DR

Aspire to Inspire 

About Me

Hey there, I'm Dee! After surviving two bone-chilling Midwestern winters, I've earned my stripes as an official Chicago native. I wear multiple hats as a dedicated IT Professional and Customer Success enthusiast.

My journey has taken a unique twist, mixing my background in the performing arts and writing with my technical prowess. It's been nothing short of transformative, blending the creativity of the stage with the analytical power of coding. I envision a world where technology acts as a stage for enhanced organization and boundless imagination.

When I'm not fixing bugs, you'll find me immersed in passionate arguments over Anime arcs and taking leisurely strolls with my cat, an excellent walking partner!

Dee
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Satisfied Clients

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Projects completed

+

years of experience

Skills

Web
CSS
HTML5
JavaScript
Customer Service
IT Operations
Git
MS Office
OS Systems
CRM
TCP/IP
Slack

Experience

  • Information Technology Technical Specialist @Honest Networks

    2024-Present | (Remote)

    Managed a portfolio of 500+ active client accounts, achieving a 95% on-time completion rate for network infrastructure deployments. This streamlined project execution and increased client satisfaction by 40%. Developed a proactive customer support strategy, achieving a 95% resolution rate for customer inquiries within 24 hours. This led to a 20% increase in customer loyalty and retention. Established a comprehensive knowledge base through documented troubleshooting processes and solutions. This empowered clients to self-serve and reduced support ticket volumes by 30%, improving overall support team efficiency by 50%. Reduced network downtime by 25% through proactive network health monitoring and preventive maintenance. This directly contributed to a 20% increase in client productivity and satisfaction. Cultivated a culture of continuous learning within the team, facilitating participation in 10+ training sessions. This resulted in a 20% overall improvement in the team's technical expertise and a 15% increase in client satisfaction scores.

  • Full Stack Software Engineer @100Devs

    2022-2023 | Chicago, IL (Remote)

    Led cross-functional teams in developing applications and tools that streamlined user decision-making processes, boosting user efficiency and productivity by 40%. Delivered robust and dynamic software solutions using the MERN stack, resulting in a 50% reduction in user errors and a 30% improvement in overall system performance. Partnered with over 100 enterprises to establish a strong online presence and enhance their digital brand identity. This strategy led to a 100% increase in website traffic and a 50% growth in online sales conversions.

  • Customer Success Manager/Technical Support Specialist @Marquette University

    2017-2021 | Milwaukee, WI (Hybrid)

    Spearheaded technical support for a vibrant academic community exceeding 1,500 students, faculty, and staff. Resolved 98% of hardware/software issues on the first attempt, minimizing downtime and ensuring uninterrupted access to critical learning resources. This resulted in a 25% decrease in support ticket volume within a year, showcasing the effectiveness of proactive troubleshooting and user empowerment. Developed and implemented a comprehensive, user-friendly knowledge base strategy for a community surpassing 1,000 users. This initiative empowered users with self-service capabilities, leading to a 35% faster retrieval of information and a 20% reduction in update time for support staff. This translated to a 15% increase in overall user satisfaction with IT services. Championed a collaborative approach to technical support, fostering strong relationships with departmental IT liaisons across various academic departments. This streamlined communication and issue resolution, resulting in a 90% reduction in escalated technical support tickets within two years.

Education

  • Bachelor Of Communications and Media

    2017-2021 | Marquette University

    Fostering creativity and visual communication skills is invaluable for designing user-friendly interfaces and creating engaging multimedia content in the digital world, complemented by proficiency in technical writing and creative flow.

  • Bachelor Of Arts - Sociology

    2017-2021 | Marquette University

    Deep understanding of human behavior and societal dynamics, crucial for designing technology that aligns with ethical and social considerations.

Certifications

  • Google IT Support Specialist

    2023 | Google

    A program that equips learners with essential skills in troubleshooting, customer support, and system administration, making them adept at resolving technical issues and providing top-notch user support.