Global Service Center Tier 1 Assistant Lead

• Mar 2018 - Present

Computer Operator II ESD Tier 1 Agent

• Sep 2014 - Mar 2018

•Critical initial point of contact for Army hospitals, personnel and clinical infrastructure to troubleshoot and resolve systems issues utilizing remote support. Ensures resolution or escalation of issues, ensuring prompt service and client satisfaction. Responsibilities include: • Troubleshooting Microsoft Office 2010, 2007 and Windows 7 • Use of Remedy, Bomgar, SCCM, RDP • Troubleshooting MS Outlook in exchange environment • Familiarity with and troubleshooting Active… Show more •Critical initial point of contact for Army hospitals, personnel and clinical infrastructure to troubleshoot and resolve systems issues utilizing remote support. Ensures resolution or escalation of issues, ensuring prompt service and client satisfaction. Responsibilities include: • Troubleshooting Microsoft Office 2010, 2007 and Windows 7 • Use of Remedy, Bomgar, SCCM, RDP • Troubleshooting MS Outlook in exchange environment • Familiarity with and troubleshooting Active Directory • Private/Public key infrastructure • 100% client satisfaction rate • Support via phone and chat Show less •Critical initial point of contact for Army hospitals, personnel and clinical infrastructure to troubleshoot and resolve systems issues utilizing remote support. Ensures resolution or escalation of issues, ensuring prompt service and client satisfaction. Responsibilities include: • Troubleshooting Microsoft Office 2010, 2007 and Windows 7 • Use of Remedy, Bomgar, SCCM, RDP • Troubleshooting MS Outlook in exchange environment • Familiarity with and troubleshooting Active… Show more •Critical initial point of contact for Army hospitals, personnel and clinical infrastructure to troubleshoot and resolve systems issues utilizing remote support. Ensures resolution or escalation of issues, ensuring prompt service and client satisfaction. Responsibilities include: • Troubleshooting Microsoft Office 2010, 2007 and Windows 7 • Use of Remedy, Bomgar, SCCM, RDP • Troubleshooting MS Outlook in exchange environment • Familiarity with and troubleshooting Active Directory • Private/Public key infrastructure • 100% client satisfaction rate • Support via phone and chat Show less

Repair Services Manager

• 2007 - 2014

• Oversaw repair queue maintenance for efficiency and productivity. Led multiple stores to become district leaders in turn time, averaging 3 days on a goal of 6 days or lower with an average of 600 repair tickets per month • Implemented company plan to rigorously diagnose smart phones to lower exchange rate. Trained agents on different phone Operating Systems and current known issues. Reduced exchange rate to an average of 200bps below company. Savings of over $7000 monthly • Established… Show more • Oversaw repair queue maintenance for efficiency and productivity. Led multiple stores to become district leaders in turn time, averaging 3 days on a goal of 6 days or lower with an average of 600 repair tickets per month • Implemented company plan to rigorously diagnose smart phones to lower exchange rate. Trained agents on different phone Operating Systems and current known issues. Reduced exchange rate to an average of 200bps below company. Savings of over $7000 monthly • Established clear performance expectations for each repair technician through training and evaluations leading to low repair times and only a 3% incorrectly closed repair tag rate compared to a 36% company average • Implemented new strategy to increase percentage of repairs being shipped back directly to client from a 15% average to 60% average or higher directly resulting in an average 5 day reduction in repair time. • Monitored workflow and business trends for both sales and repair divisions to accurately project labor requirements on a weekly basis. Kept labor expenses predictable and on target despite fluctuating business • Worked with store management to develop and test expansion of fee based in-store client trainings. Designed procedures and sales techniques to support the vision. Less than two months after implementation the store accounted for nearly one third of company sales for a paid training service, adding $1700 of high margin revenue • Cross trained employees in multiple positions to support meeting labor expectations while exceeding revenue and client satisfaction goals. Consistently kept labor within target while pushing revenues to 115% to goal or higher and repair times at half of expectation • Interviewed and hired 12 new positions to support company roll out of a test position. Trained employees in their new role and set expectations of best behaviors to support success. Monitored scorecard metrics looking for a boost in overall store revenue and client net promoter score

Repair Services Senior Team Lead

• 2005 - 2007

• Coached sales associates on company services offerings and attachment best practices and subsequently followed up on their performance through in the moment observations resulting in a 40% or higher services attach rate compared to a 20% company average. • Walked agents through troubleshooting methods and all resources (internal knowledge bases, forums, Lync). Helped them grow their knowledge, decreased turn time, increased client satisfaction • Taught problem solving and… Show more • Coached sales associates on company services offerings and attachment best practices and subsequently followed up on their performance through in the moment observations resulting in a 40% or higher services attach rate compared to a 20% company average. • Walked agents through troubleshooting methods and all resources (internal knowledge bases, forums, Lync). Helped them grow their knowledge, decreased turn time, increased client satisfaction • Taught problem solving and troubleshooting techniques such as binary troubleshooting and root cause analysis. Maintained knowledge of current common service issues and viruses related to repairs to assist repair agents as needed. • Created a bin system to organize client units to facilitate quicker and more accurate communication as well as shorter pick up times. Reduced average pickup times to around 5 minutes • Completed monthly one on one evaluations with every direct report to check training progression, updates on business priorities and discuss individual career goals. Also completed yearly performance reviews for each direct report evaluating effectiveness in position, areas of success and areas of opportunity. Had multiple direct reports promoted to leadership roles within the company. • Acted as a district resource for other Repair Service Managers. Helped them to find and interpret critical reports to help them maintain line of site on their department performance, helped advise on course of action to close any performance gaps. • Regularly spot checked existing repair work to be sure progress notes were thorough and clear as well as prioritizing work to maximize efficiency and lower overall repair times.

