erika terra

substitute teacher

About

Substitute Teacher at Galt Union School District

Country

united states

City

lodi

Industry

information technology and services

Skill

payroll, requirements gathering, requirements analysis, business rules, microsoft office, team facilitation, project coordination, use case diagrams, quality center, business analysis, visio, microsoft excel, microsoft word, use case, time management, process improvement, employee benefits, testing, business process, test planning, software documentation, training, itil, databases, team building, technical writing, sdlc, sharepoint, business process improvement, software project management, change management, ms project, data analysis, analysis, oracle, etl, team leadership, business requirements, data warehousing, snagit, access, pmp, project management, general ledger, program management, pmo, management, vendor management, project portfolio management, budgets

Experience

substitute teacher

galt union school district

2016-12 - Present · 9 yrs 10 mos

* Take instructions from school office and lead teacher regarding handling classroom instruction * Read and understand lesson plans * Refer to the lesson plan left by the lead teacher and follow it * Create substitute teaching report at the end of each day for the lead teacher

senior advisor - applecare

apple

2015-9 - 2016-12 · 1 yr 4 mos

* Senior Advisor * AppleCare (July 2016 * Present) * Assist customers who request to speak with a supervisor * Provide guidance to tier one advisors * Adapt to the communication style of the customer * Follow through technical cases until a resolution is found * Submit tickets for site support engineering when necessary * iOS/Mac + Advisor * AppleCare (September 2015 * July 2016) * Help customers troubleshoot their iOS and OS X Devices * Answer customer questions related to their iOS and OS X devices * Successfully create Apple Promoters * Adapt to the communication style of the customer * Successfully use Acknowledge, Align, Assure skills at the beginning of each phone call to build rapport * Proactively use guided learning while walking customers through troubleshooting scenarios

sustain level ii and production support business analyst ii

hewlett-packard

2009-5 - 2015-8 · 6 yrs 4 mos

payroll accountant

otto construction

2007-4 - 2009-4 · 2 yrs 1 mo

* Posted payroll weekly. * Reconciled and posted transactions to the general ledger. * Prepared and filed business tax returns. * Analyzed, researched and performed bank reconciliations. * Prepared and filed complex business tax returns. * Prepared and filed monthly, quarterly, and year-end income tax returns. * Generated W2’s for all employees yearly. * Provided employment verification requests. * Processed garnishments. * Administrated benefits for 401K, section 125 Cafeteria Plan, as well as health and dental insurance. * Assisted in employee orientations and exit interviews.