Summary of Qualifications

• Five years call center management experience
• Five years experience as a Maximo administrator in facilities, Detroit Public Schools
• Ten years classroom teaching experience
• Seven years help desk experience creating, implementing and managing online reporting, dashboard deliverables and electronic customer satisfaction surveys
• Four years custodial operations management experience
• Five years curriculum development, team building and customer service training experience
• Five years experience with executing training plans/schedules and measuring training effectiveness
• Excellent verbal and written communications skills and proven team workgroup skills

Professional Experience

Confidential

Readiness Support Manager

• Conducted weekly site visits Responsible for handling multiple projects and daily activities, meeting deadlines and developing plans to accomplish departmental and distribution goals Completed written performance appraisals including discipline and up to termination Mentored facilities employees by motivating and providing direction to help them achieve their goals and make a consistent effort to go above and beyond.
• Responsible for overall management of custodial and engineering employees at 42 district school locations
• Responsible for promoting and conducting good housekeeping.
• Developed and designed solutions to solve complex problems, managed outside contractors and on call for emergencies, 24x7.

Confidential

Service Response Manager

• Four years experience directing the activities of call center and group responsible for developing call center metrics and reporting that provided strategic overviews of business operations in the areas of compliance and employee productivity servicing 174 schools and administrative locations
• Experience managing call center with annualized throughput over 25 million by developing priorities and work coordination through collaboration with Trades and Engineering departments Monitored and maintained quality control standards for customer service Served as district administrator for Maximo, produced key performance indicators and coordinated with all maintenance supervisors work plans and status of ongoing work Responsible for measuring service level targets, team and individual performance metrics Conducted customer satisfaction surveys and reported results to management and client Conducted regular site visits to buildings daily, routinely meeting with Facility Managers
• Experience managing call center with annualized throughput over 25 million by developing priorities and work coordination through collaboration with Trades and Engineering departments
• Acted as liaison between IBM Software Support Maximo and Physical Plant Operations Division

Confidential

Technology Integration Specialist

• Responsible for managing inventory and tracking of all equipment, i.e., teacher laptops, office and classroom computers
• Responsible for help desk support to teachers, administrators and district administration
• Managed Microsoft Share Point implementation project
• Served as administrator for technology certification program for staff, students, and parents
• Trained staff to integrate technology resources into lessons across the curriculum

Confidential

District Administrator for PLATO Web Learning Network

• Developed instructional program and plan of work for students
• Coordinated credit recovery program for high school student utilizing PLATO Learning Software
• Coordinated monthly meetings with technology department, administration and instructional staff
• Orientated new teachers regarding system implementation and integration
• Provided training for all staff, instructional and administrative
• Worked closely with vendor to resolve technical issues, responding to administrative requests

Confidential

Science Teacher

• Assessed student performance throughout the term
• Tutored students seeking additional guidance with course work
• Implemented portfolio grading system
• Organized cooperative learning activities
• Classrooms supervision and evaluate the students progression rates.

Confidential

Operations Bridge Technician

• Enrollment installation and configuration of software , development, and support administration and troubleshooting .
• Implemented and supported the applications and infrastructure used by the Operations Bridge command and control center for network and system operations in providing outsourcing solutions to Ford Visteon.
• Utilized the HP Open view IT/Operations family of products: ITO, Network Node Manager, Measure ware, Service Reporter

Technical Skills

• Four years of experience performing systems configuration of MAXIMO including Application Setup, Application Launching, Signature Security, Database Configuration, and Archiving.
• Five years experience with Windows XP, TCP/IP, Web and Network LAN based system including supporting a large greater than 100 end-user base.
• Experience managing, administering, supporting Web applications, Client Server and Stand Alone applications Proficiency with PageMaker, Filemaker Pro, Share Point and Microsoft Office including Word, PowerPoint, Excel and Project and Visio.
• Experience with troubleshooting and resolving complex software, hardware and networking issues.