IT Specialist

• Dec 2021 - Present

Support Manager

• Feb 2008 - Jun 2021

• Impacted efficiencies by improving overall customer experience. • Improved customer support efficiency by streamlining team support activities. • Standardized responses to common issues by creating a knowledge base. • Focused on team member development, training, coaching, and performance reviews for a team of 15 support technicians. • Achieved customer satisfaction score ratings from 7.6% to 9.3% out of 10%. • Developed a new plan for incoming calls to the support queue, decreasing missed calls and calls to voicemail by over 90%. Show less

Digital Imaging / Wireless Supervisor

• Feb 2004 - Jan 2008

• Implemented procedures to maximize sales. • Planned and prepared work schedules, assigning employees to daily tasks. • Available to help customers with their purchases. • Managed department and supervised employees. • Maintain a friendly and helpful environment, always ensuring that customers were satisfied. • Assisted with daily operations, including opening/closing, dealing with complaints, hired and coached new hires. • Implemented procedures to maximize sales. • Planned and prepared work schedules, assigning employees to daily tasks. • Available to help customers with their purchases. • Managed department and supervised employees. • Maintain a friendly and helpful environment, always ensuring that customers were satisfied. • Assisted with daily operations, including opening/closing, dealing with complaints, hired and coached new hires.

Front Office Manager / Computer IT Services

• Dec 2006 - Jul 2007

• Performed penetration and vulnerability testing on networks. • Worked monthly maintenance and reports for windows server 2003 and XP computer systems. • Troubleshooting of hardware and software problems. • Performed opening and closing procedures while performing daily operations for billing and invoicing. • Performed penetration and vulnerability testing on networks. • Worked monthly maintenance and reports for windows server 2003 and XP computer systems. • Troubleshooting of hardware and software problems. • Performed opening and closing procedures while performing daily operations for billing and invoicing.

Merchandise Manager

• Apr 1996 - Jul 2003

Maintain a friendly and helpful demeanor, always ensuring that customers are completely satisfied. Achieved and maintained #1 Regional Store TAP for 9 months. Planned and prepared work schedules for employees. Assisted with daily operations, including opening/closing, processing transactions, dealing with complaints, monitoring stock and ordering merchandise, P&L responsibility, budgeting, hired and coached new hires. Maintain a friendly and helpful demeanor, always ensuring that customers are completely satisfied. Achieved and maintained #1 Regional Store TAP for 9 months. Planned and prepared work schedules for employees. Assisted with daily operations, including opening/closing, processing transactions, dealing with complaints, monitoring stock and ordering merchandise, P&L responsibility, budgeting, hired and coached new hires.