Education and Training

Bachelor of Arts in Behavioral Science Messiah College 1990

Master of Science in Education in Instructional Technology – Northern Illinois University, Dekalb IL 

Microsoft Certified Systems Administrator Windows 2000 / Microsoft Certified Professional Windows XP

Financial Planning Qualified Paraplanner Designee 

Northwestern University Financial Planning Certificate Program (studying for the test)***

Northwestern University Fintech/Python Bootcamp

Great Learning Cloud Computing AWS program 

PYTHON, Windows POWERSHELL, SQL, AWS, AZURE,  ACT!, N-Able Network Monitoring, Microsoft Office: Word Expert, Powerpoint Expert, Excel, Access, Outlook. Windows 2000-XP, Mac OSX, PVCS, Ultrasoft, Cisco VPN Client, various mainframe applications, Final Draft, Morningstar Principia Pro and various Morningstar website tools, web-based creation of online classes, WORDPRESS, ANACONDA, Colab, Solidity, Pandas, Numpy, and other libraries, Amazon Web Services

OPTICS PLANET-11/2021-11/2022

Customer Service Agent 

• Resolved customer issues regarding ordering  and shipping process
• Mastered company policies and regulations regarding customer procedures and sale of firearms 
• Professionally communicated ideas for training and procedure improvements

ALEXANDER IDEAS - 1/1/2014-PRESENT

MENOFVALUE.COM

CEO/CFO

• Developed advertising and  organizational materials for menofvalue.com
• Evaluated, hired and coordinated  writers regarding content 
• Created business  plan, budget, job descriptions, and content
• Managed budget of over 100K 

IPA/SMS/ABS– Buffalo Grove- 08/2007-10/2010 & 08/2017-12/01/2017 

Business Coordinator

Networked with small-mid-size business owners in Illinois and Wisconsin and Iowa in an effort to sell them business consulting services. 

· Created record number of appointments for field sales reps - Top 25 

· Mastered company policies and procedures and memorized list of company services 

· Worked with internal consultants on issues of employee retention 

CORVUS JANITORIAL SERVICES—Chicago IL- 2/10/2012-8/2012

Inside Sales Representative

Selling janitorial services to businesses in Chicago and St. Louis areas  

• Coordinating schedules of Field Sales Representatives
• Presenting methods of record management 
• Achieved and exceeded monthly sales and proposal generation goals 

McGraw-Hill (Apple One) – Burr Ridge  12/2009-6/2010

Technical Customer Support 

Provided phone support for instructors and students regarding McGraw-Hill websites / software products 

• Provided resolutions for 20-30 issues per night, both via email and via phone
• Created issue resolution email templates for customers, used by other technical support representatives
• Mastered seven different  McGraw-Hill products in short amount of time and provided support on them
• Provided training to other technical support representatives on various tools 
• Utilized Salesforce.com and Remedy tracking systems

ABBOTT LABORATORIES -- Lake Bluff, Illinois -3/06 to 5/2007

Technical Support Representative

Provided technical and service support to customers in a customer-service focused environment. Tracked customer calls and scheduled users for 2nd level support via Remedy support tool. 

Temporary assignment extended for 2 months. 

• Supported 35,000+ customers / Took 30-75 calls per day 
• Transferred users / mastered escalation procedures / mastered routing protocols 
• Handled customer requests for: software/hardware installs, contacting 2nd level techs, and level 1 computer hardware troubleshooting
• Reported potential  company-wide systems issues to upper management

ANOBI TECHNOLOGIES – Chicago, Illinois -11/2004 to 09/2005 

Collaborated with Client Services Manager to create strategic plans to enhance customer satisfaction. Provided employees with tools to maintain and increase service levels to both internal and external customers. Gathered, analyzed, and reported daily/weekly/monthly service statistics. 

· Created used marketing and advertising materials for anobi 

· Maintained and enhanced customer relations 

· 50+ clients \ 7-10 calls a day: Level 1 Support and sent remote engineers to sites

· Served as Software Administrator for ACT! sales system/network monitoring software

• Designed/Wrote/implemented      policies, processes, and procedures for new HD role

MORNINGSTAR INC. – Chicago, Illinois - 8/1999 to 7/2004

As Technical Support Representative, dealt directly with customers, helping them with technical and software usage issues, company complaints, and account problems. 

· Independently resolved Morningstar cd-rom application \ Morningstar website \ and software integration issues via phone 

· Tested to zero-defect release: monthly releases of cd-rom apps and web-based applications  

· Utilized customer-tracking system to record software defects and customer issues to create better training \ and identify trends

· Created / Updated test plans for new applications and new features 

· 30,000 clients \ 30-50 calls a day: Level 1 and 2 Support

·  

WALGREENS CO.

Training Specialist, Performance Development Dept., Deerfield IL  -11/96-4/30/99

· Served as sole technical support person to Help Center for CBT

· Developed expertise in pharmacy/store functions

· Coded updates to program and prototypes in Authorware 2.0-4.0 2x

· Trained team members on Authorware programming

· Communicated solutions to stores in written and oral forms 

· Created measure for tracking of training costs 

· Created troubleshooting/researching/problem-solving networks 

· Created job aids/documentation for Help Center/store personnel