Core Responsibilities: • Resolve support tickets for Mobius and Tixt • Resolve help desk tickets - Change requests and configuration of MSP Software (Tools Admin) • Write/Update knowledge base articles • Upload process documents to TheEurekaCommunity.com • Review and finalize process documentation • Write and update SOP • Project Management • Process Consultant Accomplishments • Created 62 video walk throughs for our Knowledge Base Articles • Obtained Mobius Certification • Uploaded 70 new process documents to TheEurekaCommunity.com

Core Responsibilities• Management of the service desk, projects, knowledge base, vendor relationships, technicians, escalations, standard operating procedures, and help desk tools• Reporting on SLOs, KPIs, CSAT, NPS, and various reports for quarterly business reviews• Staff scheduling, resource planning, management of remote technician’s daily schedule,• HR duties including interviews, hiring, terminations, and disciplinary actions• Assist with tier 1 support and internal IT support as needed• Facilitate quarterly business review meetings• Process weekly invoices, time sheet approval, and expense approvalAccomplishments• Implementation and management of SLAs, SLOs, CSAT surveys, and KPIs to drive productivity, profitability, and client satisfaction• Developed and cascaded standard operating procedures• Developed and implemented managed services and a process to improve client documentation• Developed and implemented HR processes for hiring, onboarding, coaching and corrective action, one-to-ones, and annual reviews• Implemented ITIL 4 best practices• Established and maintained strategic partnerships to improve our service portfolio• Configured ConnectWise Manage setup tables (Manage service boards, project boards, workflow rules, internal and external communications, reports, member profiles, ticket and project templates, standard notes, and API Integrations

As Geek Squad Manager, I was responsible for both Precinct (computer and PC repair services) and Auto Tech Bay (auto installation fulfillment services). In this role, I was responsible for leading a team of agents responsible for providing a world-class client experience and driving exceptional business results. A few of my key responsibilities included scheduling, merchandising standards, expense management, inventory integrity maintenance, training my direct reports, analyzing financial and employee performance to formulate a strategic plan that will drive productivity and positive financial results, recruiting, hiring, retaining top talent, managing the establishment while on duty, maintaining inventory integrity, and managing the P&L.During my time as a manager on duty, I was responsible for both managing the store operations as well as the staff, including monitoring sales activity, employee productivity, merchandising standards, customer service, processing credit card applications, providing direction and management authorization when needed, resolving complex client issues, reviewing and generating management reports when needed.Direct Reports: 14 (Precinct and Auto Tech Agents)Indirect Reports: 136 (Store employees outside of Geek Squad)

My efforts have resulted in the expansion of business at my location and the hiring of one full-time position and four part-time positions for my department by maintaining a positive working environment and providing continuous feedback in the form of coaching in the moment, as well as weekly check-ins and monthly one-to-ones. My responsibilities included preparing and delivering annual performance appraisals for my direct reports. Whenever possible, I strive to develop my team into future leaders, both personally and professionally. As a result of my leadership in FY'16, my team finished in the top 10% of the company (88 out of 1046 stores). During the following 6 months, my team achieved and maintained the the number 1 store in the company.During my time as a manager on duty, I was responsible for both managing the store operations as well as the staff, including monitoring sales activity, employee productivity, merchandising standards, customer service, and processing, providing direction and management authorization when needed, resolving complex client issues, reviewing and generating management reports when needed.Direct Reports: 12 (Precinct and Auto Tech Agents)Indirect Reports: 50 (Store employees outside of Geek Squad)

The Back Office Leader was responsible for managing cash management processes, managing the schedules for all departments, managing office administration, managing accounts payable and receivable, labor management, managing interview schedules for leaders utilizing Kenexa software, and coordinating all new hire orientations. As well as providing transactional coaching to all members of the team, additional responsibilities included sales, answering client inquiries, and addressing client concerns.

I have provided excellent customer service while maintaining a positive performance driven sales experience for our customers and our team. I was responsible for achieving a set revenue per hour through top-down selling, new credit card applications, and the sale of product protection coverage.

As the Lead Assistant Store Manager, I was responsible for coordinating sales, service appointments, office administration, coordination of service shuttles, and inventory management. As part of my role, I also reviewed profit and loss statements, created and managed employee schedules, supervised new employee orientations, and recruited and retained the best talent in the store.

As the Assistant Manager, my responsibilities included hiring and onboarding new employees, payroll, daily deposits, weekly scheduling, customer service, and counting and maintaining inventory in order to order supplies and products for the daily operations of the company. In addition, I was responsible for managing the profit and loss statement. Direct Reports: 20

Book keeping, payroll, accounts receivable, accounts payable, invoicing, electicians assistant