Business & IT Manager

Michelle M. Saito

*** ******** ****** • Honolulu, HI 96825 • 408-***-**** • ***********@*****.***

SUMMARY

Innovative and accomplished professional with extensive Customer Support Management, training, project coordination, and administrative management experience looking to obtain a rewarding career opportunity with a progressive and dynamic company or organization. Demonstrated ability to leverage prior experience to adapt and acquire skills to accomplish tasks.

Applications/software used include Jira, VA PARS, GitHub, Confluence, Grafana, Tableau, Cerberus, ServiceNow, Citrix, MS Office Suite, Salesforce, Canva, Zoom, Rallybound, Whova and Zendesk.

PROFESSIONAL EXPERIENCE

Honolulu, HI 2022-Present

National Kidney Foundation of Hawaii (NKFH)

IT & Business Manager

This is a small, non-profit organization with a very large mission. Although my position is primarily inward facing, I support the entire office wherever and whenever needed to further our reach into the community and serve our mission.

Report directly to Vice President of Finance and Operations to maintain office technology, research and source hardware and software tools to improve efficiency and data security of all departments.

Work with other departments to plan and implement community outreach programs.

Organizer of 2024 Hawaii Kidney Walk.

Create training materials for cloud based tools such as Salesforce to ensure staff is able to make full use of the features available.

Create content and coordinate marketing emails and social media post campaigns for fundraising and awareness of NKFH programs.

Take initiative and accept responsibility for assigned and unassigned tasks that need to be completed no matter what department needs them.

Available weekends, early mornings and evenings as needed for preparation for events and the events themselves.

Honolulu, HI 2016 – 2022

Leidos, Inc.

Release Manager – JAL FHCC Sustainment and Enhancements

Project Coordinator – VBMS Deployment Support, ICMHS and DMHS Helpdesk

Provide increased customer service through a designated point of contact (POC) and timely resolution of user account management (UAM) requests.

Coordinated and provided constant communication with multi-functional internal teams and customers throughout the issue resolution process.

Daily participant in Agile Software Development Processes. Taking classes to certify as Scrum Master.

Promote rapid reporting and escalate system performance and availability issues to other team personnel.

Use of Jira, ServiceNow, Confluence, Tableau, Grafana and database interfaces to create and store documentation, create and track tickets and provide ad hoc daily, weekly, monthly and historical reports.

Provide support for Technical Product Manager and other personnel by attending meetings, taking notes, picking up tasks as assigned and assist team members in keeping tickets up-to-date in Jira and ServiceNow for accuracy and record keeping purposes.

Provide support in the areas of document creation and management, deliverables tracking, ProPath template compliance monitoring, action item resolution and weekly status updates.

Provide daily operations project administrative support.

Coordinate support activities for the project.

Assist in responding to ad hoc data calls and requests.

Coordinate authoring resources, information sources and organizing peer review for the purpose of creating high caliber project compliant documentation.

Responsible for coordination of documentation and communication with VA onboarding contact to onboard new team members

Main Point of Contact for VA Onboarding of personnel

Use of ServiceNow to create and run daily/weekly reports and deliverables.

Completed Leidos Product Owner Training and Certification

Noosh, Inc. Mountain View, CA 1999 - 2016

Customer Support Manager

Manage and oversee the daily operations, administrative management duties, and tasks of customer service support staff.

Source, interview, and conduct new hiring and training of customer support staff.

Create, develop, and up-date new employee training guidelines and call center procedures.

Coordinate and assist in training and advising customers in the use and implementation of the Noosh application.

Troubleshoot and confer with customers and field personnel via telephone and email to address questions and resolve issues with the Noosh application.

Research, track and analyze statistics and client feedback regarding the Noosh application.

Research, evaluate and install any newly implemented support tools.

Responsible for the proofreading and editing of Customer Support documents and help pages.

Additional Duties

Created, developed and implemented learning materials for use in Noosh application training courses.

Conduct product demonstrations and presentations of the Noosh application in-person and via telephone to perspective customers and internal employees.

Test, evaluate and develop solutions to application bugs for the Engineering Department as reported by customers and internal employees.

Assist Product Management and Usability in development of new functionality from a client advocate point of view.

Assist and work closely with the Quality Assurance Team in the testing and evaluation of new product versions.

Customer Support /Lead 1999 - 2005

Coordinated and scheduled daily duties and tasks for support staff including the planning of vacation time and recording of sick days.

Scheduled and monitored application availability and communicated any outages to the support manager.

Managed the process for communicating outages to internal staff and customers.

Coordinated and assigned staff assignments for various support/training projects and monitored customer issue entry and resolution of these issues for accuracy and timely response.

Managed and addressed customer questions, requests and inquiries via email and telephone.

Assisted in the development and testing of training materials as well as the quality assurance of the applications.

Created and implemented training of new hires to the group.

Netscape Communications Mountain View, CA 1998 – 1999

Customer Support Representative

Member of the AOL/Netscape transition team which included training of new customer support team.

Performed administrative and office duties including answering phone calls and addressing email inquiries regarding product information.

Handled and addressed all technical issues, customer inquiries, and usability issues.

Compiled, organized, and performed data entry of customer information, payment processing and billing of accounts.

Conducted troubleshooting and problem solving of customer issues and inquiries with Web Site Garage products.

Kauai High and Intermediate School Lihue, HI 1994 – 1998

Secondary Social Studies Teacher and Athletics Coach

Created, developed and implemented Social Studies lesson curriculum for student’s grades 7-12, which also included one year of half-time Special Education instruction.

Administered and facilitated learning programs and curriculums for six classes of students on a daily basis.

Researched and evaluated textbooks and other learning materials for educational benefit and implementation.

Sourced, purchased, and acquired all supplies and materials for each class.

Coordinated and provided guidance for extra-curricular activities including student council, Kiwins Club, and commencement.

EDUCATION

University of San Francisco San Francisco, CA 2001

Master of Arts Degree • Sports Management

University of Hawaii at Manoa Honolulu, HI 1993

Professional Diploma • Secondary Social Studies Education

University of Hawaii at Manoa Honolulu, HI 1992

Bachelor of Arts Degree • History

Holds current Hawaii Teaching License #023500 Exp. 06/2023

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