Help Desk Technician

• Apr 2019 - Present

IT Service Desk at Progressive Insurance

• Nov 2017 - Oct 2018

- Led daily continuous improvement stand ups to address popular issues and to promote new innovative ideas. - Assisted on average 35 customers per day by diagnosing. troubleshooting, and resolving hardware, software, and network related issues. - Refined and improved existing documentation which increased workplace efficiency. - Participated in the Capstone program by mentoring and educating local high school students on Progressive's IT service desk. - Led daily continuous improvement stand ups to address popular issues and to promote new innovative ideas. - Assisted on average 35 customers per day by diagnosing. troubleshooting, and resolving hardware, software, and network related issues. - Refined and improved existing documentation which increased workplace efficiency. - Participated in the Capstone program by mentoring and educating local high school students on Progressive's IT service desk.

Desktop Support Specialist

• Jul 2015 - Aug 2017

- Developed efficient and effective customer service solutions to diverse and complex business problems. - Recommended equipment modifications and improvements. - Trained junior members of our IT Team. - Facilitated the implementation of innovative concepts and the promotion of new ideas. - Developed efficient and effective customer service solutions to diverse and complex business problems. - Recommended equipment modifications and improvements. - Trained junior members of our IT Team. - Facilitated the implementation of innovative concepts and the promotion of new ideas.

Information Technology Operations Support Intern

• May 2016 - Aug 2016

- Worked with stakeholders and a cross-functional team to lead the redesign of Nationwide's IT Service Desk SharePoint site. - Led and guided stakeholder meetings to gather requirements for various projects. - Created and deployed a virtual online form and repository for Nationwide's Continuous Improvement Ideas program used by facilities countrywide. - Worked with stakeholders and a cross-functional team to lead the redesign of Nationwide's IT Service Desk SharePoint site. - Led and guided stakeholder meetings to gather requirements for various projects. - Created and deployed a virtual online form and repository for Nationwide's Continuous Improvement Ideas program used by facilities countrywide.

Sales Associate

• May 2012 - Jun 2015

• Supervised a group of employees during monthly floor sets • Used communication skills to greet and assist customers efficiently and courteously • Performed store setup and closing tasks • Managed sales and provided great customer service • Developed and maintained positive relationships with customers • Processed merchandise and maintained stock levels of the company’s merchandise • Supervised a group of employees during monthly floor sets • Used communication skills to greet and assist customers efficiently and courteously • Performed store setup and closing tasks • Managed sales and provided great customer service • Developed and maintained positive relationships with customers • Processed merchandise and maintained stock levels of the company’s merchandise