Professional Overview
Building meaningful connections and solving complex challenges across multiple industries
Versatile Professional with Proven Excellence
With over 20 years of diverse experience spanning hospitality, IT support, and customer service, I bring a unique blend of technical expertise and interpersonal skills to every challenge.
Currently serving as a Guest Services Agent at Eastland Suites Hotel & Conference Center, I've mastered the art of delivering personalized service while managing complex operational demands. My background in IT support has equipped me with strong problem-solving abilities and attention to detail.
As a certified ISO/IEC 27001:2022 Lead Auditor, I bring security-minded thinking and systematic approaches to every role. My experience mentoring over 100 students through Project RISE demonstrates my commitment to developing others and building strong teams.
Core Competencies
Customer Excellence
Delivered personalized service to 50+ daily interactions with 100% accuracy in cash handling and payment processing.
Technical Expertise
Managed 2,000+ systems with 99% uptime, including network configuration and comprehensive IT support services.
Leadership & Mentorship
Trained new staff, mentored 100+ students, and led workshops that boosted program participation by 25%.
Professional Experience
A track record of excellence across diverse industries and roles
Guest Services Agent
Eastland Suites Hotel & Conference Center
- Delivered personalized guest service throughout check-in, stay, and check-out
- Trained and mentored new front desk agents, helped with shift scheduling
- Managed 50+ daily interactions via phone and in person using hotel PMS
- Reconciled cash drawer daily with 100% accuracy and processed payments
- Upsold room upgrades and packages, contributing to 10% increase in front desk revenue
- Stepped in as shift lead when supervisors were unavailable
IT Technician
Heartland Community College
- Managed 2,000+ systems across admin, faculty, and classrooms, maintaining 99% uptime
- Led relocation and configuration of 400+ systems at Lincoln and Pontiac campuses
- Installed and updated software (Office, Adobe, academic tools) for 15+ departments
- Deployed 100+ laptops during COVID-19 for remote operations in under one week
- Managed 200+ Chromebooks and hotspots for students during distance learning
- Configured business email accounts via Google Workspace and Microsoft 365 for teams of up to 20 users
Peer Mentor
Project RISE
- Mentored over 100 first-year students over three years
- Facilitated group sessions on time management, campus resources, and study strategies
- Delivered 5+ workshops each semester on financial literacy, stress management, and goal setting
- Recruited students through peer outreach and classroom presentations, boosting program participation by 25%
Proprietor & IT Technician
Em3 Computers
- Operated personal IT consulting business supporting individuals, nonprofits, and small businesses
- Maintained WordPress and HTML sites for 5+ nonprofit organizations
- Diagnosed and resolved technical issues, performed hardware upgrades, and built custom systems
Customer Service Associate
Lowe's
- Assisted 30+ customers per shift in selecting and purchasing home improvement products
- Handled product demonstrations, troubleshooting questions, and heavy merchandise loading
- Promoted MyLowe's loyalty program, extended warranties, and surveys
Marketing Specialist
Advantage Solutions
- Conducted in-store demos for national brands, engaging over 100 shoppers per shift
- Increased brand awareness through product presentations and real-time customer Q&A
- Boosted sales conversion by 15% with personalized product recommendations
- Ensured food safety compliance and brand consistency
Skills & Expertise
Comprehensive skill set spanning multiple disciplines and industries
Hospitality & Customer Service
Technical & IT Support
Leadership & Communication
Key Qualifications
ISO/IEC 27001:2022 Lead Auditor
Mastermind
Business/Entrepreneurship Degree
Illinois State University
Small Business Management
Heartland Community College
Education
Strong academic foundation in business, leadership, and professional development
Business / Entrepreneurship
Illinois State University
Comprehensive business education focusing on entrepreneurship and business management principles.
Small Business Management Certificate
Heartland Community College
Specialized certificate program focusing on small business operations, management strategies, and entrepreneurial skills.
Leadership Certificate
Multi-Cultural Leadership Program
Intensive leadership development program focusing on multicultural awareness and leadership skills.
Certifications
Professional certifications demonstrating expertise and commitment to excellence
ISO/IEC 27001:2022 Lead Auditor
Comprehensive certification in information security management systems (ISMS) auditing and compliance.
View CertificateKey Competencies
Generative AI Mastermind
Advanced certification in generative artificial intelligence applications and implementation.
Download CertificateKey Competencies
Commitment to Professional Development
These certifications reflect my dedication to staying current with industry standards, security best practices, and emerging technologies. I continuously pursue learning opportunities to enhance my professional capabilities.
Achievements & Leadership
Recognition for academic excellence, leadership, and community involvement
Academic Honors
- Member, Phi Theta Kappa Honor Society
- Member, Phi Beta Lambda
- Heartland Community College Foundation Scholarship Recipient
Leadership Roles
- President, Black Student Union
- Student Senate Senator
- Member, Male Empowerment Network
- Project RISE Peer Mentor
Professional Development
- Spring 2017 Advocacy Day in Springfield, IL
- Multiple leadership conferences via Heartland Community College
- Continuous professional education in IT and hospitality
Personal Interests & Activities
Pursuing passions and hobbies that contribute to personal growth and community engagement
Semi-Professional Photography
Specializing in weddings, concerts, and portraits
Motorcycle Enthusiast
Passionate about motorcycle culture and riding
Dart League Member
Active competitive dart league participant
Leadership Impact
Throughout my academic and professional journey, I have consistently taken on leadership roles that allow me to support others and contribute to positive change. From serving as President of the Black Student Union to mentoring over 100 first-year students through Project RISE, my commitment to leadership extends beyond personal achievement to community building and empowerment.
Get In Touch
Ready to discuss opportunities or collaborate? I'd love to hear from you.
Let's Connect
I'm always interested in discussing new opportunities, whether it's a full-time position, consulting project, or collaboration. Feel free to reach out through any of the channels below.
Professional Availability
I'm currently open to discussing opportunities in hospitality management, IT support, customer service, and leadership roles. I'm particularly interested in positions that combine my technical skills with my customer service expertise.
Send a Message
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