• Oversaw the restructuring of POS menu architecture to simplify menu management, realize missing revenue, and improve operations for frontline workers.• Analyzed existing ISP at each location, explored options to improve service to stores with limited connectivity, and executed targeted upgrades to improve overall internet access.• Managed the migration of company data from Google Workspace to Microsoft 365 and the deployment of all new laptops to each unit. • Reviewed existing wireless contracts and refreshed all cell phone for corporate users and general managers. • Examined current store IT infrastructure, developed a roadmap to bring stores into a standard setup, and implemented upgrades across multiple locations.

• Actively engaged with customers to resolve issues with service.• Improved support structure by educating customers on troubleshooting methods to enable them to better resolve simple issues prior to escalating to our support team for assistance. • Worked with large customers to implement our VoIP solution across multiple locations in a quick and efficient manner.• Oversaw the addition of multiple Multi-Unit Franchise concepts and help develop their phone architecture to leverage the versatility of a VoIP system over a traditional POTs setup.• June 2014 – Lead the implementation of an on-premises solution for a large private residence hotel in Mammoth, CA• September 2017 – Oversaw and managed the transition of our old VoIP system to our new platform. This involved the migration of over 200 clients, phone numbers, and devices.• Spring 2020 - led our team to quickly assist our client base in moving to work-from-home setups and overseeing the transition and realignment of messages for client's auto attendants.

• Performed annual maintenance on all computers on campus.• Setup and maintained images for the 6 computer labs.• Setup and maintained images for teacher and administration computers.• Managed e-waste disposal and obsoletion of equipment per district guidelines

Answer customer calls and input them into the Solution Center database. Prioritize calls depending on the severity of the customer problem. Provide customers with solutions to technical questions regarding their troubleshooting, diagnosing Internet connection problems, and the setting up of Email accounts.

To support stores on all P.O.S. System concerns including equipment not allocated to every store. Provide problem tracking and reporting service for all field, remote, and corporate users. Analyze calls, ensuring the user that the proper Service Level Agreement will be followed.Responsibilities:• Provide support for all stores, field, and corporate users. To answer all incoming calls and provide first level support for all of Anna's Linens. During the time of the call, it is Customer Care’s responsibility to analyze each call and make sure it is queued to the proper department. When necessary Customer Care will place follow-up calls to ensure the call was handled properly and with the utmost urgency pending on the nature and priority of the call.• Communicate each issue using i.support. At the time of the call, it is up to Customer Care to ensure that each call receives a ticket number; that ticket number is logged into i.support and is monitored by each department in IT.• Once the call is completed it is closed and all problem resolutions should be logged into the call.Create trouble tickets to log all store or WAN issues.

Responsible for programming, servicing, and maintaining credit card terminals for use by merchants.Also responsible for light maintenance of computers on the company network.