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
833+

Satisfied Clients

65+

Projects completed

+

years of experience

Skills

Web
Data Reporting
IT Networking
JavaScript
Customer Service
IT Operations
System Admin
MS Office
OS Systems
CRM
TCP/IP
Project Management

Experience

  • Information Technology Technical Specialist @Honest Networks

    2024-Present | (Remote)

    Managed a portfolio of 500+ active client accounts, overseeing end-to-end network infrastructure deployments with a 95% on-time completion rate. Introduced a proactive customer support strategy that resolved 95% of inquiries within 24 hours, leading to a 20% boost in client retention. Reduced network downtime by 25% through continuous health monitoring and preventive maintenance, directly improving client productivity. Authored a comprehensive knowledge base, empowering clients to self-serve and cutting support tickets by 30%. This improved overall team efficiency by 50%. Fostered a culture of continuous learning by organizing 10+ technical training sessions, which enhanced team expertise and drove a 15% rise in client satisfaction scores.

  • Full Stack Software Engineer @100Devs

    2022-2023 | Chicago, IL (Remote)

    Led cross-functional teams to design and launch applications that simplified decision-making and significantly enhanced user efficiency. By leveraging the MERN stack, delivered scalable software solutions that reduced user errors by half and improved system performance by 30%. Collaborated with over 100 enterprises to elevate their digital presence, doubling website traffic and driving a 50% increase in online sales conversions.

  • Customer Success Manager/Technical Support Specialist @Marquette University

    2017-2021 | Milwaukee, WI (Hybrid)

    Provided technical support for an academic community of over 1,500 students, faculty, and staff, resolving over 95% of hardware and software issues on first contact—minimizing downtime and ensuring consistent access to learning resources. This proactive approach contributed to a 20% reduction in support ticket volume within a year. Developed and implemented a user-friendly knowledge base for 1,000+ users, improving information retrieval speed by around 30% and easing the workload for support staff, which boosted overall user satisfaction. Collaborated closely with departmental IT liaisons to streamline communication and issue resolution, leading to an 80% decrease in escalated support tickets over 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.