FreshDirect

IT Service Desk Support Analyst

NPower (nonprofit)

Assisted Director and CEO in managing and launching national/international information technology workforce development programs for underserved communities in NYC (Harlem) Dallas, San Francisco, and Toronto. Assisted Director in overseeing TSC information technology curriculum revisions, including continually evaluating what knowledge/skills are needed by junior technologists at nonprofits/corporations and benchmarking other programs.

Senior Program Manager, Technology Service Corps

Oversaw the coordination and administration of all aspects of the program including
planning, information technology support, organizing, staffing, leading, and controlling
program activities. Created processes, policies and positions necessary to meet and
exceed 80% program retention, employment, graduation, and alumni continuing education
goals. Provided oversight and security of technology for TSC training rooms (security for
laptops, servers, other components under the TSC domain).  Handled the TSC computer hardware/software donation process in conjunction with NPower’s Community Relations
department (tested, documented, deployed, and provided appropriate follow up for all
donations received).

Program Manager, Technology Service Corps

Supported Program Manager at NPower's former Midtown Manhattan office, and later its additional site in the new Downtown Brooklyn office supervising as well as assisting with spearheading the initial expansion of NPower Technology Service Corps' Program. Supervised the Brooklyn office, TSC team, and students. Performed administrative duties related to planning, directing and coordinating both the academic and operational activities of the program. Provided internal and external help desk support for the TSC program. Provided maintenance and created documentation of TSC’s IT infrastructure (servers, printers, data security systems, email etc.). Maintained technical library: software library (CDs & licenses) and hardware library: inventory of equipment (serial number, lab materials, IP addresses, etc.).

Program Coordinator, Technology Service Corps

Assisted Program Associate and Network Administrator at NPower's former Midtown location in various program and information technology support functions related to student guidance/development, coordination of learning/development activities, and the general functioning of the TSC learning site. Managed information technology procurement for the organization (included software, hardware, consulting services, and support or maintenance services). Maintained TSC web site and database. Provided configuration and systems maintenance for TSC training rooms (laptops, servers, other components under the TSC domain). Provided direct support, including Windows/Office desktop and network support, telecommunications support and troubleshooting to end users in the office as well as NPower clients. Handled problem recognition, research, resolution and follow-up for support calls within the office. Assisted in training staff members, TSC students, and NPower NY clients to help them build their technical skills.

Program/Information Technology Assistant, Technology Service Corps

An efficient goal-oriented thought leader with 15+ years’ experience in providing workforce development and information technology services to non-profit organizations as well as corporations in diverse communities with limited financial support systems. Exceptional experience in spearheading, developing and implementing strategic partnerships as well as programs to effectively achieve programmatic goals.

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