• Constructed an advanced technical documentation package detailing both the current and legacy environments at Boeing Vancouver & The Boeing Company to further ease the learning curve of future IT personnel including services and tasks such as but not limited to Active Directory Users & Computers, Onboarding and Offboarding procedures, SSH and Samba permissions, Red Hat Enterprise Linux Log Investigation, Utilizing Red Hat Identity Management (IDM), and JIRA service request management.• Participated in a subsidiary integration project as a lead to image and deploy 250 new laptops to internal employees within a one-month time frame while constructing a 16-page technical document to provide end-users with detailed documentation to assist in the new laptop transition process.• Consistently was commended for being responsive, providing proactive customer service, and using advanced troubleshooting methods utilizing our JIRA ticketing system and through face-to-face interactions to process and archive approximately 60 tickets per week.• Utilized Active Directory Users and Computers and other administrative tools to administer and create new international and domestic user accounts as an IT administrator through security groups, attributes, and organizational units to assist in the onboarding process and management of new and current personnel.

• Communicated with challenging clients on a daily basis and provided help with technology related issues.• Upsold premium support and protection plans and services to clients that have their computers fixed or repaired, including but not limited to: PC Tune Ups, Diagnostics, and Setups resulting in extra revenue and sales.• Developed and maintained personal relationships with clients while providing excellent customer service and establishing a repeat clientele.• Diagnosed computer related issues and provided a detailed diagnostic report to the client with necessary further actions to complete repairs.• Consistently upgraded my knowledge with online e-learning modules to learn about the newest trends and products in the technology industry to provide clients with a greater customer service experience.

• Provided customers with knowledge in numerous technologically related fields including: Networking, Audio, Computers, Printers and Cameras.• Assisted customers in finding the required equipment for their respective needs and upsold other accessories to improve daily sales numbers and gross margin.• Pitched premium protection plans to customers to ensure they are fully covered for their purchases.• Supported the cellular department as a “Mobile Assist” when there was not enough coverage by forming electronic contracts and providing customers adept knowledge regarding cellular devices and plans with various cellular carriers.• Consistently recognized by management for excellent customer service and as a valuable employee for adjusting my role to three different departments.