As a Dispatcher, I played a crucial role in efficiently managing incoming service desk tickets, both via phone and email. My responsibilities included: Providing prompt and effective triage to incoming service desk tickets, ensuring a rapid response to client needs, skillfully prioritizing tickets based on their severity and client priority, guaranteeing that high-impact issues received immediate attention leveraging ConnectWise to streamline the triage process, enhancing efficiency and issue resolution, swiftly addressing and resolving tickets when issues could be quickly resolved, leading to increased client satisfaction, managing and organizing the ticket queue to ensure that emergencies were promptly addressed, maintaining a smooth workflow, generating end-of-week reports on tickets and trending issues, allowing the team to proactively address recurring problems and improve service quality.

In my previous role as an IT Repair Technician, I excel in diagnosing and resolving both hardware and software issues for Dell devices. I conduct thorough diagnostics, accurately identifying problems and providing efficient solutions. Additionally, I reimagine operating systems, ensuring that Dell devices are up-to-date and functioning optimally. I prioritize device longevity by performing routine maintenance, clearing debris, and implementing preventive measures to minimize future issues. Using record-keeping tools, I manage parts orders, track devices awaiting repair, and coordinate their return to clients. With a clean and organized workspace, I ensure that all tools and equipment are readily accessible for repairs.

As a Service Desk Analyst, I excelled in troubleshooting and resolving IT-related issues for a large user base. With comprehensive knowledge of computer systems and applications, I efficiently resolved software, hardware, and connectivity problems. Delivering exceptional customer service, I consistently met call handling goals while handling a significant volume of calls. Administering accounts and ensuring secure user access, I executed password resets and maintained strict security protocols. With a diverse range of technical troubleshooting skills, I swiftly resolved issues with various devices and peripherals.

I returned to Publix in June and have worked my way up to the Customer Service Staff position. I had responsibilities such as supervising service clerks and cashiers, performing money services, performing refunds and exchanges, performing duties within the cash office, and I have also had plenty of experience with cleaning tasks as well.

I have worked on weekends as a bagger/service clerk. I have carried out responsibilities such as cleaning chores, transaction-based assistance, and providing carryout services.