Oversee a team of 25 Help Desk agents handling day to day operations, escalations, and business management needs Built a custom training platform to minimize missed learning opportunities - Complete restructure and multi department utilization - Feedback at all time high from trained new hires and onboarded ITMigrate and centralize all learnings, knowledge bases, and how-to guides - Withheld duty of keeping accurate and updated information across the Confluence platformAssist in heading a QA team for Help Desk agents reflecting on calls, chats, and emailed tickets - Provided clear feedback and growth opportunities - Explored disciplinary actions when needed and verified no repeat offensesSet Security related verification steps and required company adhere when requesting supportHandle team time cards in multiple platforms and complete quarterly evaluations

- Assist in basic to advanced troubleshooting of all end user issues- Grow co workers and accountability with assistance in QA role and metrics related material- Migration of all public knowledge to templated Confluence to benefit all agents in field- Welcome new employees and train them to be up to PennyMac standards in the ways of support

Traveling installation technician maintaining professionalism and quality at medical facilities across the United States.- Unload pallet trucks and supervise inventory while on site- Setup temporary staging and imaging rooms- Image hundreds of machines and install softwares required based on location and previous asset info- Install devices throughout site location and oversee other techs on the floor- Site clean up and re loading of all old assets for technology recycle

Technical support for Apple related Products and services

Assist in the training and day to day development of new hires throughout weeks of courses. Keep detailed records of encounters for company insurance purposes.

Technical support for Xfinity related internet and services.