• Responsible for implementation of NA & EMEA laptop returns related to voluntary terminations and PC refreshes. Part of a team that propelled global laptop return rate from 30% to 70% since 2021 by devising and implementing Smartsheet-based workflows; successfully reclaimed 1,000 outstanding laptops in both US & EMEA from pc refreshes as of summer 2024 over the last 12 months. We are in process of onboarding a few countries from both the APAC (Japan/Singapore) & LATAM (Brazil)… Show more • Responsible for implementation of NA & EMEA laptop returns related to voluntary terminations and PC refreshes. Part of a team that propelled global laptop return rate from 30% to 70% since 2021 by devising and implementing Smartsheet-based workflows; successfully reclaimed 1,000 outstanding laptops in both US & EMEA from pc refreshes as of summer 2024 over the last 12 months. We are in process of onboarding a few countries from both the APAC (Japan/Singapore) & LATAM (Brazil) regions.• Team lead for the laptop purchase program in Czech Republic, an alternative to disposing laptops in related country. Annually we enable 600+ purchases in which we also ensure that Red Hat data is properly removed per InfoSec compliance.• North America support for Red Hat’s ITAD global program, ensuring that data bearing endpoints are handled properly through our IT asset disposal (ITAD) program and related partners while staying compliant with InfoSec, ProdSec, Legal and Finance requirements. We partner closely with Workplace Technologies, DevIT & Global Workforce Solutions, to ensure consistent and compliant disposal of assets with critical company data.• Process owner of endpoints that are reported as missing (lost/stolen) via individuals & gaps in inventory processes globally. This process includes collaborating with the Client Computing team to create a process to lock down laptops when possible to ensure that Red Hat data is secure.• Partner with the Global Mobility team to track laptops related to International Transfers to ensure that we are compliant from a Finance and Tax perspective in how assets should not cross regions/countries. Liaison between People, Delivery and Logistics teams to identify where a laptop is for No Shows and to track it back accordingly.• Created and conducted UAT for ServiceNow semi-annual upgrades as well as for key releases related to form modifications and enhancements. Show less

Work independently while managing high volume IT flow operations, helpdesk duties, vendor management, asset management and emergency Support.• Manage a team of techs responsible for computer support and infrastructure support for the RTP Cisco Campus as well as remote support for most of the Eastern US offices.• Diagnose and repair both laptop and desktop PCs.• Provide walk in and remote customer service for all Cisco employees experiencing hardware, software or password related… Show more Work independently while managing high volume IT flow operations, helpdesk duties, vendor management, asset management and emergency Support.• Manage a team of techs responsible for computer support and infrastructure support for the RTP Cisco Campus as well as remote support for most of the Eastern US offices.• Diagnose and repair both laptop and desktop PCs.• Provide walk in and remote customer service for all Cisco employees experiencing hardware, software or password related issues.• Act as both facilitator and tech support for large new hire onboarding events, • Maintain inventory and records of Cisco computer assets, parts and IT supplies.• Manage IT trouble tickets, case notes and case history using Service Now ticketing system.• Manage accounts on Bitlocker, Crashplan, JAMF, ADAM, Thycotic and pwreset with admin level access.• Assist IT techs from across the country in Tier 3 escalation rooms as well as training sessions. • Train, coach and provide QA for local and remote techs, including monitoring metrics and case accuracy.• Participate in product rollout and trending meetings as well as new procedure testing Show less

Work independently while managing high volume IT flow operations, helpdesk duties, vendor management and emergency Support.• Diagnose and repair both laptop and desktop PCs.• Provide walk in customer service for all Cisco employees experiencing hardware, software or password related issue. • Set up large groups of new hire PCs and conduct orientation sessions for the new hire groups to familiarize them with Cisco policy, security and software.• Maintain inventory and records… Show more Work independently while managing high volume IT flow operations, helpdesk duties, vendor management and emergency Support.• Diagnose and repair both laptop and desktop PCs.• Provide walk in customer service for all Cisco employees experiencing hardware, software or password related issue. • Set up large groups of new hire PCs and conduct orientation sessions for the new hire groups to familiarize them with Cisco policy, security and software.• Maintain inventory and records of Cisco computer assets, parts and IT supplies.• Manage IT trouble tickets, case notes and case history using Remedy ticketing system.• Manage accounts on bitlocker, crashplan and pwreset with admin level access. Show less

• Diagnose and repair both laptop and desktop PCs. • Reload and Repair windows installations, as well as virus and malware removal.• Replace defective hardware on PCs• Handle Customer issues for Geek Squad• Handling issues related to Vendor service centers.• Training new Geek Squad employees on all aspects of repair service, from actual repairs to customer interaction, sales technique, necessary documentation to protect from liability and approved tool use.

• Six years as part of the management team filling multiple roles. • Quality coaching and training of both new and tenured operators• Team management• Floor management and handling escalated customer calls• Addressing disciplinary action to the workforce • Monitoring operator productivity and schedule compliance.• Acted as clerk and assistant for Senior Operations Manager. • Managed monthly incentive payout reconciliation• Tracking of operator… Show more • Six years as part of the management team filling multiple roles. • Quality coaching and training of both new and tenured operators• Team management• Floor management and handling escalated customer calls• Addressing disciplinary action to the workforce • Monitoring operator productivity and schedule compliance.• Acted as clerk and assistant for Senior Operations Manager. • Managed monthly incentive payout reconciliation• Tracking of operator attendance• Creation of new forms and spreadsheets• Create and manage basic access databases• Track and analyze productivity of Unit Managers• Managed directory assistance product with no supervision during graveyard• Remotely monitored operator calls to assess for customer or client impact• Tracked and updated monthly reports on product performance for the Operations Manager Show less