Theresaaj Fleming Email & Phone Number

• Managed multiple renovations at 3 distinct properties.

Falls Church, Virginia, US

• 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.

Herndon, VA, US

• 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.

Washington, DC, US

• 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.

Washington, D.C., US

• 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.

Al Khobar, SA

• 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.
• 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.

Bs; Clinical Laboratory Sciences, Premed, Technology, Business

Certifcation, Secondary Education And Teaching

Ma, Educational Leadership And Administration

Clinical Laboratory Sciences Internship, Clinical Laboratory Science/Medical Technology/Technologist

Bachelor Of Applied Science - Basc, Clinical Laboratory Science/Medical Technology/Technologist

Master Of Education - Med