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Experience
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Co-Owner / IT Operator / Program Manager
2008-current Veronique’s Closet Resale, Online/ Virtual
- Liaison to distributors, manufacturers, retailers, and wholesalers
- Responsible for developing and overseeing multiple projects directed towards fulfilling strategic business and organizational goals
- Recruit, hire, and train all onsite and online employees through Gmail and Skype
- Create and update training databases for capturing all company changes
- Assist in development of business website; responsible for maintenance and troubleshooting
- Budget management; rectify any discrepancies
- Successfully implemented launch of international sales campaign boosting sales by 10%; working directly with executive management
- Effectively merged two stores enhancing sales and productivity by 6%
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IT/ Records Inspector/Trainer
2006-2007 Iron Mountain, Collegeville, PA
- Analyzed symptoms and defined solutions to customer’s technical problems through email
- Provided over-the-phone technical support to customers to evaluate issues and assist in downloading .pst files, network backups, and PC/ network restores
- Installed, uninstalled, tested, configured, and maintained PC and network backup software
- Interviewed, obtained, and tracked customer information in order to prepare factual reports for management; increasing efficiency in providing service to customers
- Promoted to on-floor trainer within 2 months of hire
- Created training manuals and educated new and existing employees on backups, restores, and installs of vaults and servers increasing productivity and reducing customer complaints
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Executive Management: IT, Operations, Training
2002-2006 KSS Computers, Houston, TX
- Remotely managed technicians ensuring maintenance of company standards and security
- Effectively interviewed, hired, trained, scheduled, directed, and evaluated team members, with a strong focus on the delivery of quality customer service
- Traveled to on-site customer locations to evaluate, manage and maintain PCs, printers, wired/wireless networks, and software; eliminating potential vulnerabilities
- Trained client managers and employees on PC, printers, and computer software systems through oral and written communication resulting in the retention of top paying buyers
- Counseled management and personnel to improve problem-solving and decision-making throughout the company; building morale and employee retention
- Maintained programs, policies, and procedures and ensured success of ongoing project(s)
- Retained liaison with distributors, wholesalers, and retailers resulting in continued cost reduction for the company
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Level 2 Technical Support Representative/ Trainer
2004-2006 Retriever Payment Systems, Houston, TX
- Conducted inbound/ outbound technical support calls to high end customers; ensuring and building retention by 15%
- Prepared concise reports of all incidents and resolutions
- Promoted to tier two technical representative and trainer within 6 months of hire
- Implemented training courses for employees; speeding profitability and maintaining security standards
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Education
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Keller Graduate School of Management, Houston, TX
2011-present
- Pursuing Masters in Public Administration
- Minor in Healthcare Management
Keller Graduate School of Management, Houston, TX
2008-2010
- Masters in Information Systems
- Minor in Project Management
Devry University, Houston, TX
2007-2008
- Bachelors of Science in Technical Management
North Harris Community College, Houston, TX
2004-2006
- Associates in Computer Application Support Specialization
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Qualifications
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Staffing / Personnel Training
Administration/Operations/Finance
Customer Service
Business Development
Quality Assurance
Distribution
Photoshop
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Project Planning and Execution
Team Building/ Supervision
Inventory Control
Technical Service
Strategic Planning
Personnel Motivation Programs
Microsoft Office 2003/XP/2007
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