Ma#hew Lawrence
Oakland
Summary
Experienced professional with extensive background in administrative and operational support, ensuring program efficiency and compliance with regulatory standards. Proven ability to streamline processes, enhance productivity, and coordinate daily activities for optimal program performance. Strong communication and relationship-building skills facilitate collaboration across diverse teams, driving operational effectiveness. Recognized for a proactive problem-solving approach that consistently improves workplace outcomes.
Overview
23
23
years of professional experience
Work History
Program Assistant II
RSI - California State Bar
07.2019 - 12.2019
- Inventoried case files and extracted sensitive information to create entries in the client database.
- Read and extracted information from case files to conduct public records searches to locate individuals.
- Created and updated mail-merge correspondence to communicate with clients and determined how client casefiles would be handled.
- Organized case-files, separating criminal from civil case-files to comply with State Bar data retention policies.
- Misc database administration responsibilities.
Senior Clerk
Los Angeles County Department of Children and Family Services
05.2018 - 01.2019
- Corresponded with employees to facilitate the intake of auto-claim documents, verifying insurance liability, vehicle registration, auto-body shop estimates.
- Opened ergonomic cases and assigning to safety officers, forwarding ADA requests.
- Processed purchase orders and entered them into ECAPs.
- Trained clerical staff in the processing of the Health and Safety email inbox.
- Trained clerical staff in the generation of long-term leave letters.
- Created mail merge documents, gathered data, entered data into spreadsheets to generate mail merge letters.
Intermediate Typist Clerk
Los Angeles County Department of Children and Family Services
03.2017 - 05.2018
- Analyze AMS output using excel to determine if clerical support was meeting goals reporting IA injuries.
- Logged FMLA data in excel and analyzed the data to determine which FMLA-coordinators were meeting goals in processing FMLA correspondence in a timely manner and determining which offices produced heavier workloads for the purposes of redistributing caseloads.
- Entering long term leave data into excel and generating quarterly long-term leave letters using mail merge.
- Reformatted FMLA and IA folders to the model format.
- Processing emails and dispatching them to the appropriate personnel.
- General administrative support to Return-to-work and FMLA coordinators.
Administrative Assistant
AppleOne
Los Angeles
03.2016 - 03.2017
- Conducting and/or assisting with new hire orientations, discussing County and departmental policies and procedures, collecting signed acknowledgements.
- Assisted with the coordination of mandatory and optional training including booking training rooms.
- Updating records and generating reports in Microsoft Excel and Microsoft Access, related to hiring status updates, active employee list, payroll position changes, pay location changes, vacancies, certification expiration dates, and driver's license expiration dates related to mileage permitees and commercial drivers.
- Mailing letters to candidates related to band letters, rejections, FMLA documentation, and Workers Compensation documentation.
- Responsible for creating personnel, payroll, FMLA, Workers Compensation, accident, and performance management files for all employees.
- Responsible for requesting and verifying that all employees have completed annual acknowledgement forms related to departmental policies.
- Responsible for filing all documentation in an employee's personnel, payroll, FMLA, Workers Compensation, accident, and performance management files.
- Updated procedure manual for all job functions related to this role for future job occupants.
Teaching Assistant
University of California, Los Angeles
10.2012 - 10.2014
- Commended on my teaching performance and received high ratings as a teaching assistant.
- Chosen as teaching assistant (TA) for both Psychology 1A and 1B meaning having a higher workload than other TAs as every student in the major are required to take both of these classes.
- Providing educational instruction through lecturing and leading content enrichment sections.
- Leading students in the development of individual experiments, instructing them in the collection and analysis of data, tutoring them in the use of specialized software, and guiding them in the writing of scientific reports and presentations.
- Developing lesson plans.
- Grading essays, scientific reports, and exams.
- Providing general administrative assistance to professors.
Research Assistant
California State University Eastbay
10.2009 - 10.2011
- Assisted in the development of a behavioral assay wherein observable and measurable behavior of a popular organism (the zebrafish) could be used to show the effects of pharmaceuticals on learning.
- Helped refine research methods and assisted in calibrating equipment used to collect data.
