•Managed multiple renovations at 3 distinct properties.

•Performed complex managerial and analytical tasks to support the contract prioritizing multiple responsibilities meeting quality goals within deadlines.•Provided program reporting data analysis, performance strategies and dashboard presentations to ensure quality contractual service delivery.•Coordinated onboarding/offboarding functions of I-9 verification, badging, to equipment procurement.•Collaborated with cross-functional teams to ensure continual IAT certification compliance.Delivered ongoing corporate training of all staff.

•Produced quality analytical data visualization by presenting contractual metrics and survey results; completed ITSM and ITIL processes, workflow, report development, and dashboard creation.•Facilitated ongoing training to retain quality customer service, staff technical skills, KBA practice, and certification compliance.•Provided New Contractor full comprehensive instruction, documentation and training for incoming Data Analyst and call center agents.

•Produced quality analytical data visualization by presenting contractual metrics and survey results; completed ITSM and ITIL processes, workflow, report development, and dashboard creation.•Evaluated Tier-1 Help Desk Specialist ticket data for process conformity, First Call Resolution statistics, and customer surveys ensuring fulfillment of contractual and statistical compliance requirements.•Facilitated ongoing training of functional teams to achieve quality customer service, staff technical skills, KBA practice, and certification compliance•Created Knowledge Base Articles (KBAs) with process methods, policies, and graphics to integrate within the BMC Remedy ticketing system.

•Managed quantify research data on multiple Clinical Trials to meet FDA/ICH regulatory Clinical Research Trial Processes and Protocols.•Identify query irregularities, data deviations, inconstancies, inaccuracies.Completed study specific procedures and valuation to identify snd report protocol fraud.•Create accurate QA reporting to facilitate comprehensive quality reviews on study completions, ensuring FDA regulation data compliance and validity were presented.•Supply compliance data Reports for Covance Medidata & RAVE EDC Databases.•Managed quantify research data on multiple Clinical Trials to meet FDA/ICH regulatory guidelines, and Clinical Research Trial Processes/ Protocols. •Identify query irregularities, data deviations, inconstancies, inaccuracies, study specific procedures and/or identify protocol fraud.•Create accurate QA reporting to facilitate comprehensive quality reviews on study completions ensuring FDA regulation data compliance and validity. •Supply compliance data Reports for Covance Medidata & RAVE EDC Databases.

•Partnered with Project and Help Desk Managers to prepare a proposed contract to develop a BMC Remedy 8.1 ITSM document library.•Analyzed QA gaps with Application •Auprogramming Interface (API) flowchart reports.•Authored multiple BMC Remedy 8.1 Standard Operating Procedure (SOP) templates, outlining library and training processes within SharePoint.

•Led the Help Desk team through KBA documentation and training for three proprietary web-based SQL CRMs to enhance customer satisfaction. Conducted customer service training, incident assistance, and website tutorials.•Authored documented training SOPs and comprehensive knowledge base articles to provide Tier1 Help Desk agents with through comprehensive training.•Collaborated with developers to test proprietary software systems within the development lifecycle.

•Supported Aramark-GWU facility services management office organizing and coordinating office operations and procedures in order to ensure organizational effectiveness and efficiency. •Redesigned and produced monthly company newsletter. Monitored internal processes for compliance to GWU policies, procurement, inventory tracking union and legal issues.

IT CRM & Educational Coordinator| Nanjing International, Nanjing, China IT Process Coordinator & Instructor| American School in Taichung, Taiwan IT Operations Coordinator| Seoul International School, Seoul, S. Korea •Led IT Educational Program implementation and instruction, collaborating with teachers and administrators, reviewing program modules, oversight, to implementation quality level IT programs at three Magnet schools. •Overhauled staff training to exceed USA accreditation and IT security standards, creating 1st Computer Science Acceptable Use Policies (AUP), and SOP guidelines for all faculty and students at three educational facilities •Instructed staff and teachers on School Management Software (CRM/) utilization to input compulsory attendance, grades, and off-campus education•Delivered comprehensive IT Instruction in MS Office Suite, PowerPoint, SharePoint, HTML, Internet Safety, IT Security, and Best Practices to staff and students.