Energetic and adaptable professional with over 12 years of experience in training, strategic planning, organization and providing comprehensive support to company leaders. Task-oriented with ability to meet long-term goals through daily organization and perseverance. Dedicated to excellent customer service, client satisfaction and team communication. In current role as Software Analyst for Alcoa, have purchased over 3 million dollars in software licensing and exceeded Service Level Agreement of 95% with 97% task completion rate for the past 2.5 years. Furthermore, as a Remote Assistant Director of Readmissions for The Art Institutes, successfully re-enrolled 2,708 students and exceeded all yearly goals for seven years. Also, spearheaded a Readmissions application process project that decreased processing time for campus staff by 80% and improved student re-start rate from 25% to 85%. Soft Skills Energetic attitude & customer focused Public speaking and technical writing. Problem solving & analytical skills Attention to detail & advance research skills Driven to identify process & system improvements Multi-tasking while keeping in mind changing priorities Time-management & administrative skills Passionate about learning new tasks and concepts Thrives in face-paced environments Enjoys working independently or in team environments Event planning & organization Change management strategies
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- Lead daily management and analysis across physical assets (computers, mobile devices, servers etc) and software licenses for Alcoa Corporations 14,000+ employees in 15 different countries.
- Primary role is to facilitate compliant software license lifecycles and document processes for streamlining and training purposes.
- Triage all incoming software issues and requests that come to Alcoa’s Global Central Services Software (CSS) Team.
- Requests are received through various methods – such as Remedy (ticketing system), direct emails, shared email accounts, phone calls and in-person inquiries.
- Must maintain at a high SLA (Service Level Agreement) of 95% for incoming software ticket requests (over 5,000 tickets per year).
- Communication and Software Asset Management.
- Collaborate and lead communications with vendors, staff, technical teams and varying levels of management throughout several worldwide business units.
- Create, improve and maintain documentation for several information systems, platforms and compliance procedures and processes.
- Allocate and maintain licensing through various administrate portals (Examples: Microsoft, Autodesk, Adobe).
- Track and report status updates across Alcoa’s 4 different database systems and Remedy ticketing system.
- Conduct exit analysis for end-of-lease computers and indicate to Alcoa’s hardware team which software may be installed on the replacement computer.
- Identify and correct global license deficits and unauthorized software installations for physical assets and prepare for audits.
- Achievements:.
- Exceeded SLA with 97% task completion rate for the past 2.5 years.
- Purchased over 3 million dollars in software licensing.
- Remotely managed the Readmission and Transfer Student departments for up to 12 different Art Institute campuses throughout the United States.
- Responsible for recruiting qualified applicants for readmission to the college in accordance with each states guidelines.
- Provided academic and financial advising support by phone and email for withdrawn students, registration and assistance with overcoming issues and tasks for any student from re-enrollment to graduation.
- Successfully re-enrolled 2,708 students and exceeded all yearly goals 7 years in a row.
- Communication and Management.
- Collaborated with campus presidents and delegated tasks to staff members in Finance, Academics, Admissions and Housing to ensure student files were processed accurately and timely.
- Conducted readmissions interviews, to evaluate student’s academic performance, financial status and emotional state.
- Coordinated and led weekly conference calls with campus presidents and department leaders at each campus in order to maintain communication, discuss potential students, next steps and current student issues.
- Created and delivered weekly production and quality assurance data reports for campus leadership and executives.
- Implemented administrative duties such as preparing letters for campus-wide mailings and email blasts.
- Arranged conference calls, Readmissions events and scheduled on-campus meetings.
- Obtained confidential information and reviewed travel arrangements for visiting students who were relocating or transferring to each campus.
- Training & Initiatives.
- New ADR Trainer – Trained all new Assistant Director of Readmissions, for both remote and on-ground hires.
- New Employee Trainer – Introduced new on-campus staff to the Readmissions/Transfer process for transparency.
- Corporate Returning Student Application Trainer – All Departments.
- Spearheaded the utilization of 5 different software programs (CampusVue, Microsoft CRM, Digital Application, Star Portal and ImageNow) to improve Readmission application processes at 36 Art Institute locations.
- Independently cross-trained with all involved departments, to understand the full lifecycle and problem solve issues.
- Created documentation, workflow grids, and visual “how to” cheat sheets to assist ADRs and other departments to accelerate the streamlining of process adoption.
- Improved application processing by 80% and student start rate from 25% to 85%.
- Collaborated with IT analysts to create a Readmissions SQL Query that improve reporting and time management for ADRs by 40% and the report was implemented nationwide in 2015.
- Responsible for recruiting qualified applicants for admission to the college in accordance with state and federal regulations.
- Educated prospective students in person and over the phone about The Art Institutes and supplied realistic expectations for their intended career path.
- Guided qualified students through the full lifecycle of new enrollment and matriculation.
- Accountable for time management and inquiry resources to generate interest.
- Conducted high quantity of phone calls to contacts to secure appointments and interview activities, also to follow-up with unresolved interviewees and future class applicants.
- Training & Initiatives.
- New Student Events Committee.
- New Hire Trainer - CARS Trainer and member of CARS Corporate Training Committee.
- Industrial Design, Game Art, Visual Effects and Culinary presenter and tour leader at events.
- Managed Student Ambassador Program and trained Student Ambassadors for events Achievements:.
- 2011/2012 Year End Goals- 52 on a plan of 50 (104%).
- Received Thisisai.com award for having the best increased registration rate of 664% from Oct-Dec 2012.
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School Attended
- Indiana University of Pennsylvania
Job Titles Held:
- Software Analyst – Project Coordinator (Contractor)
- Remote Assistant Director of Readmissions – Trainer | Team Lead
- Assistant Director of Admissions – New Hire Trainer | Student Ambassador Organizer
Degrees
- Bachelors of Arts
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