Jennepher Zuniga Figueroa

Core responsibilities: Work with the Director of Curriculum and Program Innovation and Director of Technology to implement school’s device and software deployment plans provide technology support to students, families, teachers, and staff both on-campus and virtual support

• Worth with and collaborated with Knowing Technologies
• Analyzed and defined network requirements, optimization and support for wifi replacement project.
• Conducted thorough audits of existing databases, identifying areas for improvement and addressing discrepancies as needed.
• Maintain up-to-date faculty, staff, and student hardware inventory and licensing for all software and subscriptions
• Maintain vendor relationships and technology deployments, such as copiers, printers, and audio/visual equipment

Project responsibilities: Strategize and implement ways faculty, staff, and students can utilize technology as a tool

• Manage logistics and reporting of educational technology-related projects as well as other school-wide systems related to educational technology
• Create instructional materials for users (e.g. FAQs, tips, tutorials, troubleshooting guides, etc.) and provide training on technological tools
• Provide coaching, training, and support to faculty, staff, students, and other community members as needed related to educational technology devices and platforms
• Proactively identify, pilot, and implement technology solutions that support educational needs of the school
• Support use of instructional technology hardware and software on-site to align with school’s technology strategic plan and goals
• Empower faculty with tools and skills needed to leverage technology to advance collaboration, critical thinking, creativity, communication and learning
• Provide AV support in conjunction with other department staff (Projectors, Apple TV, DVD players, Neatbar and peripherals); AV support at school functions as needed

Notable metrics: Increase of SLA in ticking system by 60%

• Created a technology substation plan for all school use
• Moved all school to Blackbaud SIS in 6 months

Relevant system and tools: Microsoft Office & 365, Google suite, AWS, Meraki, Cisco, Blackbaud, Adobe, Seesaw, Litarably, Pick-a-Time, Filemaker, Magnus Health, Visit-U, Revena, BrightArrow, Mosyle, BlackbaudConect, Freshworks, SchoolDude, Apple School Manager, Munki, Unifi, Dreambox, Jupiter Grades, Amplify, Zoom and more.

Core responsibilities: Reviewing reservations flagged for potential quality problems, investigating and triaging guest issues according to type and severity, and communicating with host to resolve these issues

• Navigated rapidly changing and fast paced work environment

Project Responsibilities: Assisted in specialized projects, pilots, host workshops, and broadly establishing best practices around systems and processes

• Reaching out to 700+ host for opportunities with revenue management, revenue assistance, and targeted accommodation
• Creating training documentation and training for new associates.

Notable metrics: Reviewed an average 80+ listing reservation per week, reviewed an average of 800+ incidents per week, reviewed and responded to over 720 fix-it reports, guest responds time between 1-2 hours

• Increased Guest Trip Score by over 5%

Relevant system and tools: teleconferencing software (Zoom, WebEx, Jabber) and its respective hardware, G-Suite (Gmail, Docs, Calendar), in-house ticketing system, and Salesforce.

Core responsibilities: Facilitate, analyze, and resolve issues by providing comprehensive technical support to Wix.com users

• Utilize effective conflict resolution and decision-making skills to handle inquiries in high volume environment
• Provide advanced billing and technical support for both English and Spanish users.

Project responsibilities: Generated system to include data regarding dropped or lost calls to increase customer satisfaction and technical support for Latin American customers; collaborating with system engineers to implant landline and mobile detection to reduce dropped call rate.

Notable metrics: Spoke to an average of 35 user per day, responded to an average of 25 advance billing tickets per day, received 97% customer satisfaction, and an average call processing time of 3-5 minutes per call

• Recognized multiple times and earned bonus for performance based on number of calls, customer satisfaction, and call processing time.

Relevant system and tools: teleconferencing software (Google Hangouts, WebEx) and its respective hardware, G-suite (Gmail, docs, Calendar), in house ticking system, Jira and slack

Core responsibilities: Helped customers discover, enable, and implement high-value Microsoft technology

• Led Microsoft Workshops for all Office products and YouthSpark Camps-Coding Camp Counselor (lead)
• Managing SMB account relationships for the store and cultivated leads
• Led numerous Windows 7, Windows 8, and Windows 10 deployment projects.

Project responsibilities: Outlook Program manager, first associate trained on chat-based customer support in retail stores for Outlook iOS app; successful pilot led to launch of program across all Microsoft stores within the U.S

• As Retail Learning Specialist, oversaw talent acquisition of new employees by leading training, hiring, and onboarding processes
• Created individualized learning plans for team members, resulting in achieving top part-time sales associate recognition.

Notable metrics: Microsoft MVP and selected to travel to Microsoft Cooperate offices in Seattle 2 years in a row for training

• Reached 378% of weekly revenue by developing strategic product merchandising plan to meet customer needs
• Handled and completed 50+ cases per week, through Microsoft's Dynamic CRM.

Relevant system and tools: Teleconferencing software (Skype for Business, Microsoft Teams) and its respective hardware, Outlook (Mail, Calendar) Microsoft Office 365, Microsoft's Dynamic CRM, in house ticking system, Power BI, Microsoft Exchange, Sharepoint, Active Directory, Bootcamp or Parallels, iOS (Computer, Tablets, Phone).