o Department lead in Reverse Receiving for assets that require troubleshooting, testing, grading, or reimaging.o Department lead in New Hire and Leavers for assigning the correct assets to new employees and verifying that correct software and data have been installed. o Responsible for overseeing leave process for employees leaving the company and ensuring users have returned all assets as well as transferring or deleting all data.o Provide Quality Assurance on new and existing assets to provide confidence that quality requirements have been fulfilled prior to assigning assets to users.o Receive, sort, and assign anywhere from 30 to 50 laptops, tablets, and cellphones per day.o Sort assets by model, device type, and gradeo Update asset information on ServiceNow and Jirao Troubleshoot assets and test any issue reported in ticketing system.o Communicate with users using Slack or Teams to recreate any issues they were experiencing.o Test hardware and software thoroughly with the intention of finding many errors to ensure assets are working properly and are ready to be deployed. o Grade assets (A through D) to separate which assets can be redeployed and which need repair or disposal.o Unaided in creating a system, which included a master sheet as well as a filing system, that organized a project that had no prior structure or S.O.P. via Google Sheets for assigning and receiving assets.o In charge of holding monthly meetings with upper management to address any questions or concerns.

o Diagnose and troubleshoot basic-to-advanced hardware, software, network, or mobile device problems; escalate issues to specialized staff or technical team leads when necessary.o Communicate at a complex level across various departments to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints.o Responsible for ensuring that all requests for assistance or service are handled in a timely manner and to the satisfaction of the users/customers. I exceed a required quota of 10 completed tickets per day with an overall satisfaction rate of 98%.o Windows 10 desktop and laptop computer support.o Microsoft Office 365 suite installation, configuration, and support.o Submit clear and concise documentation within the Agency’s problem tracking system (Remedy). Achieves desired metrics in accordance with department policies. I average 12 completed tickets per month with the required quota being 10 tickets per month.o Monitor network activities to identify and/or assist in resolution of continuing problems or unusual situations.o Conduct appropriate training to customers and/or other IT support staff as required to enhance their individual technical skills.o Participate in special projects, QC/Testing, and other duties as required.o Communicate with users via phone, email, or communication platform. (Slack, MS Teams)o Remote into user’s computers to troubleshoot, perform install, and run software or computer updates. o Perform advanced IT procedures such as software installs, re-imaging of computers, and computer hardware installs (Monitors, docking stations, desktops, etc.)o Responsible for asset tracking using Agency’s tracking system (Service Now) by separating hardware into several categories (Grade A, B, C, disposals, donations, etc.).

o Test new software and search for any errors before it is released to the public. My investigation was required to be very precise and thorough. I would find anywhere from 20-30 errors, from big to small, for any new or existing software. o Performed tests on company owned apps such as TestFlight, Incoming by SalesVu, Welcome by SaelsVu, SalesVu POS for iPad, and OrderUp by SalesVu, with an emphasis on making the software crash.o Create websites pages for different businesses as a sample for potential clients using SalesVu website. Clients varied anywhere from local food trucks, art boutiques, startup technology shops, barber shops, to vape shops. o Create step-by-step guides on how to use the SalesVu website/appso Document, report, troubleshoot and correct any issues found on the website/appo Install software on different devices such as iPhone, iPad, MacBook, tablets, and laptops to test and make sure they are functioning properly.o Created hypothetical scenarios using my expertise on the product to predict future issues.

Provide Support and Service• Support network hardware and software • Set up and upgrade computer systems• Provide application training to end users, as needed• Perform administrative tasks and maintain documentation, as necessary• Assist in setting up staff with Apple ID’s, emails, as well as various applications that are requiredTroubleshoot • Computer and other IT equipment problems and provide resolutions• MS Office/Office 365 end-user issues• LAN/WAN connectivity issues • Network systems, including printers, firewalls, servers, and more• Perform office visits and correct any technical issues with little to no supervision• Assist with various daily online cases • All other IT-related hardware and softwareKnowledge of and experience with • Network concepts, hardware and software, including Microsoft operating systems• OS X, iOS, and Android operating systems• Remote desktop connectivity applications, such as TeamViewer• Backup solutions, terminology, methodology

• Assisted new Apple product owners get started and current ones get quick, efficient support, developing strong, positive relationships with Apple.• Ensured the care of customers with advice or a solution on the spot, using my knowledge of current Apple technology to help with iPod, iPhone, and iPad devices.• Provide personal training for new customers, helping them acquire the basic skills they need to get started on photo, video, and music projects.

• Maintained and managed multiple advertising billboards• Received special orders that required editing and designing• Communicated with customers to create custom ads• Troubleshoot systematic errors such as malfunctions to electric panels. • Created designs and ads using editing software such as Adobe Photoshop, Illustrator, and Premiere Pro.