Experience

University Enterprises, Inc.

• United States
• Higher Education
• 1 - 100 Employee

• IT Service Desk Contractor

  • Jul 2022 - Present

  ● Triage calls, emails, and create service, equipment, and/or incident request ticket(s) using the Cherwell Ticketing System. ● Conduct in-person and remote troubleshooting to resolve hardware and software issues for 5,000+ users. ● Assist internal and external clients to resolve technical issues from received calls, achieving an 80% first-call resolution ratio. ● Create service, equipment, and incident request tickets and assign it to the correct team to ensure service meets or surpasses SLA. ● Provide high-quality of customer service while utilizing communication, problem-solving, interpersonal, time management, and attention to detail skills. ● Utilizing troubleshooting techniques (analyzing, researching, diagnosing, resolving, and documenting) when providing technical support to internal and external staff and customers ● Provide Tier 1 & 2 technical assistance such as password resets, printer issues, network drive issues & etc. ● Utilized Active Directory, Bomgar, System Center Configuration Manager, Citrix Administrator, TEAMS, and Outlook when performing in-person and remote technical assistance. ● Develop support document processes, procedures, and protocols for internal stakeholders to use. ● Assisted in designing and implementing Power Automate workflow that reduced manual data entry by 40% ● Image laptops, desktops, tablets, and VDIs for refresh projects ● Install, configure, and maintain desktop computer workstations (VDI, Windows desktops, laptops, print, and scan devices), laptops, and peripheral equipment. Show less



California Family Fitness

• United States
• Health, Wellness & Fitness
• 200 - 300 Employee

• Deck Attendant

  • May 2022 - Jul 2022

  ● Assisted in maintaining inventory control of pool supplies and equipment, ordering replacements as necessary. ● Conducted routine water quality tests, adjusted chemical levels as needed, and recorded test results in compliance with health and safety standards. ● Communicated and collaborated with staff of all levels using GroupMe and Transceivers. ● Analyze, research, interpret, and communicate with guests regarding laws, regulations, policies, and procedures. ● Spoke with guests and colleagues using clear and professional language; providing exceptional customer service to ensure guest satisfaction. Show less



Seafood City Supermarket

• United States
• Retail Groceries
• 100 - 200 Employee

• Stock Clerk

  • Aug 2019 - Jan 2020

  ● Provide technical guidance and assistance for any technical difficulties experienced with the laptop computer used for inventory management. ● Provided excellent customer service by promptly fulfilling stock requests and addressing inquiries. ● Performed data entry tasks to update inventory records and track product movement. ● Participated in periodic inventory audits and helped implement process improvements to enhance inventory control. ● Provide technical guidance and assistance for any technical difficulties experienced with the laptop computer used for inventory management. ● Provided excellent customer service by promptly fulfilling stock requests and addressing inquiries. ● Performed data entry tasks to update inventory records and track product movement. ● Participated in periodic inventory audits and helped implement process improvements to enhance inventory control.