Serviced Tmobile employeesAssisted retail store associates with IT realted issues while trying to service customersSupported internal non-retail Tmobile employees for IT related issues

100% remote employee Provided customers with visual walkthroughs using screen sharing software; to help them better understand how to use their devices. Identified and resolved all issues with iOS, iPad OS, and their respective devices Calmly provided conflict resolution and navigated frustrated customer situations

Analyzed data points from monitoring tools and reporting systems to determine the root cause of a problem and perform the necessary functions to resolve the problem.Assisted in the area of site support and project specific assignments. Provided training as needed to end-users Maintained a thorough working knowledge of the day-to-day operating environment, available tools, and client applications; as well as a working knowledge of service desk and IT operations procedures related to client services.Provided support to clients using iOS devices, Android, Mac and Windows laptops Successfully performed in a team environment aiding other engineers; working together to find a solution to address the client’s needs

Troubleshot and provided hardware and Windows software support to tax preparers throughout the United States, allowing them to prepare tax returns for customers.Assisted tax preparers using specialized tax software, by helping them to identify and eliminate errors on tax returns so they could be filed electronically with the I.R.S.Communicated and documented information correctly and accurately to resolve customers issues quickly.Maintained discretion when working with customer’s sensitive information ensuring absolute privacy.

Addressed customer concerns and made certain their needs were met while providing the highest level of prompt and friendly service to secure their patronage. Supervised and coordinated the activities of all employees while meeting their needs in order for them to perform their job with the highest level of professionalism.Assisted in store operations by ordering and maintaining food supplies to include specialty items at customer’s request.Actively engaged resources to prevent shoplifting and internal theft, effectively retaining thousands of dollars lost per week.

Supervised the Combat Information Center’s nine man data center for collection and dissemination of tactical and strategic information to prevent navigational collision and identify threats.Successfully coordinated information in an environment that had to be gathered and processed quickly while maintaining correct and accurate information.Prepared, distributed and filed operation and intelligence information to ensure active communication and situational awareness.Maintained a secret security clearance.Received an early promotion to rank E-5 for outstanding performance and good conduct.