Operations Analyst

• Jan 2022 - Present

Service Desk Analyst

• Jul 2019 - Present

• Tasked with assisting Warner Music Group from transitioning from an Offshore outsourced IT Group to internal IT groups and giving input/feedback on processes and workflows.• Collaborate with Domestic and International teams on PowerShell Scripting & Automation.• Tasked with administrative jobs with Active Directory, Office 365, Okta Authentication, Citrix XenApps, XenDesktops, Azure Virtual Desktops.

Service Desk Analyst

• Jun 2017 - Jul 2019

•Answer incoming support phone calls from users in a timely manner. •Opening, maintaining, responding and resolving to tickets that come into queue through Service Now ticketing system in a timely manner either remotely or in person. •Maintain, analyze, and troubleshoot computer systems, hardware, and computer peripherals over the phone or in person. •Identify and analyze product failures such as Microsoft Outlook and Microsoft Office. •Troubleshoot and remedy issues such as computer viruses, malware, software, and driver compatibility. •Determine and recommend which products or services best fit the user needs. •Image/Reimage PC’s and Mac’s through SCCM, PXE, or Casper JAMF. •Install and configure Microsoft Intune to user’s iPhones, iPad, or Android devices remotely or in person. •Install applications to PC's or Macs, manually or through Microsoft Active Directory/SCCM Software Center or Casper JAMF. •Perform upgrade to new Microsoft Office365, which included upgrades from older Microsoft Office suites to Microsoft Office Pro Plus 2016 for PC and Mac. •Maintain inventory of PC’s, Macs, and printers, in Service-Now database. •Conduct daily test of conference rooms and Crestron panel when needed. This includes video conferencing equipment, and DVD and HD Cam players. Show less

Inventory Control Expert

• Sep 2016 - Jun 2017

• Facilitate transfer of merchandise to Product Advisors on the floor in a timely fashion • Responsible for the set-up, distribution, and collection of in-store communication devices, point of sale devices, and demonstration devices • Involved with the acquisition and preparation of new demonstration items required as per the weekly/monthly floor sets • Responsible for maintenence of demonstration items on a weekly/break-fix basis • Schedule technical and training appointments for customers through ERP CRM/website • Accurately receive merchandise into the store using Microsoft Dynamics AX • Maintain organization of the stockroom as per standards • Perform daily cycle counts and research as required • Ship/transfer merchandise to and from stores and warehouses • Ensure all price changes are completed using signage and labels accurately, in a timely fashion Show less

Information Technology Intern

• Jun 2016 - Aug 2016

Responsible for assisting in deploying hardware with corporate image for a large network of users and diagnosing any software or hardware related issues with any PC, MAC, and Mobile. Assisted in updating and populating internal Knowledge Base with relevant articles. Articles relating to internal applications and common troubleshooting steps for internal applications and other common products (Office 365, Windows 7, Windows 10, Citrix). Responsible for assisting in deploying hardware with corporate image for a large network of users and diagnosing any software or hardware related issues with any PC, MAC, and Mobile. Assisted in updating and populating internal Knowledge Base with relevant articles. Articles relating to internal applications and common troubleshooting steps for internal applications and other common products (Office 365, Windows 7, Windows 10, Citrix).

Product Advisor

• Oct 2015 - Jun 2016

Responsible for advising customers on latest products and services based on their needs. As well as assisting with one on one Personal Training and Holding workshops for Windows,Office, and Community Events. Responsible for advising customers on latest products and services based on their needs. As well as assisting with one on one Personal Training and Holding workshops for Windows,Office, and Community Events.

Sales Associate

• Oct 2014 - Oct 2015

Responsible for the complete solution for any customer that comes into contact with a sales associate with as well as staying on top of all knowledge of anything technology related, including services. Responsible for the complete solution for any customer that comes into contact with a sales associate with as well as staying on top of all knowledge of anything technology related, including services.

Information Technology Intern

• Jun 2015 - Aug 2015

Responsible for assisting in deploying hardware and images for a large network of users as well as diagnosing any software or hardware related issues with any PC, MAC, and Phone (iOS,Android,Blackberry). Projects included: B&T Disaster Recovery Deploy Laptops for new application rollout. Responsible for assisting in deploying hardware and images for a large network of users as well as diagnosing any software or hardware related issues with any PC, MAC, and Phone (iOS,Android,Blackberry). Projects included: B&T Disaster Recovery Deploy Laptops for new application rollout.

Senior Cast

• Oct 2011 - Oct 2014

Responsible for : managing floor members completing daily tasks dynamically changing duties depending on business needs. Responsible for : managing floor members completing daily tasks dynamically changing duties depending on business needs.