- Two independently conducted research projects resulted in invitations to present findings at scientific conferences.
- Assisted two colleagues on three additional successful presentations.
- Closely assisted a professor in a project that may result in publication in Journal Nature.
- Conducted experiments under the guidance of the head researcher and university professor; collected and analyzed data.
- Assisted in the development of a behavioral essay.
- Performed statistical analysis on data and collaborated in generating reports and presentations for academic conferences.
- Trained new research assistants in policies, procedures, and assisted in managing lab resources.
Technical Support/Office Support
Women and Minorities Doctoral Directory
10.2003 - 01.2011
- Providing technical and administrative support for the co-proprietors of a small business required me to perform a multitude of roles that included closely assisting the executive director in successfully re-establishing a web presence, migrating critical client data from antiquated systems, and assessing the efficacy of existing and potential relationships with subcontractors to manage customer relationships.
- Provided technical and administrative support to the proprietor and director of a small business.
- Acted as liaison to vendors; helped assess the need to migrate business assets from legacy systems, utilize updated technologies, and establish a functional web presence.
- Performed general administrative duties and maintained Web Pages.
Technical Support Specialist
Wind River Systems
03.1997 - 03.2000
- Commended on my rising to meet the demands of a high volume call center supporting high-tech companies seeking to leverage the power of cutting edge turnkey technologies.
- Proactively sought out and acquired the skills necessary to provide technical assistance to customers attempting to deploy and license proprietary software.
- The position of Networked License Specialist diverted a heavy volume of calls from assignment to software engineers and expedited the resolution of technical support requests filed by major account customers.
- Provided second-tier technical support and managed backlog of support requests in a timely manner.
- Strategized with inside sales department to improve and streamline customer experience deploying new software and navigating customer support services.
- Assisted engineers in expediting problem resolutions for major account partners.
- Assisted customer support dispatch supervisor in developing best practices for call-center dispatchers.
- Supervised and trained customer support dispatchers.
Program Assistant
AppleOne - SEIU UHW-West & Joint Employer Education Fund
- Developed new Standard Operating Procedures (SOPs) to better facilitate more efficient and effective processing of learner data.
- Collaborated with Project Coordinators and Salesforce developers to improve existing and build out new salesforce applications that facilitated new SOPs.
- Worked with Project Coordinators and Career Counselors to streamline internal communications resulting in a record number of applications in the northwest region being processed ahead of schedule.
- Responsible for data entry and data quality assurance for learners' electronic files.
- Entered appropriate case notes, enrollments, and other data needed in CRM systems (Salesforce, CalJOBS, AGS Prime, etc).
- Followed-up with learners to secure missing information.
- Created and maintained program and service applications, and collected and maintained all forms and documents necessary for learner enrollments.
- Provided weekly/monthly and as-needed reports on data quality and accuracy, completeness, and integrity.
- Performed intake and eligibility review tasks to ensure learners in Education Fund programs and services are correct and in compliance with regulatory and grant funding requirements.
- Regularly audited learner information to ensure up-to-date information, applicable forms and procedures comply with organization and funder standards.
- Communicated with all Ed Fund departments and teams across multiple platforms (Slack, Zoom, Asana, etc.) while staying on top of multiple streams of information and in alignment with overlapping internal and external deadlines.
- Served as first point of contact for learners and communicated (verbal and written) with learners regarding program and service requirements.
- Acted as a liaison between learners and multiple Ed Fund departments to ensure smooth and timely processing of learner reimbursements and other forms of payment processing.
- Responded to learner concerns and questions, identified escalation of response needs and conferred with organization leadership for next steps.
- Coordinated the analysis and results of learner satisfaction surveys with an emphasis on improving programs and services.
Graduate Research Assistant
University of California, Los Angeles
- First laboratory experiment was successful and was accepted as a Master's Thesis.
- Worked with the military at Camp Pendleton to perform experiments related to stress and trauma.
- Independently conducted a successful experiment and presented scientific findings on the effects of glucocorticoid synthesis inhibitors to faculty and staff.
- Conducting experiments and collecting and analyzing data.
- Creating presentations and presenting them at academic conferences.
- Researching scientific literature.
