H2O Partners, Inc.

Sep, 2020  –  May, 2025  •  4 yrs 9 mos  -  Full time

• Delivered high-volume SaaS support across platforms, including Adobe Connect and Office 365, resolving client issues via live chat, real-time email, and phone with empathy and precision.
• Led live webinar operations for FEMA NFIP training and CE certification workflows, supporting compliance-driven processes and collaborating with internal teams to ensure clarity and platform readiness.
• Strengthened remote support documentation and reduced repeat inquiries by improving clarity and accessibility of guidance materials.
• Partnered with cross-functional teams to identify evolving client needs and enhance user experience across remote workflows.
• Analyzed attendance data in Excel and Access to generate and distribute CE certificates for thousands of participants nationwide, demonstrating precision in data reconciliation and secure documentation.
• Maintained accuracy and privacy across 50 states and D.C. vendor portals, safeguarding PII and aligning with regulatory standards in a CE credit tracking environment.

The Episcopal Church of the Good Shepherd

Mar, 2014  –  Jan, 2020  •  5 yrs 11 mos  -  Full time

• Managed Active Directory, Azure, Office 365, and multiple CRM tools; provided help desk support and technical training, responding to user requests and delivering solutions that improved system efficiency, user accessibility, and cross-campus coordination.
• Led help desk initiatives and provided technical consulting to staff, delivering weekly cybersecurity updates, resolving system issues, and optimizing performance across campus locations.
• Supported front desk volunteers using the Ministry Scheduler Pro Church CRM, ensuring accessibility and efficiency in daily operations, including scheduling and client-facing coordination.
• Oversaw multi-campus facility scheduling using ACS Facility Scheduler to keep staff and volunteers updated in real time to prevent double-bookings and support logistics for meetings, classes, and internal projects.
• Collaborated with the Facilities Manager to research and recommend FMX as a CRM solution to enhance facilities maintenance, class scheduling, and large-scale event coordination.