Established solutions with Jira for fraud and dispute mitigation software inquiries presented by financial institutions. Triaged bank/credit union issues with the business directly and dissected synchronization issues whilst protecting up to 150 million bank/credit union customers’ personal identifiable information (PII). Assigned five clients at a time and resolved client issues within a 48-hour time frame. Developed internal relationships with other team members from the Sales department and the Client Success department to provide optimal workflow. Created own standard operation procedure (SOP) guide to learn from and shared educational findings with team members and stakeholders. Reverse-engineered client issues by replicating the problem in a low-code development platform for business applications (Pega). Maintained 100% timeliness rating for customer response turnaround time (service level agreement) to mitigate clients’ financial loss. Provided status updates to management regularly regarding problem-solving progress and reported new findings for the company's future development.

Hāpara | Jun 2020 - Oct 2022

Customer Support Engineer

As a Customer Support Engineer, my main duties and responsibilities in my role include: To - Take responsibility and accountability for tickets that I respond to in Zendesk. Take responsibility for facilitating the first response to outages in Leadership and Engineering. Provide insight/knowledge gathering from and to the Product team on new feedback requests, issues, and questions/concerns. Collaborate with team members to resolve tickets from customers in a timely and educational manner. Assist with Senior Support and Implementation with data-loading cases and archiving.

UIC Pre-professional Student Organization - United Business

N/A

Leaders | Oct 2018 - Dec 2019

Student Org. President

United Business Leaders is a student organization that was founded by several students and staff members, including I, at University of Illinois at Chicago within the College of Business on October 2018. We are a support organization for young men and women who want to develop themselves professionally. Our goal is to give back to the community and nourish students into becoming future business leaders through personal and professional development. I am responsible for managing the student organization to the best of my ability through good communication, collaboration, leadership and handwork. We strive to focus on diversity since we are an initiative for underrepresented groups of students. We want to bridge the gap in today's industry! The biggest challenges is not how but what will we do to ensure a better future for young students at the University of Illinois at Chicago!

University of Illinois Chicago | Dec 2017 - Dec 2019

Client Support Specialist/Technician

Provided hands-on support to all UIC students and staff, troubleshooting technical issues related to software and devices at ‘ACCC’(Academic Computing and Communications Center) Helpdesk locations at the Library(s) and other important buildings. Documented over 100 support interactions, ensuring that all cases were properly logged and tracked into our ticketing system for management to supervise, and serviced any member of UIC including guest visitors. Operated between five + different C-Stop (helpdesk) locations around the University of Illinois Chicago West and East Campus. Performed maintenance of printers at every C-Stop (Helpdesk) location on the West & East Campus of UIC by re-filling the paper, and ink and troubleshooting any errors.

Blue Cross Blue Shield Association | May 2019 - Aug 2019

Asset Management Intern

Conducted eight projects using Microsoft Excel and ServiceNow (Cloud-Based IT Service Management) to make numerous enhancements to thousands of asset management records. Facilitated professional presentations about internship accomplishments to Blue Cross Blue Shield Association senior leadership executives. Participated in Community Impact Day 2019 with other BCBSA (Blue Cross Blue Shield Association) employees and interns where we chaperoned activities for the children at the Lake View YMCA. Organized 100+ IT Department inventory (laptops, monitors, ink, printers, etc.) and assisted with the process for appropriate disposal under supervision from the manager.

2nd Ward Alderman Brian Hopkins - Service Office | Dec 2017 - Jan 2018

Volunteer Intern

Committed to legislative research on ordinances for the 2nd Ward’s Office of Chicago, IL using Microsoft Excel. Provided constituents customer service and regulated telecom with the office’s Staff by answering phone calls and taking care of constituents at the front desk.

Mariano's | Jun 2017 - Nov 2017

Cashier

Provided exceptional customer service by wearing formal dress attire (white collar button-down shirt with black slacks, dress shoes, and tie) and by fostering positive attitudes and clear communication with our customers. Demonstrated as a great asset to the front end by greeting over 100 customers daily who passed by during my shift with a smile and optimism and received positive feedback from the customers. Adapted quickly to perform my duties within the first month of joining the team. Managed over $1000 weekly in my register, operating both cash and electronic payments to Mariano’s New City Shopping Plaza customers.

Tony's Finer Foods/Fresh Market | Jan 2016 - Jan 2017

Cashier

Serviced over 1000+ customers throughout the year including the holidays to the Logan Square neighborhood constituents. Maintained accountability of the designated cash register by recounting the money at the end of our shift. Memorized hundreds of produce codes that require manual input to process produce transactions for the customers. Organized 100+ overstock items back to their designated aisle and shelf daily during downtime or at the end of our shift. Provided rapid care and service to customers’ bagging post transaction and pivoted to other cashiers who needed a hand with bagging. Developed meaningful connections and social bonds with both coworkers and customers to improve the quality of the work environment.

GameStop | Sep 2015 - Dec 2015

Sales Floor Team Member

the sales floor, while multi-tasking with customer engagement and performing register transactions. Maintained sanitary standards by vacuuming the sales floor and wiping surfaces at the end of every shift. Delivered Customer satisfaction to an average of 15 customers per shift by using communication and listening skills. Educated myself with the latest gaming industry news to provide a better customer experience for our customers.

My Education

Take a look at my formal education

Minor, EconomicsUniversity of Illinois at Chicago | 2019

Bachelor's degree, Mathematics and Computer ScienceUniversity of Illinois at Chicago | 2019

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