Deploy, configure, and maintain on-premises and cloud-based servers, endpoints, and network devices to ensure seamless IT operations.Monitor and resolve hardware, software, and network connectivity issues proactively, minimizing downtime through root cause analysis.Manage over 1,300 user accounts, access control lists (ACLs), and group policies using Active Directory (AD) and other identity management tools.Implement and oversee comprehensive data backup strategies and disaster recovery plans to safeguard critical business information.Conduct regular audits to identify vulnerabilities and apply security patches, updates, and compliance measures.Collaborate with cross-functional teams to support IT operations, ensuring efficient end-user support for troubleshooting hardware, software, and system issues.Optimize system performance by monitoring key metrics, identifying bottlenecks, and recommending improvements.Develop and maintain detailed documentation, including standard operating procedures (SOPs), knowledge bases, and asset inventories to enhance operational efficiency.

Provide L1 to L3 support.Install, configure, and maintain servers, endpoints, and network devices.Monitor and troubleshoot hardware, software, and connectivity issues.Implement data backup and disaster recovery plans.Administer over 60 user accounts, ensuring data security.Conduct system audits and apply necessary patches and updates.Support end-users and IT operations.Manage system performance and optimization strategies.Maintain inventory and documentation.Stay up-to-date with industry trends and technologies.

Provide L1 to L3 support for Hellmann standard software and hardware, including direct daily interaction with the operations team for support and issue resolution.Deliver remote and on-site support for Hellmann standard software and hardware through various official communication channels, such as phone support, chat support, and ITSM tools.Monitor, document, and dispatch all incoming and existing tickets from the ITSM tool Service Desk queue, ensuring all are properly processed within the assigned SLA.Monitor the phone queue to ensure all calls are attended to, documented, and resolved.Document all requests and incidents through the corresponding ITSM tool, and monitor systems and services, escalating and reporting any problems to the required team immediately.Provide on-call support after hours, including weekends, following the established schedule as required by business operations.Follow up on and provide proactive customer updates for all tickets and problems reported to the service desk.

Maintain rental equipment, printers, and laptops.Train new hires.Provide L1 to L3 technical support.Manage JamfManage and improve Ubiquiti network.

Open a new store location.Purchase tools and store inventory.Train hires.Manage RMAs, buybacks, work schedules, etc.Manage inventory and purchasing.Diagnose and repair devices.

Open a new store location.Purchase tools and store inventory.Train hires.Manage RMAs, buybacks, work schedules, etc.Manage inventory and purchasing.Diagnose and repair devices.

Customer Relations: Delivered exemplary customer service, addressing inquiries and ensuring client satisfaction.Document Management: Oversaw the digitalization of physical documents and maintained an organized and efficient record-keeping system.Administrative Support: Executed a broad spectrum of clerical duties, including meticulous data entry and other essential administrative tasks.Financial Handling: Managed invoices and deposits, ensuring accurate accounting and timely transactions.Interdepartmental Coordination: Served as a critical nexus between departments, facilitating communication and ensuring seamless operations.

Product Refinement: Diagnosed and refurbished GSM unlocked Android Smartphones. Implemented optimizations to phone capabilities, modified system architectures, and software codes, leading to a marked reduction in product return rates and enhanced customer satisfaction.Policy & Process Development: Established policies, procedures, and controls in collaboration with overseas factory engineers in China to preempt and address prevalent technical challenges for current and forthcoming smartphone models.Technical Administration: Oversaw the assessment, implementation, and management of all company product software and hardware. Devised innovative procedures to bolster the performance of CellAllure's products, encompassing testing, quality control, and product deployment.Customer & IT Support: Supervised IT operations, provided customer support through varied channels, and addressed recurring issues with innovative solutions. Collaborated with internal teams to enhance the work environment and elevate customer service.Quality Control: Played a pivotal role in the product verification lab, testing products and replicating real-world scenarios as an integral part of the quality assurance process.Collaborations & Marketing: Partnered with the marketing team to produce and refine graphic elements such as images, logos, and videos. Assisted the sales department by providing detailed technical insights into company products.

Technical Diagnostics & Repairs: Conducted in-depth analyses and prompt repairs on a wide range of cell phones, ensuring the highest standards of service quality.Team Training: Onboarded and trained new technicians, imparting expertise and best practices to maintain the brand's reputation for top-tier repairs.Inventory Management: Oversaw the organization and management of replacement parts inventory, ensuring timely and efficient service delivery.Customer Coordination: Strategically scheduled repairs, maintaining transparent communication with customers about pickup timelines and service status.Technical Consultation: Collaborated with sales and customer service teams, providing valuable technical insights to enhance customer interactions and solutions.