I Am

Miami Dade College Miami, FL.

Vocational Certificate, Graphic Design, 01/2004

Hands-on training in the areas of visual communication, layout, typography, and design principles, often professional projects including creating logos and business cards, flyers, brochures, pamphlets and signage.

Computer Learning Center Washington, DC

A+ Certification 01/1999

Hardware, networking, operating systems (including Windows, Linux, and macOS), mobile devices, and security, with an emphasis on troubleshooting, installation, configuration, and preventative maintenance. Courses also teach soft skills like customer service and professional communication

Byte Back Digital Literacy Nonprofit Washington, DC

Intern Program 06/1999

The program included both classroom learning and hands-on work experience. In exchange for their studies, interns served the organization in various capacities, including as technical support staff, substitute teachers, and office assistants.

Certifications

I am still currently working on earning additional certifications to further my skills in WordPress & Frontend Development.

• WordPress Installing and Running (Linkedin Learning) 05/2021
• WordPress Build a free website (Coursera) 03/2025
• Getting Started with Data Analytics on AWS (Coursera) 08/2025
• Introduction to Front-End Development from Meta (Coursera) 10/2025
• WordPress Essential Training (Linkedin Learning) 10/2025
• Learning Git and GitHub (Linkedin Learning) 10/2025
• Making Sense of the CSS Box Model (Linkedin Learning) 11/2025
• HTML Essential Training (Linkedin Learning) 12/2025
• WordPress Accessibility (Linkedin Learning) 03/2026

Sr. SAS Help Desk Representative
(05​/​2017 - Present) - State Street Bank Corp.

• Contractor from December 2016 to May 2017, working remotely fulltime since 2018.
• Run weekend SAS operations. Notified upper management of major incidents.
• Platform Support: Managed user access and availability for over 50 enterprise and web-based applications.
• Cross-Functional Collaboration: Partnered with senior management in an Agile-aligned environment to resolve complex technical incidents.
• Technical Documentation: Authored comprehensive knowledge base articles, documenting technical processes and system logic for team use.
• Incident Management: Resolved 20–50 high-priority support requests daily while maintaining top-tier user satisfaction.

Technical Support Analyst / Help Desk
(06​/​2015 - 03​/​2016) - Insight Global / Assurant Solutions

• Resolved software and hardware issues via remote access tools (Bomgar, BigFix), ensuring minimal downtime for critical systems.
• Utilized Active Directory and multiple databases, gaining experience with the backend structures that power frontend interfaces.

Technical Support / Help Desk Specialist
(11​/​2012 - 04​/​2015) - H&R Block

• Member of the franchise office setup team.
• Assisted with advanced server setup and migration for 12,000 retail offices, gaining deep insight into network environments and data deployment.
• Provided end-user system training, translating complex technical concepts into actionable information for non-technical users.
• Collaborated with upper-level teams to resolve recurring system bottlenecks and optimize platform performance.