Experience
Tier 2 Technical Support Analyst
Saint Charles Community College
- Spearheaded a groundbreaking warranty claim process in collaboration with hardware and product engineers, resulting in the highest-value educational warranty claim in Apple's history
- Migrated and implemented an updated asset management system successfully, including necessary research, templates, custom PowerApp for auditing, and training materials.
- Configured servers and VR simulations for workforce development classroom technology solutions.
- Streamlined processes for updating and managing the internal knowledge base, utilizing technical skills in content management systems and video editing software.
- Implemented necessary technical solutions for seamless operation of the eSports facility, including managing account services and device support, showcasing proficiency in server configuration and IT support.
- Developed and utilized AI training modules to enhance the technical skills of the IT Tier II team members.
Information Technology Specialist
LanServ
- Utilized technical expertise in networking and system administration to troubleshoot and resolve client issues promptly.
- Implemented, configured, backed up, and maintained systems.
- Leveraged technical skills in networking and software troubleshooting to streamline problem-solving processes with vendor support teams.
- Developed solutions using Shell scripting for streamlining device deployment processes.
- Employed technical skills with Drive Recovery Tools and Linux operating systems to create data recovery processes.
Retail Sales Consultant
AT&T
- Cultivated long-term relationships with customers by ensuring solutions offered aligned with customer preferences and needs.
- Achieved a customer satisfaction rating of 95% by actively listening to customer needs, providing tailored solutions, and following up on requests promptly.
- Installed, maintained, diagnosed, and resolved end-user inquiries and service requests related to the operation and use of telephones, tablets, computers, and other connected devices.
- Utilized technical skills in data management and system administration to ensure seamless operations and mitigate potential disruptions while working with customer devices.
- Set store sales records for Digital Life, Accessories, and Broadband internet by proactively engaging with customers and demonstrating product benefits.
In-Home Expert
AT&T
- Resolved connectivity issues through effective troubleshooting and diagnosis, ensuring seamless operation of home internet services.
- Enhanced client experience and loyalty by delivering prompt solutions, leveraging strong problem-solving abilities.
- Maximized revenue by cultivating relationships, retaining customers, acquiring new clients, and successfully up-selling products and services.
Guest Service Team Lead
Target
- Achieved promotion from Guest Service Attendant to Guest Service and Front End Team Leader within 6 months by consistently exceeding performance targets and demonstrating exceptional leadership skills.
- Managed, interviewed, trained, and motivated team members and new hires, focusing on improving Red Card attainment performance.
- Implemented new front-end practices resulting in a 75% increase in Red Card sales, leading to higher store profits and customer satisfaction ratings.