Responsible for all aspects of Otafest having to do with volunteers/staffing, charity initiatives, panels, events, guests, gaming, cosplay, and contests. Ensuring that teams are happy in their roles/with the organization, addressing and mediating conflicts.

Managing the organization's Box Office team, Web & App Development, People Services, and Data Analytics.Developing tools to enhance, simplify, and improve the workflow efficiency across the organization. Examples include automating the organization's onboarding and account creation process (90% time reduction), digitizing the collection and recording of signatures on forms, integrating ticketing systems with the organization’s barcode scanners.

- Acting Webmaster, Volunteer Coordinator, Artist Alley Coordinator, Admissions Coordinator, Emergency Management Deputy Officer, and Information Management & Application Development Department Head.- Managing user accounts, groups, and account policies as a Super Admin on G Suite.- Using Google Hangouts to host staff meetings.- Building, maintaining, updating the organization’s website.- Posting updates to the community on Facebook and Twitter.- Managing, placing, and coordinating over 80 exhibitors in an exhibitor hall.- Coordinating, scheduling, training, organizing annual volunteer appreciation days, and writing reference letters for 100+ volunteers.- E-mail and in-person correspondence with over 80 exhibitors and more than 7,500 patrons to provide updates and answer questions regarding online payments, descriptions of events, pre-sales, and feedback.- Providing on-call assistance (such as line control) to other departments.

- Screened and onboarded 200+ volunteers on a biannual basis.- Scheduled volunteers to meet departmental requirements and volunteer availability.- Developed & presented training material for new volunteers.- Ordered and distributed food for the volunteer base while complying with diverse dietary restrictions, shift times, and budgetary requirements.- Checked in with volunteers, addressed their concerns, and occasionally acted as a mediator in disputes.

Technical Operations role that supports IT Applications and Services for the business through monitoring, configuration, and incident resolution.Responsible for:- Configuring, administering, and troubleshooting services including Google Workspace, Jira, Confluence, GitHub, Slack, Sapling, and others.- Negotiating contracts with service providers and optimizing cost savings.- Developing integrations between services to automate workflows.- Assisting with account administration and the onboarding and offboarding of employees.- Maintaining a system inventory and assist with access audits.- Monitoring service usage and make recommendations related to security, costs, and ease of use.- Configuring and troubleshoot user devices, including laptops.- Configuring office network configuration and troubleshooting.- Documenting work and creating material to help users.- Mentoring colleagues and enabling them to reach their career goals.

Client Implementation Coordinators welcome new clients to Blackline and support them through a successful implementation of our solutions.- Developed and maintained tools to improve process efficiencies and effectiveness, saving hundreds of work hours for the team by performing bulk operations for a previously manual process.- Initiated and maintained the team’s first wiki of knowledge and process documentation.- Consulted on projects and initiatives to further automate the team’s workflow and maximize the use of available tools (e.g. HubSpot automations).- Initiated and managed multiple deployment projects through completion with a broad variety of size and complexity.- Used HubSpot, NetSuite, and Blackline’s portal to retrieve order information and design customer accounts to reflect client needs and for optimal use, growth and transparency.- Hosted web-based training sessions and meetings to end users.- Communicated key learnings, relevant client information and requests to the appropriate internal teams.- Served as a point of contact and expertise in technical and API related questions.

Job Purpose: To perform technical investigations into escalated issues from clients using Absorb LMS as their e-learning platform- Maintained a 98%+ client satisfaction rating.- Investigated client-specific data within the platform’s SQL database, audit logs, and server logs to isolate technical causes for issues.- Resolved client issues involving the REST API, Inbound/Outbound SSO, E-Commerce, reporting, imports, and other integrations.- Collaborated with team leads and managers to develop processes, documentation, and guidelines to optimize team operations.- Developed goals-based queries and dashboards in Zendesk Explore for management and executive consumption.- Developed and maintained internal documentation within Confluence to enhance team knowledge and troubleshooting skills.- Escalated verified technical concerns and bugs to development teams via Jira.- Answered technical questions from the Sales Engineering & Proposals teams to facilitate the sales process.- Lead the team for 3 months during a team lead transition & working with management and external teams to maintain the team’s success.

- Established trusted relationships with a portfolio of clients to help them achieve their learning management system goals.- Onboarded new clients by providing an orientation to the platform, training client administrators, and performing use case specific demonstrations as required.- Scoped client requirements for integrations and design requests, tracking and acting as liaison between them and the Integrations Development and Design teams.- Hosted semi/annual client business reviews to track KPIs and proactively determine practices to support their targets.- Maintained up-to-date client information, reviews, opportunities, and risks in Salesforce and Gainsight.

- Handled 100 - 200 students, faculty, staff, and retirees per week in person, by phone, e-mail, and live chat to provide technical support for e-mail, anti-virus, Office 365, Desire 2 Learn, desktop and laptop support, access provisioning, account creation, and iOS and Android device support.- Logged and resolved service reports using BMC’s Remedy Incident Management System and Service Now.- Was the acting Queue Manager for tier 1 and tier 2 ticket queues.- Performed access provisioning tasks including Peoplesoft Access Requests, offboarding, RSA SecurID assignment, e-mail mailbox creation, and secondary account creation.- Developed, tested, and maintained scripts that automated and pre-filled ticket entry, assignment, and resolution details including sending templated e-mail messages as required. Iterated and improved the scripts based on feedback and emerging needs from the rest of the team.- Identified inefficiencies in workflow processes and developed tools to expedite those processes.- Increased efficiency of the university’s timely terminations audit process by 80% through development of an automation to pull user information from Active Directory, LDAP, and file shares, and aggregate the output into a Word document for the audit team.- Developed applications to expedite daily workflows (e.g. enabling agents to re-assign and/or resolve tickets in bulk; automatically processing e-mail responses from a shared inbox using Remedy’s API to update tickets).- Trained new employees and oriented them to the space, programs, and expectations of the workplace.