It Support Case Management

ETHEL MATUS

Savoy, IL

Phone: 217-***-****, E-Mail: **********@******.***

Business Manager Case Management HR & IT Support Property & Client Relations

Business Administration graduate with a Bachelor’s degree in Business Administration/Management (2025) and 15+ years of diverse professional experience across human resources, project management, property management, and case management. Proven record of improving occupancy rates, streamlining HR compliance processes, and leading cross-functional teams in high-pressure environments. Skilled in employee relations, client service, IT and application support, and operational efficiency. Based in Savoy, IL, seeking opportunities in the Champaign County area or remote roles where expertise in HR, property operations, and project coordination can drive measurable organizational impact.

Increased occupancy rate from 75% to 90% in under 6 months as Move-In Coordinator at Eagle Ridge.

Maintained 99% occupancy at Southern Hills Apartments for 2 years.

Led and trained teams of 20+ employees at Disney Store Online, ensuring top-tier guest service experiences.

Supported a 10,000+ employee database as ADM IT Support Analyst, maintaining verified and compliant records.

Designed and delivered resume, interview, and job search training for at-risk youth at Lincoln’s Challenge Academy.

Promoted from Tier 1 iOS Technical Advisor to Mac Plus Technical Advisor at Apple (Kelly Connect Contract).

Areas of Expertise

Case Management & Youth Development

Crisis Intervention & Behavioral Counseling

Human Resources & Labor Relations

Employee Relations & Compliance Investigations

Property & Occupancy Management

Lease Administration & Housing Compliance

IT & Application Support (iOS/Mac, ServiceNow, SAP, CRM)

Customer Service Leadership & Client Retention

Insurance Processing & Claims Management

Career Counselling, Resume & Interview Coaching

Database Management & Workflow Optimization

Training, Coaching & Team Leadership

Professional Experience

Lincoln’s Challenge Academy

10/2023 – Present

Case Manager (10/2023 – Present)

Major Contributions

Conduct individual and group counseling sessions focusing on conflict resolution, substance abuse, decision-making, and interpersonal skills.

Design and implement life plans, placement strategies, and academic pathways for post-residential cadet success.

Coordinate with parents, mentors, educators, and employers to secure academic, vocational, and career outcomes.

Maintain compliance and tracking via Cadet Tracking System (ACCESS) for National Guard Bureau reporting.

Deliver training on career development, resume writing, interviewing, and networking to prepare cadets for post-graduation.

DXC Technology (Remote)

06/2023 – 10/2023

Insurance Specialist (06/2023 – 10/2023)

Major Contributions

Verified eligibility, benefits, and authorizations while ensuring regulatory compliance.

Processed and investigated claims, resolving discrepancies to maintain client satisfaction.

Provided client needs analysis, recommending insurance products and coverage.

Utilized CRM platforms to manage client data and ensure accurate reporting.

ETeam Inc. (Contract)

08/2022 – 11/2022

Labor Relations Analyst / HR Representative (08/2022 – 11/2022)

Major Contributions

Mediated labour-management meetings to resolve disputes and grievances.

Conducted investigations into discrimination, harassment, and workplace misconduct.

Delivered expert guidance on labour laws, employee relations, and compliance standards.

Produced reports and strategies to improve employee relations and reduce disputes.

Eagle Ridge of Decatur

08/2020 – 05/2021

Move-In Coordinator ( 08/2020 – 05/2021)

Major Contributions

Boosted occupancy from 75% to 90% in <6 months by implementing resident engagement strategies.

Ensured compliance with state, federal, and local housing regulations.

Coordinated inspections, lease renewals, and rent calculations using housing databases.

Southern Hills Apartments

10/2018 – 08/2020

Assistant Property Manager (10/2018 – 08/2020)

Major Contributions

Maintained 99% occupancy by executing targeted leasing and retention initiatives.

Oversaw lease administration, income verification, tenant certification, and recertification processes.

Delivered financial reporting, regulatory compliance, and resident satisfaction programs.

Served as IT support lead, maintaining property management systems and troubleshooting hardware/software.

Disney Stores Online / Shop Disney Parks App (Remote)

10/2016 – 07/2020

Team Lead, Guest Services (10/2016 – 07/2020)

Major Contributions

Supervised team of 20+, handling escalated calls, order management, and guest experience optimization.

Trained, coached, and evaluated employees, ensuring compliance with Disney standards.

Enhanced productivity through performance monitoring and process improvements.

Kelly Connect – Apple Contract (Remote)

05/2016 – 10/2016

OS / IOS Technical Advisor (Tier 1 & Tier2) (05/2016 – 10/2016)

Major Contributions

Delivered advanced technical support for Apple devices, software, and connectivity issues.

Conducted Tier 1 and Tier 2 troubleshooting, device setup, and remote assistance using Bomgar.

Promoted from Tier 1 iOS to Mac Plus Technical Advisor within contract period.

Archer Daniels Midland Company

10/2006 – 08/2010

Application Support Analyst (10/2006 – 08/2010)

Major Contributions

Provided Tier 1 application support, software troubleshooting, and user training.

Maintained data accuracy for 3,000+ raw product ingredients in enterprise systems.

Supported large-scale employee onboarding, account setup, and IT ticket resolution.

Streamlined application processes and improved efficiency in IT operations.

Education

Bachelor’s degree in business administration/management 2025

AAS, Business Administration & Human Resources (Certified) – San Joaquin Valley College (2006–2008)

AAS, Medical Billing – San Joaquin Valley College (2015)

Languages

English (Fluent)

Spanish (Bilingual)

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