Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Certification
Languages
Timeline
Hi, I’m

LOISE GAKINYA-MACHARIA

Summary

Driven Systems Administrator with 20 years of experience in software implementation and maintenance. Proven history of managing complex infrastructures and data center operations. Expert in solutions-oriented business application problem-solving and dedicated to providing best-in-class service. Skilled at troubleshooting, communication and collaboration.

Overview

22
years of professional experience
1
Certification

Work History

Des Moines Area Community College & Grandview Univ
Des Moines, Iowa

Computer IT College Adjunct Instructor
01.2019 - Current

Job overview

  • Software Development, Agile, Human Computer Interaction college instructor
  • Teach Microsoft Office Suites (Word, Excel, Access, SQL and PowerPoint)
  • Educate, guide, counsel students while teaching via face-to-face, web blended, and online courses
  • Following course competencies and syllabi
  • Produce and maintain a syllabus and weekly course outline
  • Prepare daily lectures, lab and class materials to deliver presentations
  • Inform students on course requirements, evaluation procedures and attendance policies
  • Create student performance and attendance monthly reports
  • Monitor attendance, performance and support students throughout semester to ensure an 80% success rate in my classes
  • Knowledge, experience in Data Analysis in Microsoft Excel
  • Teaching in both remote/online, web blended and face to face setting
  • Grading and appropriate reporting of grades to the registrar's office.
  • Created and implemented course agendas, lesson plans and activities to successfully meet course objectives.
  • Improved student performance by defining clear goals and communicating performance metrics.
  • Defined and articulated goal learning outcomes, performance metrics, and changes to improve student learning.
  • Submitted daily class roster to accurately maintain attendance records.
  • Attended meetings and workshops to refine and enhance instructional skills.
  • Used technological equipment to enhance process of students' learning.
  • Scored exams and graded student performance fairly.
  • Completed classroom planning by creating and preparing exams, classroom discussions and lectures.
  • Organized time, space and resources to balance advanced instruction, challenging workloads and stringent deadlines.
  • Worked cooperatively with other members of faculty and staff to contribute to overall institutional effectiveness.
  • Used Excel to keep accurate records of students' attendance and grades.
  • Designed and delivered class instruction to meet course competencies.

Des Moines Area Community College, DMACC
Des Moines, Iowa

Computer Science Tutor - College
06.2019 - Current

Job overview

  • Provide computer courses tutoring services daily via face-to-face and online platforms enabling improved student performance
  • Collaborated and developing DMACC Online Tutoring (DOT) via Blackboard Collaborate that caters to 200 students per semester
  • Computer workshops online to students and faculty
  • Incorporated technology into lessons from other subjects, expanding students' technical abilities with integrated approach.
  • Reviewed computer science class material with students to support discovery of correct answers to problems.
  • Encouraged students with supportive language and patient teaching approaches.
  • Maintained detailed tutoring records with Accudemia software and issued regular reports.
  • Helped struggling and novice students with basic computer skills such as keyboarding and file management.
  • Tutored students in specific programs such as SQL, Access, Excel, JAVA.
  • Led tutoring workshops for groups of students with related tutoring needs.
  • Collaborated with teachers, administrators and parents to determine how best to support student success.

Des Moines Area Community College, Urban Campus
Des Moines, IA

Disability Accommodation Specialist and Test Examiner
10.2017 - 05.2020

Job overview

  • Advocated for college students needing accommodations
  • Assisted, advised, and supported 60 students per semester
  • Developed data collection and reports to track students in DMACC using Excel spreadsheet
  • Recruited students from Des Moines Public Schools to DMACC as part of Transition to DMACC Committee with a 30% increase in registration
  • Worked with Student Services to ensure student retention was met annually
  • Organized Urban Campus Family night and African night to help bring diversity and cohesion on campus boasting an 80% student participation rate
  • Guided accommodation students with educational software Kurzweil while providing emotional support
  • Proctored CASAS and Accuplacer Tests for Evelyn K Davis Center WTA (Workforce Training Academy) 200 students, developed an Excel spreadsheet of Testing scores for data collection and record-keeping
  • Maintained secure and positive environment conducive to testing.
  • Leveraged computers to administer tests, record scores and create appointments.
  • Validated appropriate identification to allow admission to testing area.
  • Helped accommodate students with disabilities or special needs for alterations to test administration.
  • Administered individual and group assessments according to testing guidelines
  • Troubleshot issues with computer-based examinations.
  • Provided assistance to faculty and staff by teaching classes, conducting orientation programs and issuing transcripts.
  • Located materials and online resources by demonstrating use of equipment and software.
  • Maintained Confidentiality and security for all test materials and student information while providing service with a 100% rating for campus monthly checkups
  • Secured testing materials and maintained confidentiality of all details.
  • Maintained compliance with test center policies, practices and procedures.
  • Conferred with teachers concerning programs and materials to meet student needs.
  • Supervised 50 final exams for approximately 200 students at conclusion of each semester.
  • Proctored CASAS, CNA, ACT, ATI TEAS, Accuplacer, HISET official exam, MOS/Certiport, CLEP, Mechanical Reasoning, HESI, Typing tests, and DMACC college make-up exams and other colleges, DMACC typing test, Van driving test, Vet Tech Biology tests for up to 50 students time.

