Hi, I’m
Erika Koscho
IT Senior Specialist
Rockville,MD
Summary
Reliable business professional with experience in project management, process improvement and analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
12
years of professional experience
2
Certifications
Work History
Boston Consulting Group
IT Senior Specialist
11.2017 - Current
Job overview
- Analyzed asset data to keep electronic stockroom equal to physical storage.
- Conducted independent technical reviews of current processes and records to proactively identify and correct process and system issues.
- Modeled effective and constructive communication behaviors between department heads, low-level staff and senior leaders to improve cross-functional collaboration.
- Collaborated with internal departments to align business needs and solutions.
- Listened and responded to customer requests and forwarded necessary information to superiors through email and ticketing system.
- Assisted with staff training to enforce quality output aligning with business standards.
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Oversaw work of junior personnel, helping to motivate strong performance and improve overall knowledge with focus on mentoring and coaching.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Maintained current understanding of market conditions, compliance standards and best practices.
- Guided less experienced staff through processes such as A/V and laptop builds as singular point of contact for high-level needs.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Helped streamline repair processes and update procedures for support action consistency.
Self-employeed
Freelance Violinist
01.2011 - Current
Job overview
- Provided attention to detail quickly to provide clients with music in the style
- Interpreted different music by making use of voice production, harmony, rhythm and melody to present characterization.
- Learned numerous contemporary and classical pieces.
- Applied knowledge of harmony, melody, rhythm and voice production to individualize presentations and maintain audience interest.
- Studied scores at length to learn music in detail and develop suitable interpretations.
Apple
Technical Expert
08.2015 - 11.2017
Job overview
- Generated reports to track performance and analyze trends.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Researched and identified solutions to technical problems.
- Offered assistance in implementing and developing training programs.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Delivered energetic responses to customers in-store going above and beyond to serve needs.
Education
University of Maryland - Baltimore County
Bachelor of Arts from Music Performance - Violin
06.2015
University Overview
- Linehan Artist's Scholarship Recipient
- Honor Roll every semester
Skills
- Automated and Manual Procedures
- Information Updates
- Application Deployment
- Installation and Configuration
- Customer Care
- Incident Escalation
- Customer Feedback
- Providing Feedback
- Case Support
- User Experience
- Hardware and Software Installation
- Troubleshoot Service Issues
- Training Initiatives
Certification
- Apple Certified Support Professional, Apple Inc - Dec 2022
- ITIL Foundation Level, AXELOS Global Best Practice - Sept 2019
Timeline
IT Senior Specialist
Boston Consulting Group
11.2017 - Current
Technical Expert
Apple
08.2015 - 11.2017
Freelance Violinist
Self-employeed
01.2011 - Current
University of Maryland - Baltimore County
Bachelor of Arts from Music Performance - Violin
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