Customer Support Dispatcher
Wind River Systems
- Met the changing demands of a high volume call center for a high-tech startup company and assisted in development of standardized processes conducive to the timely resolution of technical issues by an overtaxed support system while providing exceptional support.
- Provided front-line customer support in a high-volume call-center.
- Opened customer support trouble tickets, assessed technical issues and assigned them to the appropriate engineering department.
- Processed customer support emails and filed support requests using specialized customer management software.
- Monitored customer issues from opening till closure.
- Performed courtesy calls, conferred with customers and gathered customer satisfaction data.
Education
Graduate Studies (2 Out 5 Years in A PhD Program) Master's Level - Behavioral Neuroscience
University of California, Los Angeles
Los Angeles, CA11.2025
Teaching Assistant -
University of California, Los Angeles
10.2014
Research Assistant -
California State University Eastbay
Hayward, CA10.2011
B.A. - Psychology, StaYsYcs
California State University, East Bay
Hayward, CA01.2011
Skills
- Behavioral research and data analysis
- Microsoft Excel proficiency
- Scientific writing skills
- Effective teaching strategies
- Remote work experience
- Statistical reporting expertise
- Research capabilities
- Information coordination skills
- Group and individual instruction
- Meeting facilitation techniques
- Interpersonal communication skills
- Information management expertise
- Vendor relationship management
- Administrative support functions
- Multitasking and organization skills
- PowerPoint presentation development
- Progress tracking methods
- Documentation management practices
- Multiple priorities handling
- Operational compliance knowledge
- Creative problem solving abilities
- Project management software proficiency
- Data entry accuracy
- Report preparation skills
- Training coordination expertise
- Process improvement initiatives
- Program administration tasks
Conference Presentations
- Lawrence M., Curys L., Delgado M., & Ceruc D. T., Molecular Analysis of Pavlovian Timing in the Zebrafish, Danio rerio, California Association for Behavioral Analysis
- M. Lawrence, Ceruc D. T., The Acquisition of Appetitive Pavlovian Conditioning in the Zebrafish, Danio rerio., McNair Symposium, CSU East Bay, Hayward, CA, 05/01/10
- L. Curys, N. Roy, Wendel, L., M. Delgado, M. Lawrence, & D. T. Ceruc, Behavioral effects of developmental glycinergic neuron antagonist exposure in the zebrafish, Danio rerio, California Association for Behavioral Analysis, 02/01/11
- Curys, L., Lawrence, M., Delgado, M., & Ceruc, D. T., The Detailed Time Course of Appetitive Delayed Pavlovian Conditioning in the Zebrafish., The 17th Annual International Conference On Comparative Cognition, Sponsored by the Comparative Cognition Society, Melbourne, FL, 03/01/10
- Ceruc, D.T., Curys, L., Lawrence, M., Delgado, M., & Wendell, L., Testing the IQ of a Tiny Fish., Research, Scholarship & Creative Activity Poster Exhibit, California State University East Bay, 03/01/10
Timeline
Program Assistant II
RSI - California State Bar
07.2019 - 12.2019
Senior Clerk
Los Angeles County Department of Children and Family Services
05.2018 - 01.2019
Intermediate Typist Clerk
Los Angeles County Department of Children and Family Services
03.2017 - 05.2018
Administrative Assistant
AppleOne
03.2016 - 03.2017
Teaching Assistant
University of California, Los Angeles
10.2012 - 10.2014
Research Assistant
California State University Eastbay
10.2009 - 10.2011
Technical Support/Office Support
Women and Minorities Doctoral Directory
10.2003 - 01.2011
Technical Support Specialist
Wind River Systems
03.1997 - 03.2000
Program Assistant
AppleOne - SEIU UHW-West & Joint Employer Education Fund
Graduate Research Assistant
University of California, Los Angeles
Customer Support Dispatcher
Wind River Systems
Graduate Studies (2 Out 5 Years in A PhD Program) Master's Level - Behavioral Neuroscience
University of California, Los Angeles
Teaching Assistant -
University of California, Los Angeles
Research Assistant -
California State University Eastbay
B.A. - Psychology, StaYsYcs
California State University, East Bay