• Dynamic Leader who offers a background in Business Management, Team Building / Training, and Customer / Client Services; contributes talent in Technical Support Operations, IT Troubleshooting, Configurations / Installations, and Multi-Process Optimization; and exhibits an ability to translate complex ideas into easy and understandable formats.
• Top Performer who makes decisions to reflect positively on operations in alignment with a company s vision, value, and goals to attain a significant competitive advantage, and rises above challenges to drive winning outcomes.
• Excellent Communicator who builds solid relationships with management, business / operations teams, and customers.

  Successfully saved customers $50,000+ annually in taxes and support across 100+ clients of Virtuous Ones.

  Personally achieved ranking in the Top 3 locations out of 10 regional sites as Store Manager of MFC Wireless / Verizon Wireless, including attaining the highest sales growth monthly as a recognized regional model store.

  Strategically introduced valuable new products and achieved maximum profits as a Store Manager for TCS, Inc.

  Improved Verizon / Ryla productivity by designing and implementing new business forms per policies / procedures.

  Capitalize on the opportunity to lead forward-thinking administrative, technical, and tax support for clients within this growth-oriented company, including proactively setting up new work-at-home businesses, coordinating social media for businesses, and designing flyers and business cards, as well as assisting with resolving computer issues.

• Effectively supported a high-volume customer base with payment processes, as well as providing prompt phone transfers and training efforts in coordination with the successful utilization and application of BlackBerry software.

• Directed all store operations, including efficiently handling all sales reporting, budgeting, accounting, and vendor relations, as well as recruiting, training, and managing staff; handling inventory; and facilitating merchandising.

• Managed top candidates while developing training to optimize performance and formulating strategic business decisions based on regular sales summaries, along with developing operational initiatives and promotional events.

• Led a 45-member team within a call center, including supporting the recruitment of 100+ employees, effectively scheduling agents, providing coaching to enhance individual performance, and providing support on telephony systems.

• Optimized technical processes by providing support for clinical and business applications, including monitoring IS Help email / voicemail, pulling tickets, and resourcefully assigning required work to complete critical troubleshooting goals.
• Configured and installed connectivity software utilizing VPN, Citrix, and Telnet connections, along with providing desktop imaging for restoring Microsoft desktop applications and training staff and customers in troubleshooting.

• Drafted and delivered innovative elementary-level technology lesson plans, including setting up, maintaining, and troubleshooting computer lab technical problems, as well as supervising student activities on school networks.
• Provided comprehensive typing, email, instant messaging, and internet research for students, along with setting up essential files, performing print sharing as required, and troubleshooting all email and network connectivity issues.

MCSE Windows 2003 ￨ MCP Certified ￨ XP Desktop Administrator ￨ Dell Certified New Horizons Computer Center

Extensive Undergraduate Information Technology Studies Clayton State University

Microsoft Office ￨ Intuit QuickBooks ￨ VPN ￨ ProSeries ￨ TeamViewer ￨ Turbo Tax ￨ Adobe Photoshop / Reader ￨ Citrix ￨ Telnet