Adjunct faculty in the William & Mary Online MBA program, teaching a course section focused on the intersection of business and technology.

By implementing a “white glove” customer-first mentality for end user technical support, I have successfully overseen physical technology assets for workstations & mobile devices while maintaining customer satisfaction consistently above 95%. I have worked to optimize physical & information security infrastructure, CRM, VoIP & call centers, network infrastructure, internal domain, hardware, & web services.▸ Establish business continuity plans for disaster recovery & technology compliance ▸ Respond to multiple yearly audits regarding technological infrastructure & processes▸ Maintain expertise in HIPAA, GDPR, CAN-SPAM for email, & TCPA for texting campaigns▸ Implemented Salesforce Marketing Cloud for enhanced communication capabilities▸ Nominated for 3 quarterly “Snow Star” awards for contributions to corporate success ▸ Eliminate redundant expenditures & unplanned interruptions with 99.99% uptime over 3 years▸ Reduced employee competency timelines with 2 IT-specific trainings focused on security ▸ Manage 25% annual growth in IT help desk tickets since 2015 with minimal staffing increases ▸ Insourced technological capabilities to generate revenue & minimize cost▸ Instituted cloud-based file management upgrades to store & share files more securely

▸ Created full-service, individualized sales experiences focused on customer service ▸ Offered technological expertise to craft comprehensive solutions for every customer▸ Receive frequent customer compliments for product knowledge & quality of care ▸ Recognized as top performer based on total revenue per hour

▸ Balanced profitability & customer experience to grow profitability while building loyalty▸ Evaluated data to guide financial decisions impacting both store & customer▸ Supported team of employees with robust coaching & mentoring program▸ Trained 4 employees promoted to leadership roles at other locations

During a period of growth & expansion, I collaborated to coordinate technology efforts to relate to a larger facility in an organized fashion to meet timeline & budget constraints. ▸ Spearheaded brand new technology infrastructure▸ Directed all vendors & installers & designed internal network ▸ Fostered evolution from “ticket taking” help desk to trusted, value-generating department ▸ Installed mobile device management solution to enhance information security

While in this position, I worked to identify & diagnose technological inefficiencies. I emphasized business continuity planning to prepare for all possibilities. ▸ Generated cost-benefit analyses of implementing strategic solutions▸ Trained more than 2,500 end users to incorporate solutions quickly & efficiently ▸ Grew marketing campaigns to engage clients & boost annual revenue ▸ Created SOP for mass email creation, distribution, & event tracking ▸ Optimized data analytics to research open, click-through, bounce, & conversion rates

▸ Featured real pharmaceutical patients in marketing pieces to optimize brand strategy & ROI ▸ Ensured quality deliverables as project manager for multiple internal creative teams