Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

MARIA LUZ WHITTAKER

Branford,CT

Summary

A strategic, enthusiastic and technical-savvy Help Desk Analyst with 20+ years of experience and impeccable record in providing support in IT related issues with expertise in technical troubleshooting, systems installation & configuration, customer service, System security, backup & recovery, staff hiring and problem diagnosis. A well-known professional with a solid reputation of delivering high impact results through the effective combination of technical expertise, acute attention to detail, interpersonal communication techniques and team leadership - History of serving at the helm of major projects within the organization, successfully executing application rollouts and upgrades, as well as delivering a direct technical/end-user support. Possess a savvy leadership mentality, strong communication skills, time management, and attention to detail; complemented with the ability to work under own initiative.

Overview

21
21
years of professional experience
1
1
Certification

Work History

VIRTUAL ASSISTANT

Miami, FL
01.2018 - Current
  • Work with 3-5 clients from diverse industries to provide comprehensive administrative and technical support to facilitate streamlined business operations.
  • Design and develop social media pages on various platforms for clients, including Facebook, Twitter, and Instagram.
  • Deliver exceptional customer service for various online shops, ensuring customer satisfaction and retention.
  • Create and manage online stores on multiple merchant platforms including: Etsy, Shopify, and Woo Commerce.
  • Construct agendas and calendar details, highlighting key events and requesting meetings as necessary.
  • Communicate with clients to gain insight into their needs and goals, outline service offerings that will achieve their desired outcomes.
  • Provide high-level professional administrative service by working on tasks and projects and ensuring tasks are executed on time and to highest level of quality.

EXECUTIVE ASSISTANT

Orbie for Orphans
Asheville, NC
02.2017 - 12.2018
  • Orchestrated and coordinated all aspects of national and international events for Executive team.
  • Generated organizational interest through social media posts and content and increased visibility by 50%.
  • Managed translation of Orbie curriculum into multiple languages, including Spanish, Haitian Creole, Italian, and French.
  • Conducted extensive research on various marketing tools, executed purchases, and implemented use to boost organizational efficiency and reach.
  • Established and maintained executive team’s calendar to schedule meetings, appointments, and travel time.
  • Answered questions and provided assistance relating to office operations, administrative processes, and established policies and procedures.
  • Interacted with vendors and other executives, providing, and obtaining information to ensure timely completion of assignments and projects.

ADMINISTRATIVE ASSISTANT

Reaching and Teaching International
Louisville, KY
01.2014 - 06.2016
  • Facilitated and led training and seminars at various community outreach events in Nicaragua and Ecuador.
  • Translated training materials from English to Spanish and served as interpreter as needed.
  • Documented and managed various materials, including expense reports, newsletters, and donor communications.
  • Coordinated all logistics for teams of 12 people traveling to Ecuador to ensure seamless experience.

ADMINISTRATIVE ASSISTANT

Global Outreach International
Tupelo, MS
01.2009 - 01.2014
  • Designed and developed training and workshops for different communities in Haiti, Nicaragua, and Costa Rica, related to Orphan Care, Basic Computer Skills, Women’s Bible Studies, and Leadership Skills.
  • Completed various administrative duties, including developing newsletters, producing expense reports, creating training manuals, brochures, and other printed and social media materials.
  • Utilized WordPress and DreamWeaver to design, update, and maintain organization’s website.
  • Promoted child sponsorship program for orphaned children in Haiti using social media and increased program sponsorship by 75%.

HELP DESK SUPPORT ANALYST

Vipdesk
Alexandria, VA
01.2007 - 01.2009
  • Monitored and handled average of 100 phone calls, chat, and emails per day
  • Researched, documented, and escalated cases to higher levels of support according to internal procedures
  • Trained new employees and explained protocols precisely and efficiently
  • Created new How-To articles for employee use that would help them find quick solutions to common technical issues in short time
  • Provided support for hundreds to call center employees ensuring employees were able to perform their duties with minimal downtime.

EMAIL SUPPORT ENGINEER

Netriplex
Asheville, NC
01.2006 - 01.2007
  • Provided email and chat support to 100s of customers daily to resolve network issues and configure operating systems
  • Used remote desktop connections to provide immediate technical support and resolve IT issues.

WEB DEVELOPMENT PROJECT MANAGER

Griffin Hospital
Derby, CT
01.2001 - 01.2003
  • Performed as project leader managing team of 3 developers and 25 community partners to create cloud-based referral system capable of identifying, assigning, and monitoring needs of specific target population in New Haven County.
  • Trained community leaders and partners on how to use cloud-based system
  • Provided technical support to over 25 community partners in network.
  • Increased community partners collaboration by 50% using cloud based platform.
  • Identified issues, analyzed information and provided solutions to problems.
  • Participated in team-building activities to enhance working relationships.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Prepared variety of different written communications, reports and documents to ensure smooth operations.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.

COMPUTER TRAINING MANAGER

Calvary Chapel
Fort Lauderdale, FL
01.2000 - 01.2001
  • Conducted orientation sessions and organized on-the-job training for over 30 new hires.
  • Organized and edited training manuals, multimedia visual aids and other educational materials.
  • Communicated all learning and performance objectives, schedules and training assessments to upper management.
  • Provided onsite technical support for staff of 300.
  • Provided network support for large church, Bible College, and other non-profit entities.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Drove operational improvements which resulted in savings and improved profit margins.

Citrix Systems, Inc
Fort Lauderdale, FL
01.1998 - 01.2000
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Translated complex technical issues into digestible language for non-technical users.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled over 100 daily customer complaints, resolved issues and adjusted policies to meet changing needs.

Education

ASSOCIATE OF SCIENCE (A.SC - FASHION MERCHANDISING & MARKETING

Bauder College
1994

Skills

  • Strong Organizational Skills
  • Microsoft Certification
  • Help Desk Support
  • Microsoft Windows and Office
  • Computer Diagnostics
  • Technical Troubleshooting
  • Problem Solving
  • Customer Communication and Empathy
  • Remote Technical Support

Certification

Microsoft Certified Network Engineer Microsoft Certified Professional – MS Office Citrix Certified Network Administrator

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

VIRTUAL ASSISTANT

01.2018 - Current

EXECUTIVE ASSISTANT

Orbie for Orphans
02.2017 - 12.2018

ADMINISTRATIVE ASSISTANT

Reaching and Teaching International
01.2014 - 06.2016

ADMINISTRATIVE ASSISTANT

Global Outreach International
01.2009 - 01.2014

HELP DESK SUPPORT ANALYST

Vipdesk
01.2007 - 01.2009

EMAIL SUPPORT ENGINEER

Netriplex
01.2006 - 01.2007

WEB DEVELOPMENT PROJECT MANAGER

Griffin Hospital
01.2001 - 01.2003

COMPUTER TRAINING MANAGER

Calvary Chapel
01.2000 - 01.2001

Citrix Systems, Inc
01.1998 - 01.2000

ASSOCIATE OF SCIENCE (A.SC - FASHION MERCHANDISING & MARKETING

Bauder College

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MARIA LUZ WHITTAKER