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Work Background
Duo SecurityManager, MSP Partner Operations and Support
Apr. 2022 - Oct. 2022Ann Arbor, Michigan, United States- Outlined and coordinated MSP process and program improvements with other departments - Increased focus on projects (special focus on Cisco wide Salesforce merge and launching & Secure MSP Center (Umbrella MSP) within Cisco) - Created documentation and visual workflow processes - Investigated and resolved escalated MSP collections issues - Support team by working in the queue & handling escalated partner inquiries or issues - Interview, train & onboard new MSP team members
Duo SecurityPartner Operations and Support Analyst
Jul. 2019 - Apr. 2022Ann Arbor, MI- Communicate with customers via email to investigate and resolve partner inquiries or issues - Process monthly MSP billing process by completing and coordinating outlined tasks - Outline and coordinate MSP process and program improvements with other departments - Monitor other buying options (CCW / invoiced / self-service) to ensure no duplicate billing on MSP program - Investigation and resolution of escalated MSP collections issues
Duo SecurityStaff Accountant II
Jul. 2018 - Jul. 2019Ann Arbor, MI- Month end reconciliation and entries for Accounts Receivable - Investigation and resolution of escalated collections issues - Continued collaboration with MSP team to automate billing/collections processes while maintaining billing support - Identify and accrue monthly Partner referral commissions Communicate with customers via email and phone to investigate and resolve customer inquiries or issues · Process over 300 Zendesk tickets per month - Daily cash posting and credit card reconciliation
Duo SecurityStaff Accountant
Jun. 2016 - Jul. 2018Ann Arbor, MI- Accounting Tiger Team member for MSP implementation - Coordinate deployment of Collections Module in Intacct - Clean up Referral and Resale Partner processing - Verify and process over 100 expense reports weekly in Expensify for domestic and international employees - Initiate collection efforts by monitoring customer accounts for non-payment, delayed payments and other irregularities
State FarmAssociate in the Bank Operations Center
Jan. 2016 - Jun. 2016Bloomington/Normal, Illinois Area- Activate and decline customer accounts through all receiving channels: e-sign, paper, fax, and inbox. - Review and verify customer information by running inquiries such as IDV, OFAC, Qualifile, and ChexSystems. - Maintain a continued knowledge of banking procedures and products. - Demonstrate and train associates on fax and inbox processes.
Illinois State UniversityLogic Tutor
Jan. 2015 - Oct. 2015Bloomington/Normal, Illinois Area- Work effectively with students to increase their proficiency in Logic, a division of Philosophy and a general education requirement of the university. - Assist students with developing study strategies. - Coordinate multiple schedules in order to provide services to many students.
Illinois Wesleyan UniversityInformation Specialist
Jun. 2014 - Nov. 2015Bloomington/Normal, Illinois Area- Processed gifts and pledges while adhering to and enforcing procedures related to donor intent, CAE, IRS, and FASB guidelines. - Verified others’ gift processing and ran integrity reports to identify predictable errors in data and processes. - Maintained and established standards for the office related to Quid Pro Quo and allocations. - Developed a training manual to create a general source of knowledge for and specifics required to build an allocation. - Assisted in the internal audit of the endowed funds of the university. - Worked with the Business Office at the fiscal year end to identify discrepancies between actual funds and gift allocations.
Commerce BankTeller
Sep. 2013 - May. 2014Bloomington/Normal, Illinois Area- Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips. - Balance currency, coin, and checks in cash drawers at ends of shifts, and calculate daily transactions using computers, calculators, or adding machines. - Resolve problems or discrepancies concerning customers' accounts.
Independent BankTeller
Dec. 2010 - May. 2013Saginaw, Michigan Area- Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips. - Balance currency, coin, and checks in cash drawers at ends of shifts, and calculate daily transactions using computers, calculators, or adding machines. - Resolve problems or discrepancies concerning customers' accounts.
Beattie Master Pool and SpaSales Associate
May. 2010 - Jun. 2013Saginaw, Michigan Area- Describe chemicals and products to explain use, operation, and care of products. - Receive and process cash and credit payments and verify end of day bank bag balancing. - Estimate and quote pool sales. - Test water to evaluate chemical balance.
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