IT Trainer // Infinite Social Solutions

Baltimore, Maryland —January 2012 – Present

• Owner and operator
• Assist in developing and implementing IT training programs.
• Planned and carried out courses of instruction.
• Maintained records on student progress, attendance, and other statistical information as required.

PC Instructor // Enoch Pratt Library

Baltimore, Maryland —January 2023 – March 2023

• Provide in-person support for multi-purpose computer labs.
• Planned and conducted workshops and one-on-one training for library patrons and staff online and in-person.
• Assist in developing and implementing IT training programs.
• Planned and carried out courses of instruction.
• Maintained records on student progress, attendance, and other statistical information as required.

Social Media Manager // Baltimore Unity Hall

Baltimore, Maryland —February 2023 – Present

• Developing and implementing social media strategies that align with the company’s overall marketing goals and brand identity.
• Creating and curating content for various social media platforms, such as Facebook, Twitter, Instagram, LinkedIn, and YouTube using the Hootsuite social media management platform.
• Analyzing social media metrics to track the success of campaigns and make data-driven decisions for future strategies.
• Collaborating with other departments, such as marketing, sales, and customer service, to ensure a cohesive brand message across all channels.

IT Instructor, IT Specialist // Out For Justice

Baltimore, Maryland — April 2022 – April 2023

• Providing IT support for organization hardware and software
• Train organization members and employees on computer basics, specifically Google Suite and Microsoft Office.

IT Instructor // Women’s Housing Coalition

Baltimore, Maryland — September 2021 – Present

• Successfully wrote and secured a grant for a computer literacy program, resulting in the program being fully funded for multiple years.
• Designed and developed a comprehensive computer literacy curriculum, including lesson plans and assessments, for learners of all ages and skill levels.
• Conducted ongoing assessments and made data-driven adjustments to improve program outcomes and student learning.
• Demonstrated strong communication and interpersonal skills, building rapport with students and creating a positive learning environment.

Social Media Manager // Dream Bigger Community Institute

Baltimore, Maryland — October 2018 – Present

• Overseeing interactions with the public by implementing social media platforms’ content strategies.
• Analyzing engagement data
• Identifying trends in customer interactions
• Planning digital campaigns to build community online.

Sales Advisor // Geek Squad, Best Buy

Baltimore, Maryland — October 2020 – Present

• Help drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions to their needs
• Partner with other employees to ensure customers’ end-to-end needs are met.
• Create relationships with customers to identify their needs and recommend appropriate solutions.
• Applies product knowledge and industry knowledge to each customer interaction.
• Follow-up with customers, designers, vendors, and contractors to confirm delivery and answer questions.
• Applies understanding of design and construction to ensure customer orders are correct to specification.
• Attends vendor-offered product training to remain up to date on products and industry trends to better satisfy customers and support fellow sales team members.
• Selling tech support services
• Installing and repairing equipment and software.

Adjunct Instructor // Community College of Baltimore County

Baltimore, Maryland — October 2019 – June 2022

• Taught a Basic Computers course for the Pharmacy Technician and CNA programs which included 40 students total. All students completed the class. Two of the pharmacy technician students have found full-time employment at local pharmacies.
• Created lessons geared toward resume writing, Microsoft Office basics, creating professional social media profiles on various social media platforms and networking using social media.

IT Site Coordinator // Erickson Living

Baltimore, Maryland — January 2015 – February 2020

• Provided Tier 1 and 2 IT support for over 2,500 users (private residents and employees) – troubleshooting, hardware and software upgrades, and preventive maintenance on computer systems.
• POS installation, upgrades, and maintenance, including monitors, receipt printers, bump bars and software knowledge – Wall router installation and configuration – Netgear Switch installation and troubleshooting – VPN Configuration – Back of House PC Installs, including hard disk replacement – Digital menu board installs and configuration
• Coordinated and executed more than 10 onsite support projects driven by corporate and community initiatives throughout the year.
• Purchased, deployed and upgraded over 1000 pieces of computer equipment for life-cycle replacement annually or when the need for new equipment occurred.
• Provide support for telephone systems in areas such as Move, Add, Change (MAC) requests and basic troubleshooting.
• Conducted end user training weekly on standard applications and hardware with class sizes as small as 5 individuals and as large as 30 individuals.

IT Service Desk Analyst // Erickson Living

Baltimore, Maryland — January 2015 – September 2018

• Provide client support and technical issue resolution via E-Mail, phone and other electronic medium – answered an average of 600 inbound calls and 200 emails monthly.
• Maintained an average customer satisfaction rating of 4.8 out of 5 and an average resolution rate of 66%.
• Analyzed and resolved customer’s technical support needs and solved/route accordingly, using documented procedures and available tools.
• Provide support for Windows 7 & 10, Office 2010, Office 2016 Microsoft Exchange and other proprietary applications.
• Maintained a knowledge based articles database for the team and created over 100 knowledge based articles.
• Maintained and updated Sharepoint site for team.
• Currently filling in as On-site support for Charlestown supporting residents
• Perform preventive maintenance on computer systems

Technology Solutions Analyst // Allegis Global Solutions

Hanover, Maryland — October 2016 – February 2017

• Data obfuscation for client invoices that failed to process.
• Worked with our Salesforce team in creating workflows in SalesForce to process invoices to customer specifications.
• Created workflows in Salesforce to process client invoices.

Help Desk Support // Teksystems

Baltimore, Maryland — January 2012 – December 2015

• Answer inbound calls, emails, and web chats, assess customer’s technical support needs and solve/route accordingly, using documented procedures and available tools.
• Provide client support and technical issue resolution applications and network issues via Email, phone and other electronic mediums
• Provide support for Windows 7, Office 2007 & 2010, Microsoft Exchange and other proprietary applications.
• Escalate issues to Level 2 appropriately.

Help Desk / Technical Support // Eye-Fi

Baltimore, Maryland — July 2012 – November 2012

• Answer inbound calls, emails, and web chats, assess customer’s technical support needs and solve/route accordingly, using documented procedures and available tools.
• Escalate issues to Level 2 appropriately.
• Remain knowledgeable of performance requirements, product line and service offerings
• Maintain awareness of and compliance with all company policies and procedures Achieve specified performance goals.
• Provide client support and technical issue resolution via E-Mail, phone and other electronic mediums.
• Configuration of client’s equipment to connect to the Internet via modem/DSL Router (Dial Up/DSL customers only).
• Configure software to connect to Internet application servers.
• Display thorough knowledge photography and photography equipment

Computer Sales Consulting Manager/Geek Squad Support, Best Buy

Baltimore, Maryland — July 2007 – December 2011

• Consistently a top performer in daily sales as an individual and department.
• Oversee the overall staff recruitment and maintenance.
• Supervised a team of 10 members – scheduling, training and evaluation of performance.
• Had a dual role as Geek Squad Supervisor where I troubleshooted customer’s computer issues, repaired and performed preventive maintenance.