Tier 2 Technician

• Oct 2023 - Present

Field Services Engineer T2

• Jan 2023 - Oct 2023

Service Desk Engineer

• Jul 2022 - Jan 2023

Provided outstanding technical support during each customer interaction (90% Windows Support/10% Mac OS Support).Resolved at least 15 tickets per day and maintained a Customer Success Score of 90% or higher.Notated each ticket with a problem and resolution and empowered customers by teaching them to solve repeat issues by maintaining an active presence in team slack channels.Accurately reflected the DeepNet mission statement by maintaining a positive attitude and maintaining six or more hours in the call queue each day.Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.Explained security measures in simple terminology to help users understand malware and phishing threats.Assisted infrastructure and network teams with client-facing projects.Worked with remote Technical Account Managers by providing proactive on-site work for clients. Show less

Manager

• Sep 2021 - May 2022

Maintained professional, organized and safe environment for employees and over 250 daily patrons. Troubleshooting of technological failures in telecommunications network for front of house P.O.S. and back office operations. Onboarded new employees with training and new hire documentation. Resolved customer complaints by actively listening to concerns and finding appropriate middle ground. Supervised labor costs and monthly expenses to remain in line with quarterly budget and cost of goods sold analysis Show less

Operations Manager

• Dec 2020 - Sep 2021

-Oversee day to day operations of company. - Attend meetings with executive team, managers, and leads to determine operational needs. - Develop and implement emergency preparedness procedures - Respond to emergencies involving clients or staff -Coordinate with Head of Security to ensure optimal readiness in the event of any emergency threat -Conduct drills to evaluate security responses -Coordinate with CEO and CFO to prepare and control budgets for operations -Monitor expenses of operations -Review financial reports to ensure quality of security services -Educate staff on emergency response action -Coordinate new training implementation -Monitor CRM software and usage -Develop standard operating procedures for each new account -Analyze data to form proposals for improvements (e.g. implementation of new training, technology, etc.) - Know the week to week hotpoints to be able to efficiently fix issues Show less

Site Lead / Supervisor / Specialist

• Sep 2020 - Dec 2020

Head Wrestling Coach

• Oct 2018 - Oct 2020