Wells Fargo
West Des Moines, IA

System Administrator NICE
01.2017 - 10.2017

Job overview

  • Managed daily system support analysis as an Admin role for NICE system in the Credit Card Non-Fraud (CCNF)
  • Coordinated with the Operation Analyst analyzing data/metrics for Trace and building queries with a 90% response rating
  • Established KPI's to measure customer representatives success
  • Updated Waterfall hierarchy, Licenses, UAT testing, ad-hoc analysis reports daily
  • Tracked calls, call recording, listening to calls, trace and agent hung ups or customer hang ups for analyzing data monthly
  • Prepared reports daily, weekly, monthly for QA
  • Dashboards, MIS reports for CCNF
  • Engineered installation of NICE Engage
  • Interaction with users with any issues and resolving issues, implementation strategies
  • Established network specifications and analyzed workflow, access, information and security requirements.

Wells Fargo
West Des Moines, IA

Financial Crimes Specialist
10.2014 - 01.2017

Job overview

  • Monitored five computer systems, applications, and utilize search tools to find information, interacted with diverse team
  • Delegated two DASH Testing Team to analyze monthly data and resolve customer backlog
  • Processed complex transactions and performed extensive research to resolve complex customer issues from daily calls
  • Executed Wells Fargo CIV (Customer Information View) application and CSS (Customer Service System), knowledge and understanding of FDR (First Data Resources), OIB (Operations Image Browser) system

British High Commission
Nairobi, Kenya

Entry Clearance Assistant, Team Leader Operations
01.2006 - 05.2009

Job overview

  • Managed office daily activities, supervised and managed ten entry clearance assistants
  • Delegated five locally engaged entry clearance assistants
  • Administered leave, sickness, training, and line management within team
  • Oversaw workflow of visa section and ensured targets were met every quarter
  • Daily meetings and monthly performance meetings with assistants
  • Prepared monthly office statistics and annual reports for supervisor review
  • Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
  • Managed high workload with consistent record of achieving deadlines and production targets.
  • Sat on new hire interviewing panel and made recommendations.
  • Oversaw large workload and consistently achieved productivity targets.
  • Trained, coached and managed 25-person team of clearance assistance and visa professionals.

Principal Financial Group Inc
West Des Moines, IA

Accounts Team Lead
10.2001 - 11.2006

Job overview

  • Medical Claims and Flexible Spending, Trained and mentored new team members and assigned work direction
  • Processed medical claims and customer support
  • Reviewed, evaluated, and processed FSA claims daily
  • Responded to FSA claim telephone inquiries from internal and external customers with 80% success rating
  • Created an internet/intranet project for team to assist in reporting of metrics leading to 50% improvement
  • Managed to work in a fast paced pressure environment with great results and resilience
  • Gained knowledge insurance medical, dental terminology and familiarity of IRS tax regulations and procedures
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.

Education

Purdue University
Urbandale, IA

Master of Science from Information Technology
02.2018

University Overview

GPA: 3.89/4

  • Honoree of Alpha Beta kappa National Honor Society, Delta Zeta Chapter April 2018
  • Honor Roll Spring 2018

Missouri State University
Springfield, MO

Bachelor of Science from Insurance and Risk Management
1997

University Overview


  • Gamma Iota Sigma Fraternity - Alpha Lambda Member

Skills

  • Agile, Software Development, Oracle Banner, SQL, Python, FDR, Hogan, DASH, VROL, MIS reporting, Accudemia
  • Microsoft Office (Word, Excel, Outlook, PowerPoint, Access) Microsoft Teams, MS Project
  • ACT Test Administrator
  • NICE, eWFM, ENCORE,
  • Social Media Networking, Video Conferencing platforms Zoom
  • Programming in Java
  • Innovative Teaching Methods
  • Computer Literacy
  • Microsoft Word
  • Computer Technology - Cengage/SAM, Mind tap, Go To, Blackboard Collaborate, Blackboard Learning Software, Kaltura
  • Creative Thinking

Accomplishments

  • Meals from the Heartland, Ronald McDonald DM House
  • Blank Zoo creating Bee Zones
  • Habitat for Humanity assisted in a home build for community
  • Battered women NGO and Cerebral Palsy Association in Kenya

Affiliations

Business professional with a varied 20 years' experience teaching, advising, testing, project management, maintaining data operations and system administration. Proficient in various computer programs, data analysis, proven problem solver, and team player with strong communication skills. Member of Alpha Beta Kappa Honor Society Served as a Member of Urban Campus Transition to DMACC Committee Graduate Information Technology Association Secretary of International Students Association at University of Missouri

Certification

  • Life Office Management Association Inc., - Life Health Insurance 2001

Languages

English
Native or Bilingual
Swahili
Native or Bilingual

Timeline

Computer Science Tutor - College

Des Moines Area Community College, DMACC
06.2019 - Current

Computer IT College Adjunct Instructor

Des Moines Area Community College & Grandview Univ
01.2019 - Current

Disability Accommodation Specialist and Test Examiner

Des Moines Area Community College, Urban Campus
10.2017 - 05.2020

System Administrator NICE

Wells Fargo
01.2017 - 10.2017

Financial Crimes Specialist

Wells Fargo
10.2014 - 01.2017

Entry Clearance Assistant, Team Leader Operations

British High Commission
01.2006 - 05.2009

Accounts Team Lead

Principal Financial Group Inc
10.2001 - 11.2006

Purdue University

Master of Science from Information Technology

Missouri State University

Bachelor of Science from Insurance and Risk Management
LOISE GAKINYA-MACHARIA