Hema Pradhan
Chicago,Illinois
Summary
Detail-oriented professional with a background in Computer Science and expertise in technical support and operational coordination. Managed communications for student services and streamlined onboarding processes, achieving significant improvements in engagement and efficiency.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Technical Support Specialist/ Teacher’s Assistant
Wonder Montessori School
Chicago, IL
01.2020 - Current
- Provided technical support for operational systems, documented incidents and identified patterns to prevent future issues
- Assisted in deploying and maintaining a digital check-in system, enhancing accuracy and significantly minimizing delays
- Managed 50–80+ communications/month using Brightwheel to keep staff and parents informed in real-time
Maintenance Technician/ Remote Technician
EssilorLuxottica
Chicago, IL
01.2024 - 12.2025
- Performed electronic diagnostics, calibration, and alignment to maintain consistent equipment performance and quality output increased by 40% in last two years
- Trained manufacturing and maintenance associates, enhancing procedural consistency and effective system usage
- Monitored and enforced safety protocols and company policies, identifying and addressing compliance issues proactively
Computer Science Tutor
Northeastern Illinois University
Chicago, IL
08.2019 - 12.2020
- Delivered supplemental instruction for Java and core computer science courses (data structures, algorithms, object-oriented programming), enhancing students' skills in debugging, logic development, and structured problem solving
- Facilitated code review sessions, strengthening students' computational thinking and promoting efficient algorithm design
- Collaborated with faculty to prepare lab materials and review technical assignments, ensuring alignment with curriculum standards
IT Help Desk & Administrator Support
Northeastern Illinois University
Chicago, IL
08.2019 - 12.2020
- Delivered onboarding for 300+ new users per semester, improving platform adoption and reducing support tickets by 60% through clear instructions and system training
- Managed 1,000+ student and staff system records, achieving 80% accuracy in line with inventory data expectations
- Maintained accurate records and prepared documentation for audits, ensuring compliance with established procedures
Education
Bachelor’s of Science - Computer Science, Information Technology, Computer & Networking, Data analysis
Northeastern Illinois University
Chicago, ILSkills
- Technical Skills: SQL, MySQL, JAVA, Power BI, Tableau, Microsoft Word, Excel, Data Cleaning,, python, spreadsheets
- Core Competencies: Technical Support, Process Optimization, Data Analysis, Cross-Functional Collaboration, Systems Implementation, Data Visualization
Certification
Google Analytics, Coursera Business Intelligence, Google AI Essentials
Projects
Student Engagement Analysis – Excel, Collected and structured 300+ observational data points measuring student engagement, activity duration, and completion rates across multiple Montessori activity types, Designed pivot tables to segment engagement performance by age group, activity category, and time of day, Built an interactive dashboard using slicers and KPI summary cards to visualize engagement trends and participation rates, Calculated key metrics including average engagement duration, activity completion %, and variance across age cohorts
Timeline
Maintenance Technician/ Remote Technician
EssilorLuxottica
01.2024 - 12.2025
Technical Support Specialist/ Teacher’s Assistant
Wonder Montessori School
01.2020 - Current
Computer Science Tutor
Northeastern Illinois University
08.2019 - 12.2020
IT Help Desk & Administrator Support
Northeastern Illinois University
08.2019 - 12.2020
Bachelor’s of Science - Computer Science, Information Technology, Computer & Networking, Data analysis
Northeastern Illinois University