Confidential

Daily network monitoring using Enterprise level software and hardware solutions. Anomaly and log investigation, correlation analysis as well as Systems/Services upgrade/decommission project management.Server installation and Data center management of company assets.Systems and related services will not be disclosed for Security Reasons.

Assisted employees with technical issues ranging from physical device malfunctions and user education to server escalation requests, installations, and management communication.Completed multiple store installation projects, including wiring implementation and device deployment.Tasks, projects and issues were tracked and met by SLA requirements.Experience with Solarwinds, ServiceNow, Cisco Networking tools and Windows/Linux/Mac enviroments.

Technician for Apple services through partnered in-house program.Investigated insurance claims, warranty disputes and device education.Processed repair tickets for physical damage, warranty exchanges, and component replacement.

Directly assisted customers with device troubleshooting, account inquiries and education.Managed store inventory and assets tracking.Direct experience with: Android, Apple, and Basic telephone software.

Communicating with Customer in proprietary billing and support system to assist in account errors, additions, and management.Troubleshooting devices and technical assistance.Account analysis for projected usage and changes for customer's accounts.

Inventory Management – Inputting, verifying, correcting, and managing a 400+ item inventory.Communication – Mediator between associates, to and for customers, and project input up to the highest levels of management.Customer Service – Passionate drive to always assist and promote satisfaction. Note-worthy customer experience with customer service department.Assisted training new members best-practices.Helped implement new projects and procedures.