• Providing hardware and software support to a diversified staff and continuing care resident-user population supporting Mac, Windows OS, Android, iOS, Xfinity, & various other smart home devices.• Diagnosing and resolving hardware, software, and network issues for residents and team members, ensuring uninterrupted operations, and providing helpdesk support.• Maintaining accurate documentation, contributing to a knowledge base, and actively participating in knowledge-sharing sessions.• Monitoring, operating, and coordinating computer hardware, software, and peripherals to achieve desired results, ensuring smooth delivery of technology services.• Support retirement residents with computer equipment, software, and diagnostic tools, addressing customer assistance and computer operations assignments.• Provide excellent email, phone, and in-person support, demonstrating strong interpersonal skills for effective communication with non-technical users.• Perform routine tasks, updates, and upgrades to sustain the stability and security of the IT infrastructure.

- Configuring, installing, and supporting desktops, laptops, handheld devices, printers, monitors,portable data storage devices, and other peripherals.- Providing enhanced VIP desktop and user support service.- Configuring IT devices for secure operation, including installation of security software, softwareupdates, and other configurations as required.- Providing software support for users of NIH-provided applications (as identified by the task).- Ability to work well under pressure and to meet deadlines as needed.- Using an IT ticket system, responsible for receiving and tracking the trouble tickets, assign them to atechnical specialist for action and ensures that their tickets are resolved, and closing out with thecustomer and in the system.

Desktop Support Technician supporting the National Institutes of Health Office of the Director, Office of Information Technology based in Rockville, MD.Responsibilities:- Provide hardware and software support to a diversified staff and end-user population- Configure, install, and support desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals- Provide enhanced VIP desktop and user support service- Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required- Provide software support for users of NIH-provided applications- Use ServiceNow. an IT ticket system to receive and track the trouble tickets, assign them to a technical specialist for action, and ensures that tickets are resolved, and closing out with the customer and in the system

The IT Support Technician, Tier 2 for MyEyeDr. works as a part of an associate support team within the IT Department. They are responsible for providing remote and occasional on-site technical support for a multiunit optometry company based in Vienna, VA, with offices throughout the continental U.S. The IT Support Technician possesses exceptional problem-solving abilities, effective written and oral communication skills, and is capable of promptly resolving technical concerns of all associates. Overall, the IT Technician contributes to the technological efficiency of operations within the company.

• Assist with the continued growth of the Service Desk by motivating and supporting the service desk agents.• Provide daily direction to the team in support of customer or management goals.• Provide a continued evaluation of the current process or procedures. Work with management/customer in suggesting methods to improve operations, efficiency, and service.• Made sure that new procedures are in line with the ITIL framework• Performed Quality Assurance checks of tickets and calls processed by the team• Address disciplinary and performance issues according to company policy. Prepare warnings and communicate effectively with employee's notices and make sufficient/appropriate decisions relative to corrective action as required.• Established a sense of trust amongst stakeholders by building positive, lasting business relationships with IT Global Operations• Able to assist with the preparation of any daily reports provided to customers or management.• Work with supervisor/manager to create and conduct monthly reviews / 1:1’s.• Work with the team to prioritize tasks, which led to a reduced number of Major Incidents and SLAs daily.• Assist with implementation of new services to the Radian Service Desk

• Act as a single point of contact for phone calls and emails from staff regarding IT Auditing and User Access Reviews. Perform User Access Reviews for SOX/SOC1/ SOC2 Compliance.• Utilize Access Auditor to perform User Access Reviews for All Applications across the Client Environment.• Audit and Assist with the Cleanup of Active Directory Groups and Servers, Office 365, and SharePoint User Permissions. Audit Active Directory Groups and Server Power Users.• Work with System Owners to Setup Auditing Reviews of Applications once put in production.• Train new Service Desk Analysts and assist Team Lead with management duties such as managing the queue, escalation calls, complaint handling, assisting other analysts with issues, managing problem tickets, and trendspotting.

• Receive, log and manage calls from internal staff via telephone and email.• Escalate unresolved calls to the infrastructure support team; Log all calls in the Service Desk Call Logging system (Service Now); Assist with Browser Troubleshooting (Internet Explorer, Firefox, Chrome).• Troubleshoot iPhone, Android, iPad, VPN, Wireless devices.• Take ownership of user problems, follow basic Windows & Office Troubleshooting, follow up the status of issues on behalf of the user with other departments, and communicate progress quickly.• Heavy Microsoft Office 2010, 2013, 2016, 2019, Office 365 Troubleshooting. Adding Shared Mailboxes, Calendar, Excel Issues, Word Formatting Issues. Creating Templates, Outlook Search Folders, PowerPoint, Recording Macros, SharePoint, Exchange Archiving System for Outlook. User permissions in SharePoint• Assist users with Cisco IP Phones, Cisco Jabber, Cisco Finesse, Adobe Distiller, Acrobat Pro, Remote Help thru LogMeIn.• Assist with accessing Axway File Sharing Services, Single Sign-on via OKTA, Software Center, SCCM.

