Malira Craig
Technology Specialist
Atlanta,GA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.
Overview
11
11
years of professional experience
10
10
Certifications
Work History
Technology Specialist
Service Titan
01.2023 - Current
- Utilizes support tools, such as the salesforce support console, to efficiently deliver a world-class customer experience when working closely with a diverse team to provide superior quality and technical support while maintaining a positive environment
- As a customer support advocate, I troubleshoot and submitted bugs to the developers, and acted as a primary driver to create resolutions for the customer's needs internally by providing feedback and communicating the needs to the stakeholders
- I also assist customers with all aspects of our software, via phone, chat, and screen-sharing sessions, with a primary focus on customer satisfaction.
- Played an instrumental role in streamlining communication channels between different departments through the efficient utilization of collaboration tools.
- Implemented effective change management strategies to facilitate smooth adoption of new systems and processes among users.
- Responded to numerous reference calls daily, helping patrons with specific information needs.
- We used a company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Evaluated emerging technologies for potential integration, aligning with organizational goals and objectives.
- Improved customer satisfaction by providing timely and effective technology support.
Technical Recruiter
Apex Systems
05.2022 - 11.2022
- Collaborate with account managers to effectively understand hiring needs
- Work extensively through the Applicant Tracking System (ATS): Bullhorn, Daxtra, and LinkedIn Recruiter to source and screen over 700 potential IT candidates for contract, contract-to-hire, and permanent openings, and update and add new candidates
- We pre-screened 200+ avionics candidates' resumes and conducted interviews with qualifying personnel, of which 92% were veterans, using reliable recruiting and selection tools to filter candidates
- Increase the number of qualified applicants in the database by 24%
- Submitted 50 candidates to clients and account managers for L3 Harris, resulting in 4 hires
- Acted as a point of contact and built influential candidate relationships during the selection process
- Offered salary recommendations based on skill level while meeting or exceeding weekly performance goals and expectations
- Promote the company's reputation as the best place to work.
Quality Assurance Manager
U.S Navy
11.2019 - 04.2022
- Prepared and submitted 144 weekly tax forms per year to meet DOD requirements while processing 50+ daily invoices and payments to keep accounting records current
- Updated tracking spreadsheets in Microsoft Excel and Adobe to identify weekly trends
- Compiled data from cashiers, balanced drawers, and prepared daily deposits
- Investigated and resolved discrepancies during the accounting reconciliation process resulting in a difference from 85% to 100% in 36 months
- Prepared 48 financial reports for senior managers to aid in the budget processes and support accurate decision-making
- As a result of my exemplary work performance, the supply department received 3 consecutive 5-star ratings and was nominated for the Edward NEY award in 2021.
Program Manager- Internal
U.S Navy
01.2016 - 02.2022
- Managed 100+ projects simultaneously, including external & internal clients
- I led over 60 team meetings with senior management to update & track project progress, resulting in 4 holiday balls grossing $100,000 within 4 years
- Developed comprehensive monitoring of risks, issues, dependencies, and contingency plans to remove 99% of roadblocks
- Submitted product deliverables to clients and ensured adherence to the quality standard
- Created roadmaps that incorporated success metrics, resource allocation, & risk management
- I have 10 years of sales & customer service experience
- Of my 10 years with the US Navy, I was a Morale Welfare Recreation Manager for 6 years In the US Navy
- During this time, I provided over 100 items to service members and civilians in different formats of services that included
- Still, I was not limited to food sales (wings, fish, tacos, spaghetti, and mobile snack carts) and was deployed to military entertainment activities (excursions) and formal military events (balls and annual Christmas parties)
- I oversaw the planning, coordinating, and setting up of departmental events, as well as buying, preparing, and selling food items for daily and bi-weekly fundraisers.
Records Clerk
U.S Navy
04.2013 - 10.2019
- Utilized Food Service Management to rectify and identify inconsistencies, deficiencies, and discrepancies in the Food Service Division
- Managed over 2100 sets of Food Prep Worksheets (1090), Food Item requisitions Documents (1282), and Subsistence Ledger (335) documentation
- Audited documents and prepared files for archiving or exchange to NAVSUP
- Operated Microsoft and Adobe applications to enter data, retrieve correspondence, and create reports
- Updated existing records and created statistics for the U.S Naval warships with a difference of 75% to 98%
- As a result of my exemplary work performance, the warship USS McFaul (DDG 81) received the highest distinction given to the U.S
- Naval Food Service Operation, The Captain Edward F
- Ney Memorial Award.
Education
Bachelor of Science - Information Technology
University of Arizona Global
05.2001 -
Skills
Customer Service Policies & Procedures
Marketing and Sales Process Improvement
Data-Driven Mentality
Complex Problem-Solving
Standard Operating Procedures
Community Relations & Outreach
Proficient in MS Office
Relationship Building
Effective Communication
Inventory Coordination
Equipment Troubleshooting
Certification
Customer Success Management Fundamentals - January 2021
Professional Overview
Performance-driven program manager with over nine years of dedicated experience in customer service & building data-focused programs with scalable processes. Coordinated aspects of recruiting and managed budgets exceeding 70k and projects grossing 60k in revenue. Decorated Veteran with ten years of experience in the United States Navy.
Timeline
Technology Specialist
Service Titan
01.2023 - Current
Technical Recruiter
Apex Systems
05.2022 - 11.2022
Quality Assurance Manager
U.S Navy
11.2019 - 04.2022
Program Manager- Internal
U.S Navy
01.2016 - 02.2022
Records Clerk
U.S Navy
04.2013 - 10.2019
Bachelor of Science - Information Technology
University of Arizona Global
05.2001 -