During my time at the Franchise World Headquarters or Subway Headquarters my role was with The Support Center where I answered calls that come in for franchise owners or HQ employees.During these calls I have to listen for details and take note of them in our ticketing system for documentation. This is where some of the customer service skills I have developed come into play as the person on the other line can be stressed or upset about the reason why they are calling in and need a friendly voice to help guide them. Generally, information is gathered through asking questions and listening to what they have to say.During the call I have to diagnose and troubleshoot their technology issue whether it is with the point of sales system, software or even a Subway related website. This is done generally though remote software in a windows environment. There is also a knowledge base for some of the more common solutions that I have contributed to. When the troubleshooting is over the ticket is categorized and submitted to our database of past tickets. As for HQ users, the same is relevant for their calls but a few times a week I am stationed at a TechBar where it is a walkup option rather than a call in. This is where I can speak face to face with whoever walked up and properly diagnose their issue in a more physical hands on approach.While I was employed at Subway I have obtained my CompTia A+ certification and am currently working towards their Network+ certification with plans on continuing with the Security+ and other certifications.

During my time with Stop and Shop my customer service skills started to develop. At first, I had started pushing carriages and making sure that customers had them in order to shop but I had eventually worked my way into the grocery/dairy department.While in the department I had to assist customers where able, whether it was finding items or directing them to where the items are located. There were times where I had to write down what they had wanted for special orders or orders that were recurring.Some other responsibilities I had were keeping store displays neat and organized, stocking the days drover load, loading and unloading the delivery trucks, and breaking down the department so that it would look neat and organized.

The Knights of Columbus had me in a very professional environment that gave me my first take on how a traditional office is run and how it feels to be apart of a bigger team.Though my time was short due to only being an intern I had a lot of great exposure. In terms of my responsibilities the team lead had me write up a change management documents on an application called Elixir, which was to help with creating pamphlets. I had to describe what the program did, what other applications if any it may affect and an expected time it was to be deployed.I had updated and created various other smaller documents and coordinated with the team lead for proper resolutions for the tasks I was in charge of. This got me involved with working with the team and sticking to a timeline in order to get everything done.

The Education Technology department is where I had my first professional experience with information technology and assisting with technology related issues.I had started in one of the school’s computer labs and had helped out with general issues with Microsoft Word and other Office programs. These would range from formatting pages to general how-to.I was later moved into the office environment under the same department where it was a fairly different experience. This is where we would get phone calls from professors asking for help with their class room equipment ranging from audio visual to their very own work stations. While in office, my duties were to help set up the common room for presentations, go to class rooms before class start to make sure the equipment was in working order, track and deliver requested equipment, and try to prevent other issues with technology