Owner, Freelance Design and Photography

• 2001 - 2006

Independently contracted with clients for end to end creation of photography and design jobs. Created product photography, product display boards, menu board, 100 plus page business manuals and flyers. Met with clients to establish job requirements and expectations. Clients include: Central Market, H-E-B Company, PrintArt Accurate Die Cutting & Printing, Gerard Roofing, Malarkey Shingles, Interceramic Tile, University of North Texas, Advent Supply Inc. • Matched design work and… Show more Independently contracted with clients for end to end creation of photography and design jobs. Created product photography, product display boards, menu board, 100 plus page business manuals and flyers. Met with clients to establish job requirements and expectations. Clients include: Central Market, H-E-B Company, PrintArt Accurate Die Cutting & Printing, Gerard Roofing, Malarkey Shingles, Interceramic Tile, University of North Texas, Advent Supply Inc. • Matched design work and collateral to fit with established branding. Created original artwork and design for everything from menu boards and vinyl signs to tri-fold flyers and t-shirts. • Designed weekly 10-15 page newspaper advertising insert with multiple regional variants. • Created a consistent workflow standard and collateral database to sustain in-house creation of weekly in-store advertisement call out signage. Grew from 4-5 signs per week to over 50 with a team of 3 designers across multiple locations. • Modified designs from external design houses to work with in-house production work flow that required multiple copy changes and edits. Reflowed and reformatted all text. • Stage photographer for University of North Texas Department of Dance, photographed performances and provided images for reproduction in print and web as well as for dancer and crew portfolios. • Experienced with wet and digital darkroom techniques. First-hand experience of complete production workflow from taking the photo, to post production to output. • Created workflow to streamline sorting, tagging and post processing large amounts of RAW image files. Show less Independently contracted with clients for end to end creation of photography and design jobs. Created product photography, product display boards, menu board, 100 plus page business manuals and flyers. Met with clients to establish job requirements and expectations. Clients include: Central Market, H-E-B Company, PrintArt Accurate Die Cutting & Printing, Gerard Roofing, Malarkey Shingles, Interceramic Tile, University of North Texas, Advent Supply Inc. • Matched design work and… Show more Independently contracted with clients for end to end creation of photography and design jobs. Created product photography, product display boards, menu board, 100 plus page business manuals and flyers. Met with clients to establish job requirements and expectations. Clients include: Central Market, H-E-B Company, PrintArt Accurate Die Cutting & Printing, Gerard Roofing, Malarkey Shingles, Interceramic Tile, University of North Texas, Advent Supply Inc. • Matched design work and collateral to fit with established branding. Created original artwork and design for everything from menu boards and vinyl signs to tri-fold flyers and t-shirts. • Designed weekly 10-15 page newspaper advertising insert with multiple regional variants. • Created a consistent workflow standard and collateral database to sustain in-house creation of weekly in-store advertisement call out signage. Grew from 4-5 signs per week to over 50 with a team of 3 designers across multiple locations. • Modified designs from external design houses to work with in-house production work flow that required multiple copy changes and edits. Reflowed and reformatted all text. • Stage photographer for University of North Texas Department of Dance, photographed performances and provided images for reproduction in print and web as well as for dancer and crew portfolios. • Experienced with wet and digital darkroom techniques. First-hand experience of complete production workflow from taking the photo, to post production to output. • Created workflow to streamline sorting, tagging and post processing large amounts of RAW image files. Show less

Camera and Computer Sales

• 2003 - 2005

Graphic Designer

• 2003 - 2003

• Responsible for acquiring and organizing digital assets • Designed collateral to match and unify client’s current brand image • Created comps and mock-ups for client meetings • Designed wraps and labels for display packaging • Created and converted art for screen printing and vinyl cutting • Responsible for acquiring and organizing digital assets • Designed collateral to match and unify client’s current brand image • Created comps and mock-ups for client meetings • Designed wraps and labels for display packaging • Created and converted art for screen printing and vinyl cutting

Graphic Design Intern

• 2001 - 2001

• Responsible for production of weekly flyer and ROP on tight deadline • Worked closely with Art Director to conceptualize new visual identity working mostly with the • Central Market brand • Created multiple mock-ups of advertising concepts • Responsible for production of weekly flyer and ROP on tight deadline • Worked closely with Art Director to conceptualize new visual identity working mostly with the • Central Market brand • Created multiple mock-ups of advertising concepts