NSOC Systems Engineer

• Dec 2022 - Present

System Engineer

• Mar 2021 - Jan 2023

Desktop Engineer

• Nov 2019 - Mar 2021

Service Desk Analyst

• Sep 2017 - Nov 2019

Serve on the Universal Queue Team providing project coordination and technical assistance to clients of a corporation that develops, installs, and supports IT solutions for large–scale organizations and maintains Preferred Partners relationships with Apple, Polycon, Lenovo, HP, Dell, and Microsoft. Second level support for US financial retail with a customer base of nearly 1,000 stores and have serviced over 50 million loans. Project budget $500K with new hardware (Panini/ Excella magtech scanners) installation and support. Managed US Stores with new or replacement computer system, processed issues, find replacement or order new machine, worked with multiple departments across the board in ensure satisfactory installation and delivery set up Support multiple clients in diverse industries, maintaining an active password matrix for each company to expedite access and provide rapid, courteous responses in fielding 5 to 60 calls daily Ensure compliance with corporate policies, procedures, quality control protocols, and customer service standards in supporting clients with differing IT systems and using multiple ticketing programs, including SARTRAC and Service Now. Technical Writer/Communicator for clients and updating their Knowledge Base Articles in HTML 5 doctype notation. Gather, create and Refine content to client satisfaction by enabling increase in customer self-service and reduced calls to support. Display the ability to read the audience and apply active listening skills to elicit pertinent facts, assess concerns, determine root causes of issues, and provide remote assistance using LogMeIn, Bomgar, and other tools to quickly resolve problems Project management by analyze, troubleshoot, resolve, and document inquiries that range from minor user issues to major system failures to minimize downtime for such vital IT resources as a nation–wide law enforcement database maintained by the U. S. Department of Justice Show less

Shift Supervisor

• Jul 2015 - Sep 2017

Supervise staff and insure all tasks are being completed and store is up to cleanliness standards Maximize use of staff to ensure all customers are well taken care of and drinks are made promptly Collaborate with store manager to ensure sales goals and food waste goals are met. Create a safe environment for guests and staff while strictly adhering to corporate regulations. Provide a "second home" environment to ensure staff and customers are welcome Achieved Top ranking cleanliness scores for district while increasing food sales and lowering food waste. Compile new routines in order to help flow of store daily activities and create a more supportive work environment. Maintain money management for the store to ensure all registers, safes, deposits, and change orders are completed in timely manner Assists the Manager with reporting, analysis, or training and testing tasks. Ability to manage multiple tasks with aggressive timelines; highly organized with the ability to prioritize demand for self in a fast paced environment. Excellent customer service skills and telephone skills Strong written and verbal skills as well as problem solving skills Must be able to work independently and as part of a team Greet customers as they arrive at the Starbucks outlet and inquire into their orders. Provide customers with information on popular coffee blends. Listen and take orders, enter into Point of sales system. Provide customers with price information and billing stubs. Ensure that any complaints are entertained in a positive manner with a view to keep patrons happy and ensure recurring business. Take payments for coffee sold and tender change. Help other stores when they call with any technology issues with point of sale system, mobility orders, clients apps, log in issues, printer issues, and inventory data. Show less