It Manager

Results-driven IT professional with experience in IT management, cloud solutions, network support, and data analysis. Proven ability to optimize processes, reduce costs, and support business operations through technology. Background in cybersecurity awareness, troubleshooting, and cross-functional collaboration, with a track record of improving efficiency and customer satisfaction.

Education

Bachelor of Science (B.S.), IT Management (Expected October 2028)

Western Governors University (WGU)

Bachelor of Arts (B.A.), Business Economics

Beloit College, Wisconsin, August 2012— June 2017

Certifications

Google IT Support Professional Certificate

Skills

Network Fundamentals & Troubleshooting

Cybersecurity Awareness & Risk Mitigation

Data Analysis & Reporting

Cloud & IT Systems Support

Project Coordination & Scope Analysis

Root Cause Analysis & Problem Solving

Budgeting & Cost Reduction

Customer Service & Technical Support

Documentation & Process Improvement

Microsoft Excel & QuickBooks

Professional Experience

AdventHealth — Altamonte Springs, FL

Consumer Access Specialist July 2024 – Present

Manage patient registration and ensure accurate data entry across multiple service lines

Perform eligibility verification and support billing processes, reducing registration errors

Collaborate with clinical and administrative teams to improve communication and workflow efficiency

Resolve data discrepancies using problem-solving skills to maintain accurate patient records

Deliver high-quality customer service to patients and internal stakeholders

IntouchCX — Altamonte Springs, FL

Customer Support Representative Feb 2024 – Feb 2025

Handled high-volume inbound inquiries via phone, email, and chat

Resolved issues related to orders, shipping, and returns while maintaining high satisfaction scores

Consistently exceeded performance metrics, including response time and customer ratings

Maintained product knowledge base and contributed to team process improvements

Hilomast LLC — DeBary, FL

Senior Accountant / Finance Specialist Apr 2023 – Aug 2023

Led budgeting, forecasting, and financial analysis to support strategic planning

Implemented financial software solutions to improve reporting efficiency

Developed financial models for long-term planning and investment decisions

Performed account reconciliations and ensured compliance with financial regulations

Analyzed financial data using Excel and QuickBooks to identify discrepancies

Sam T’s Plumbing — Orlando, FL

Accountant Jul 2018 – Jan 2023

Managed financial reporting, reconciliations, and GAAP-compliant statements

Led audit preparation and coordinated with external auditors

Created financial reports and dashboards to support business decisions

Reduced operational costs by 20% through process improvements

Investigated discrepancies and ensured accurate account reconciliation

Postal Center International — Ft. Lauderdale, FL

Machine Operator Nov 2011 – Jun 2017

Operated and maintained production equipment to ensure consistent output

Monitored performance and resolved mechanical issues

Conducted quality control checks to maintain production standards

Collaborated with team members to improve workflow efficiency

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