At eCornell/Cornell University, I supported students, staff, faculty, and corporate clients across online courses and certificate programs for more than a decade. I resolved technical issues involving operating systems, browsers, software, and learning platforms while advising students on course and certificate completion.
I collaborated with Cornell faculty and administration to launch the Executive Human Resources Management Master Degree program, helping establish the eCornell Help Desk's role in Cornell University's first online Human Resources master's program. I also prepared course operations metrics, coordinated facilitator scheduling, maintained corporate contract data, and worked with Accounting on refunds and payments.
I created and implemented standardized Help Desk response templates for chat and email, reducing response time by over 50% and contributing to the creation of the eCornell Knowledge Base. I've also trained and mentored new Help Desk hires.
Earlier, I supported technical and billing customers at Optimum and drove personal training package sales at LA Fitness. I'm an honorably discharged U.S. Naval veteran and a published author.
