Organized project implementation resources and leveraged expertise to assist in onboarding over 60 clients. Evaluated and defined internal and customer needs, implementing processes to address customer relationships via quarterly business reviews and written reports. Provided live online customer support to parents and staff via RingCentral phone support and Zendesk Collaborated and provided internal support for Developers and Sales teams with database administration and project management via MSSQL, Slack, Monday, Basecamp, ZOHO & Hubspot. Trained new Implementation/Customer Success members.

SDI Media | Jun 2015 - Oct 2019

Senior Application Support Specialist

Provided 24/7 support for web- and client-based applications, file, and data feeds, and batch processes to prevent impact on business. Provided front and back-end support (SQL) to SDI's Finance and Operations teams working with the BPM system for orders, scheduling, and invoicing, which resulted in improved profit margins. Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance. Provided training to end users on new and updated systems, software, and best practices for security and file management. Managed onboarding of employees, overseeing hiring, training, and professional growth of new global support staff hires in Los Angeles, Mexico City, Warsaw, and Manila.

SDI Media | Jan 2009 - Jan 2015

Archivist/Special Projects Lead

Created a new archiving program with in-house tool developers. Increased archiving production workflows by 400%. Cleared a year-long backlog of deliverables. Coordinated special projects that fell outside normal workflows allowing Tech Services, Multimedia, & Corporate departments to collaborate. Oversaw operations and provided corrective feedback to achieve daily and long-term goals.

My Education

Take a look at my formal education

MFA, ScreenwritingUniversity of Southern California | 2007

BS, Film ProductionBoston University | 1991

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