great customer service and fast food!

Peer Information Center for Teens Inc. is a non-profit that works on students communication skills. The communication skills allow these high school students to positively affect the school in environment using advanced problem solving skills. Also, community service outreach options are provided. Members, after training, can take a Peer Helper class during the regular school day for credit. During this time, students go to other schools to provide lessons based on physical, mental and drug safety through a program called "Protecting You, Protecting me."