Tinika Fowlkes

• Provide direct supervision to 4 Information Technology (IT) professionals who provide technical support to Apple/Mac clients in the Baltimore, MD; Washington, DC; and Philadelphia, PA metropolitan areas.
• Manage and delegate on-site and in-lab technical support issues. Receive, log, and track technical support issues using FileMaker Pro database and Zendesk help-desk ticketing system.
• Maintain on-site technician installation and service schedule/calendar. Schedule, prioritize and delegate installation/support assignments based on staff competencies and strengths.
• Oversee tasks assigned to staff and ensure that tasks are accomplished by designated timelines. Ensure time keeping policies are adhered to. Monitor and approve timesheets.
• Custodian for all technicians’ equipment.
• Monitor employee performance. Provide performance counseling and issue disciplinary action as needed.
• Provide technical support to existing and new Apple/Mac users who need advice, assistance, and training in applying hardware and software systems. Provide professional and courteous customer service to users in person and/or via the telephone or e-mail.
• Direct, plan, and manage the daily internal operations for the lab such as ordering supplies, maintaining work order management system (FileMaker Pro), answering multi-line telephone and managing visitors.
• Prepare invoices, reports, memos, letters and other documents, using word processing, spreadsheet, database and/or presentation software.
• Follow-up with clients regarding recent service visits/support sessions and take action to resolve any customer support issues or schedule future support appointments.
• Head of client retention initiatives, including but not limited to planning and scheduling client appreciation luncheons/events, thank you cookie and swag bag deliveries.

• Lead designer for the Baltimore Home Improvement Magazine, designed 90% of the advertisements for the publication.
• Created ads in 65+ books and 1.08 million in circulation for the Maryland Pennysaver.
• Learned new applications for ad layout, which resulted in leverage of application’s full functionality.
• Produced visual solutions to the communication needs of the clients, using a mix of creative skills and commercial awareness.
• Skilled with pre‐press processes including color separations, spot colors, knockouts, trapping and bleeds.
• Trained in proofing, pre‐flighting, preparing and press checking camera‐ready and PDF files for publishing.
• Technically proficient on Macintosh computers. Experienced with Adobe Creative Suite and MultiAd Creator Pro.

• Promoted to Pre-Press Department Supervisor after 1 year of exemplary performance as graphic designer.
• Led and directed 6 graphic designers in a fast-paced environment.
• Set priorities, assigned tasks and managed productivity. Cooperated with management team to formulate reasonable time estimates for design projects.
• Guided artists to resolve difficult design issues and problems.
• Maintained responsibility for projects through proofing, reviewing, and signing off on all production phases.
• Collaborated with the Traffic Department Manager to trace and match insertion orders with ad materials, such as artwork files and ad copy. Communicated with sales team and/or advertisers in regards to ad specs, missing files and/or copy.
• Assisted the Pagination Department with laying out the 65+ books for in-house printing and submitting special ads (Print & Deliver) to File Transfer Protocol (FTP) site for off-site printing (weekly deadline and distribution).
• Prepared reports concerning productivity, changes in work flow, and other factors that effected expenditures.
• Revised existing and developed new procedures to maintain and improve the efficiency of the Pre-Press Department.