• Make families feel safe, more connected, and to inspire the world that great service still existed• Deliver an exceptional customer experience, the ability to problem solve in critical situations, and exemplify positivity and collaboration.• Act as the key liaison between the customer’s needs and the security-first smart home services• Support customers through their home security, home awareness, and home control products that revolutionize the way customers interact with their homes.• Assist new customers via telephone support while they set up their equipment in their home through our DIY self-install model• Perform system configuration & verification, account activation and customer orientation• Guide customers through integration of video cameras with their home broadband network• Provide in-depth assistance over the telephone to customers with questions

• Provide on call support to the customers and resolved issues remotely over the phone.• Assist new customers via telephone support while they set up their Frontpoint security equipment in their home or business including performing system configuration, account activation and customer orientation, utilizing Frontpoint vendor websites • Guide customers through integration of video cameras with their home broadband network• Provide phone assistance and answers to customers’ questions and document all customer interactions in database and update and close the tickets using the work bench ticketing system.• Email product information guides and insurance certificates process additional equipment orders and replacement of defective equipment

Deliver a great customer service experience and being comfortable talking to various group sizesIncrease sales and brand awareness of the client’s productsConduct product demonstrations to consumersServe as a liaison by developing deep in-store relationships and relationship builder with retailer and store associatesEducate store reps and develop in-store relationshipsDisplay a professional demeanor while representing the client and BDSMaintain product displays and product functionality while in storeComplete all administrative duties and reports in thoroughly in the prescribed manner

• Fielded calls from Vector Security’s inquiring customers about the services that Vector Security can provide.• Called Customers about Home Security System Upgrade due to Cell Phone Tower Upgrade.• Processed all inbound Customer Service and Technical Service Partner calls.• Ensured accurate and timely completion of all call logs pending customer call-back and research due to any reported issue.

• Assisted the retail stores in the facilitation of mini box fulfillment, greeting, assisting in customer flow, inventory management, product demonstration, customer education and parking lot enforcing.• Logged customers into a line management system and assisting with the client's flow within the store.• Worked with store leadership to ensure inventory levels are maintained to facilitate smooth customer flow and experience.

• Updated and Maintained the University Information Outreach Database. • Handled all data entry under the direction of the Information Manager. • Compiled, cleaned, sorted and verified the accuracy of data before processing. • Maintained office environment and administrative duties.

• Created website contents for company websites.• Updated online pricing and maintain Amazon® Buy Box Status.• Checked online order status, and fulfill customer orders. Create new listings, answer emails and manage online pricing strategy to keep competitive for the online store and Amazon.

My responsibilities include:• Test the hardware/firmware issue of the surveillance equipment. • Generate and approve the RMA (Returned Merchandise Authorization) numbers for the customers once the RMA is approved.• Build or assemble surveillance equipment by adding hard drives or updating latest firmware• Determine whether the products are still within warranty period• Work with different vendors based on their policy to send the defective items to manufacturers at a timely manner• Respond to requests for technical assistance via email and/or phone. • When necessary establish a remote connection to troubleshoot and assist customers. • Create and document instructions for generic and custom configurations.

My responsibilities include managing the Student Centers on the Fairfax Campus of George Mason University. I walk through the buildings, maintain statistics of the usage of the buildings, assist with venue setup, help with event management, and assist any problems that arise during after business hours.

My responsibilities include keeping a positive attitude and uplift my team during the overnight hours of Midnight to 5 a.m. I also manage scheduling for the Neighborhood Assistants staff of 40 students. I also act as supervisor on duty Sunday thru Tuesday, and on the days the Assistant Director of Night Operations is out of the office. Handle any situations that arise from Priority 1 Critical to the low level stuff. Act as a liaison between students, student staff and professional staff.

Inspect Student Housing for Health & Safety ViolationsComplete Work OrdersInstruct Housekeeping which rooms need to be cleaned for incoming students

• Supervised a staff of 40 students called Neighborhood Assistants. • Managed the Night Operations of the Residence Halls, under the direction of the Assistant Director of Night Operations.• Inspected student housing for health & safety, completed work orders as needed.

Cashier & Customer AmbassadorPerformed various closing duties such as sweeping, cleaning bathrooms, & collecting register drawersPerformed Customer Returns, and answered telephonesGreeted Customers as they entered and exited the store