Adrienne Conway
Concord,NC
Summary
Dedicated IT Professional and motivated learner of Cyber Security Compliance Analyst, Generative AI Enthusiast, and with a solid foundation in GRC and PCI-DSS regulations and requirements. Go-getter candidate is eager to utilize analytical and threat mitigation knowledge. Seeking to leverage my education, technical skills and my passion for IT to contribute to your company's growth and advancement.
Excellent communication skills with a comprehensive understanding of the Generative AI/ Machine Learning industry. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. I have garnered a wealth of experience throughout my 20 year career in the diverse roles of Call Center Q&A Manager, HR Training Manager, and Employee Support Specialist in addition to my IT skills and certifications. I possess a strong willingness to take on added responsibilities to meet team goals.
I seek to obtain a full-time position that offers professional challenges utilizing analytical, communication, interpersonal, problem-solving and excellent time management skills.
Overview
11
11
years of professional experience
7
7
Certifications
1
1
Generative AI Fundamentals
1
1
ISC2 Certified in Cybersecurity
1
1
Ethical Hacking
1
1
Intro to CISSP
1
1
CompTIA A+
1
1
Google IT Support Specialist
Work History
IT Specialist, AI Trainer & Cybersecurity Trainee
ANC Acquisitions & IT Consulting LLC
Concord, NC
12.2021 - Current
- Was awarded the privilege of participation in the rotational cross-training program for AI, Cybersecurity and Data Analytics
- Produced monthly reports using advanced Excel spreadsheet functions.
- Worked on multiple projects training AI clients on new apps and websites
- Rating the quality of AI-generated writing on rubrics such as factuality, completeness, brevity, and grammatical correctness
- Reviewing the work of fellow human writers
Responding to prompts with top-tier original writing - Utilized data visualization tools to effectively communicate business insights.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Participated in requirements meetings to understand business needs.
- Used statistical methods to analyze data and generate useful business reports.
- Identified, analyzed and interpreted trends or patterns in complex data sets.
- Upheld security and confidentiality of documents and data within area of responsibility.
- Documented effective and replicable methods for extracting data and organizing data sources.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked effectively in fast-paced environments.
Social Media Manager & Marketing
BHL Garage and Home Solutions
02.2020 - 04.2024
- Implemented new service standards that included critical thinking concepts and problem solving skills that effectively contributed to the retention of existing customers by 40%
- Increased employee retention and morale by 25%, spearheading employee satisfaction events and having proactive and transparent communication about work-life changes
- Effectively created and managed FaceBook, Nextdoor app and Instagram social media account postings daily
- Building campaigns that helped to significantly increase new customer acquisitions.
HR & Training & Development Manager
BHL Garage and Home Solutions
12.2013 - 02.2020
- Managed Human Resource functions including payroll, hiring, benefits enrollment, and training for 25 employees
- Implemented new service standards that included critical thinking concepts and problem solving skills that effectively contributed to the retention of existing customers by 40%
- Increased employee retention and morale by 25%, spearheading employee satisfaction events and having proactive and transparent communication about work-life changes
- Effectively created and managed FaceBook, Nextdoor app and Instagram social media account postings daily
- Building campaigns that helped to significantly increase new customer acquisitions.
Education
Human Resource Management -
Western Governors University
Installing Computer Hardware, Hardware And Network Troubleshooting, Generative AI Training, Installing Storage Devices, Virtualization And Cloud Computing, Cybersecurity, Google IT Support, Data Analytics - CompTIA A+, Google IT Support, Cybersecurity Certs
Per Scholas
Charlotte, MI04.2024
Skills
- IT Support: Installing/configuring hardware/software Mac and PC, troubleshooting hardware and software issues
- Worked on multiple projects training AI clients on new apps and websites
- Rating the quality of AI-generated writing on rubrics such as factuality, completeness, brevity, and grammatical correctness
- Reviewing the work of fellow human writers
- Responding to prompts with top-tier original writing
- Programming Languages: JavaScript
- Web Development: Microsoft Office, Microsoft Visual Studio, Notepad, Adobe Photoshop
- Database Management: Java, SQL
- Software Tools: Zoom, Microsoft Teams, Adobe Connect, Witness, AirCall, Salesforce Service Cloud, Connecteam, Excel, Microsoft Office Suite, Workforce, Salesforce, Dialogflow, and Forethought
Certification
- CompTIA A+
- Generative AI
- Ethical Hacker
- PCI-DSS introduction
- Intro to CISSP
- ISC2 Certified in Cybersecurity
- Google IT Support
- Medical Coding and Billing, Isothermal Community College
Volunteer Experience
- A Place To Grow, Concord, NC, Mentor, 08/2017 - Present, Mentor young women facing unique challenges developing their self-esteem and coaching through their ability to volunteer and support others in their communities.
- Feeding our Neighbors, Charlotte, NC, Facilitator, 03/2014 - 06/2022, Fed the homeless community and provided clothing and spiritual encouragement.
Projects
Lead Training and Quality Assurance Manager, DNA Home Health Care and Cleaning Service, 03/2021, Increased customer service ratings by 25% improve my department's customer service survey ratings with the goal being a 25% improvement in 3 months.
Monitored service calls of agents and identified critical areas of needed improvement.
Developed a weekly coaching and mentoring curriculum to address service failures.
Increased our survey score and customer satisfaction rating by 43% in 60 days.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
"In all your getting, get an understanding"
Bible
Accomplishments
- Supervised a team of 25 staff members.
- Achieved 100% no-error returns on orders processed through effectively helping with proofreading initiatives.
- Achieved 35% improvement in customer satisfaction scores by introducing the Customer First curriculum for the service and sales teams.
- Raised employee satisfaction scores by %40 by implementing new work-life balance initiatives and flexible schedules.
Timeline
IT Specialist, AI Trainer & Cybersecurity Trainee
ANC Acquisitions & IT Consulting LLC
12.2021 - Current
Social Media Manager & Marketing
BHL Garage and Home Solutions
02.2020 - 04.2024
HR & Training & Development Manager
BHL Garage and Home Solutions
12.2013 - 02.2020
Human Resource Management -
Western Governors University
Installing Computer Hardware, Hardware And Network Troubleshooting, Generative AI Training, Installing Storage Devices, Virtualization And Cloud Computing, Cybersecurity, Google IT Support, Data Analytics - CompTIA A+, Google IT Support, Cybersecurity Certs
Per Scholas