Service Desk Technician

Location:

Pittsburgh, PA

Salary:

43000

Posted:

March 01, 2025

Contact this candidate

Resume:

• D A N I E L L E S U M M E R S •

304-***-**** *********.*******@*****.*** Morgantown, WV

Professional offering a solid combination of learning development and customer success experience. Proven skills to improve culture and create environments that allow learners to achieve a strong understanding and discipline of course material for over 11 years. Outstanding communication and success in fast-paced environments with a reputation for forming a rapport and connecting with diverse, multicultural individuals at all levels. Demonstrated commitment to improving learning and developing powerful professional skills for over 100 learners in one day. Knowledgeable and experienced in:

Cheerful Attitude

Communication & Transparency

Cooperative Learning

Course Material Development

Data-Driven Instruction

Differentiated Instruction

Documentation & Organization

Embraces Workplace Change

Establish Workplace Relationships

Event Planning

Gives Honest Feedback

Leadership & Management

Learning Management Systems

Multi-Cultural Sensitivity

Team & Staff Collaboration

W O R K E X P E R I E N C E

STUDENT SUCCESS MANAGER

West Virginia Academy 2022 – Present

Collected feedback from learners, facilitated personalized consultations, reviewed data to identify training gaps, and tailored support plans for individual learners to optimize educational impact for 25+ learners at a time.

Built 5+ comprehensive step-by-step guides for stakeholders and learners, crafted presentations tailored for training sessions, established measurable milestones, and adapted educational materials for diverse proficiency levels.

Developed 25+ curriculum materials that simplified complex educational content, created comprehensive written documentation for students, listened to stakeholder concerns, and engaged with parents via email, chat, and LMS channels.

Established routine 1:1 session with learners, recognized achievements via targeted feedback, maintained responsiveness to address learner needs, and anticipated challenges to implement early interventions to boost content retention rates by 12%.

Designed 5+ training modules, found root causes of performance challenges, provided alternative methods when initial strategies failed, leveraged resources to resolve instructional problems, and partnered with stakeholders to improve learner outcomes.

Facilitated new-student and staff onboarding support, authored expert advice on best practices for educators, assisted 100+ learners in setting achievable goals, and motivated students to explore advanced topics.

Led complex discussions between stakeholders, addressed learner or parent grievances impartially, identified compromise solutions to balance competing interests, and followed up on resolutions to improve policies and drive down issues by 10%.

Guided 20+ students through individualized behavioral intervention plans, 1:1 and group coaching sessions, emotional-learning opportunities, and led a 40% boost in positive classroom behavior.

Collaborated with 35+ parents and administration to develop behavior management strategies, devise intervention plans, and construct relationships with learners to improve student conduct at school and at home. TIME AND ATTENDANCE CLERK

Department of Justice; Federal Bureau of Prisons 2020 – 2021

Posted daily hours of work and keying them into the time and attendance records system for personnel in the institution. This results in the bi-weekly determination of pay.

Maintained documentation regarding leave and pay as appropriate, examining time and attendance records and employee requests which serve as a basis for pay and leave computations.

Resolved and answers questions regarding payroll issues. Ensured time was correctly keyed into the system, verified overtime has been approved before keying and confirmed staff were entitled to additional pay such as overtime, night differential and Sunday/holiday pay.

Printed time and attendance reports for institution staff and maintained copies of reports, overtime and leave documentation by pay period; distributed original copies of time and attendance reports to all staff.

Maintained the security of the institution.

Custody and supervision of inmates, responding to emergencies and institution disturbances, participating in fog and escape patrols, and assumed correctional officer posts when necessary.

Required to shakedown inmates, conduct visual searches of inmate workspaces and living areas for contraband, and was responsible for immediately responding to any institution emergencies.

Trained to use physical control in situations where necessary, such as in fights among inmates, assaults on staff, and riots or escape attempts.

