I would like to find employment in an academic or private sector setting which would utilize my information technology knowledge as well as my customer service skills. My long range plans include graduate school, with teaching as my final goal.

Post-baccalaureate education, UMBC
Current classes: JavaScript, Software and Hardware Concepts

B.A., Sociology, minor in Biology, UMBC, 1999
GPA: 3.11, GPA in major: 3.68
Coursework included: statistics, advanced chemistry, advanced biology, expository writing, French, Wolof

Graduate Record Examinations (GREs):
   Verbal: 690
   Quantitative: 760
   Analytical: 640

• Proficient in Windows (95/98/ME/2000/XP), Macintosh (OS 8.3-X) and Unix environments
• Extensive knowledge of Microsoft Office 97/2000/XP, SPSS, HP/Reflections, Visio, Remedy, PeopleSoft, PhotoShop, Illustrator, PageMaker, Dreamweaver, FrontPage
• Extensive web authoring, web editing, and web design skills
• Impeccable technical troubleshooting skills, both deskside and over the phone
• Excellent written and oral communication skills
• Extensive knowledge of medical and dental terminology
• Ability to work independently or as part of a team
• Ability to prioritize and delegate responsibility
• Ability to work in a high-stress, high-intensity environment
• Very good interpersonal and managerial skills

Help Desk Employee of the Month, October 2002
President's Scholarship, UMBC, 1995-1996
Maryland Delegate's Scholarship, 1995-1999
National Merit Scholarship Commended Student, 1994

7/01-present: IT Support Specialist/HelpDesk Assistant Manager
UMBC Office of Information Technology Help Desk
Web Content Editor, FAQ Content Editor, design and author technical documentation, conduct testing for Windows 2000 Lab Image, act as Remedy Work Flow Manager, act as liaison to LAN/Desktop Support, manage student consultants in absence of Help Desk Manager, conduct hiring and recruiting, process timesheets, all duties of Consultant II as listed below.

2/01-7/01: Consultant I, II
UMBC Office of Information Technology Help Desk
Assist students and faculty with computer related difficulties over the phone and on a walk-in basis, ensure a lab environment which is conducive to educational pursuits, provide routine checks and maintenance on lab computers, create on-site and off-site consulting appointments and provide consultants with accurate and complete Remedy tickets for these appointments.

5/00-11/00: Medical absence

11/99-5/00: Office Assistant IV/Office Manager
UNC Hospital, Departments of Cardiology and Pediatrics
Responsible for office containing multiple computers, maintained web pages, created and disseminated important documents, created presentations for doctors and nurses using PowerPoint, Corel, and MS Word, prepared pharmaceutical supply forms for physicians, scheduled meetings and conferences for physicians and staff, answered and directed calls to the proper offices.

6/99-11/99: Full-time caregiver for son

Summer 1995, 1996; Winter 1995-1998: Dental Assistant/Office Assistant
Wilfred J. St. Cyr, DDS
Assisted the doctor with procedures, developed x-rays, poured impressions and made custom impression trays, repaired and refurbished partials, bridges, and dentures, cleaned and sterilized all dental instruments, assisted with billing and filing insurance claims, made appointments for patients, assisted in travel planning and conference scheduling for the doctor, worked to foster satisfying patient experiences.

References and portfolio available upon request