Experiences
Oct 2022 - Now
Service Desk Coordinator at Harborstone Credit Union
Serve as the first point of contact for internal customers seeking technical assistance over the phone, by email, or through the ticketing system.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers and focus on “First Call Resolution.”
Walk internal customers through the problem-solving process.
Escalate unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services.
Record events, problems, and their resolution in the ticketing system.
Follow up and update internal customers on the status of open issues.
Identify and suggest possible improvements to enhance efficiency and provide a higher level of customer service to our internal customers.
Provide clear, concise, and timely communications to all staff for technology-related issues.
Act as a communication conduit between management and staff for various incidents and provide timely status updates for ongoing issues.
Provide backup and assistance to IAM SD Coordinator with access requests.
Jun 2021 - Sep 2022
Technical Sales Engineer - Intern at Careerist
Specialized in understanding all of the technical aspects of the
technical product and explained them to potential consumers.
Consulted on product development, explained product features to
customers during live demonstrations, and negotiated contract terms.
Helped clients to solve problems with product usage.
Communicated with the sales team to understand consumer demands and offered
sales support where necessary.
Apr 2020 - Jun 2020
Fulfillment Associate at Amazon
Played a strategic role in the Amazon goods and merchandise distribution process by improving warehouse operations.
Managed and assisted with the coordination of logistics, which involved monitoring the movement of inventory, keeping up-to-date and accurate records, and ensuring that inventories are well-organized and maintained.
Implemented and maintained a variety of relevant processing software and hardware used as aids in the process of examining and tracking inventory.
Liaised and worked collaboratively with delivery stakeholders to ensure that all the processes involved in the delivery of goods and merchandise were well-managed and efficient.
Stayed updated and current on relevant warehousing trends, while complying strictly with necessary safety regulations and guidelines.
Aug 2013 - Mar 2019
Senior Air Traffic Management Officer (Approach and Enroute Radar) at
Civil
Aviation Authority
Effectively communicated with pilots through speaking clearly,
enunciating properly, and actively listening to understand and be
understood.
Collaborated in development of safety management procedures.
Improved operations by working with team members and customers/pilots to
find workable solutions.
Implemented, and used, technical/software solutions to effectively solve
problems like finding lost aircraft during aircraft emergencies.
Provided information and advice to technical personnel regarding
equipment and facilities' degradation to ensure proper running and use
of the radar, weather equipment and communication gadgets.
Aug 2007 - Jul 2013
Air Traffic Management Officer (ADV and Approach Procedural) at Civil
Aviation Authority
Worked in an SMS team that came up with recommendations/solutions that
eased the work-load and related stress of air traffic control employees.
Prevented collisions/accidents between arriving, departing, and enroute
aircraft by abiding by, and using, recommended standards and procedures.
Achieved safe, reliable and efficient conduct of flights by issuing
clearances and providing information to pilots using effective
communication.
Increased efficiency, safety, and profitability of flights by expediting
and maintaining an orderly flow of air traffic.
Feb 2003 - Aug 2007
Mathematics and Chemistry Teacher at St. Lawrence Schools and Colleges
Determined students' strengths and areas of need by administering
standardized ability and achievement tests and interpreting the results.
Integrated technology into classroom settings to engage students and
diversify instruction.