CO-LEAD PASTOR

Harvest Family Worship Center 2018– Present

Managed daily church operations, overseeing budgets, policies, and program implementation to ensure alignment with the church’s mission and vision.

Led recruitment, training, and supervision of staff, enhancing team performance through effective HR practices and fostering a positive work environment.

Collaborated with church leadership on strategic planning initiatives, driving growth and community engagement through innovative program development.

Developed and delivered sermons, providing spiritual guidance and support to the congregation, fostering a deep sense of community and faith.

Oversaw the creation and management of ministries and programs, addressing the diverse needs of the congregation and enhancing member involvement.

Planned and facilitated staff meetings and training sessions, promoting professional development and collaboration among church staff.

Built partnerships with community organizations, enhancing outreach services and strengthening the church’s presence within the local community.

Acted as a community representative, promoting the church’s mission and engaging with local stakeholders to enhance outreach and collaboration.

Coordinated and facilitated large events, ensuring seamless execution and maximizing participation to strengthen community ties.

Managed background check processes, ensuring compliance and safeguarding the church’s commitment to a safe environment for all members.

Developed and taught engaging curriculum to students of all ages, adapting instructional methods to meet diverse learning styles and fostering a positive learning environment.

Implemented community service projects, encouraging student participation and promoting civic engagement while enhancing the school’s connection to the local community.

Facilitated hands-on learning experiences, integrating community service with academic lessons to enrich student understanding and social responsibility.

Linking curriculum content with real-world community needs to enhance student learning and engagement.

Mentored and guided students in community service initiatives, instilling values of empathy, teamwork, and leadership through active participation.

Evaluated student progress and provided constructive feedback, ensuring continuous improvement and adapting strategies to support individual learning goals.

SPECIAL EDUCATION AUTISM MENTOR

Monongalia County Schools 2014 – 2020; 2021-2022

Leveraged differentiated approaches, active listening, student feedback, advocacy, problem resolution, individualized course work, and other best practices to solve all issues which led to a pass rate of 95%.

Spearheaded individualized support and guidance to struggling students, utilizing virtual and engaging assessment tools to identify strengths and challenges, and developing targeted interventions to help students succeed.

Reduced classroom behavior incidents by 50% through setting clear expectations, individualized support for students, encouraging positive behavior while addressing negative actions.

Implemented a personalized behavior modification system for students, improved student self-regulation skills, increased on-time assignments, and an increase in positive classroom interactions.

Integrated mindfulness and emotional intelligence activities into the daily routine, fostering learner self-awareness, supporting learner self-regulation, and creating opportunities for collaboration for 30+ students to improve student interaction and engagement.

Orchestrated training for new teachers on best practices in teaching and learning, conducted needs assessments, applied differentiated instruction methods, and drove a 75% increase in positive student outcomes. DIRECTOR

Mini Mountaineers Early Learning Center 2012-2013

Led the overall operations of the early learning center, ensuring compliance with licensing regulations and maintaining a safe, nurturing environment for children.

Developed and implemented age-appropriate curricula, fostering a love for learning and promoting cognitive, social, and emotional development among children.

Supervised and supported a team of educators, providing ongoing training and professional development to enhance teaching practices and improve student outcomes.

Established strong relationships with parents and guardians, facilitating effective communication and involvement in their child's learning journey.

Managed center budgets and resources, optimizing operational efficiency while ensuring high-quality educational programs.

Coordinated community outreach initiatives, building partnerships with local organizations to enhance resources and opportunities for families.

Conducted regular assessments and evaluations of educational programs, utilizing feedback to drive continuous improvement and innovation in curriculum delivery.

Implemented health and safety protocols, ensuring a secure environment that meets the needs of all children and staff.

Advocated for children’s rights and development within the community, promoting awareness of early childhood education and its impact on lifelong learning.

KIDSTART PRESCHOOL DIRECTOR

Chestnut Ridge Church 2010-2012