I would contact customers in person to assess their computing needs. I would come up with a solution and negotiate a price with the customer. I would fulfill the customers needs.

As a Tier 2 Desktop Support Specialist, I resolved escalated technical issues and maintained high levels of customer satisfaction through phone, email, and ticketing systems. My responsibilities included: • Managing complex Tier 2 support requests and troubleshooting software, hardware, and network issues. • Conducting new hire setups, assigning access rights, and supporting Active Directory and Group Policy. • Identifying, researching, and resolving technical issues while documenting procedures and maintaining equipment inventory. • Overseeing the installation, configuration, and maintenance of service and infrastructure components. • Monitoring system performance, troubleshooting OS and application issues, and supporting peripheral devices. • Providing network troubleshooting, server reboots, and mobile device support for Verizon and AT&T FirstNet. • Participating in a 24/7 on-call rotation for critical system issues.Key Skills & Expertise: • 7+ years in Tier 2 desktop support, proficient in Windows-based systems and Office 365 Suite. • Strong troubleshooting skills for Microsoft software and PC hardware. • Experience in network cabling, server administration, and mobile device management.This role allowed me to apply my technical skills to deliver exceptional customer support and optimize IT system performance.

Provided expert-level technical support for a diverse range of clients, resolving complex IT issuespromptly and effectively.Diagnosed and troubleshooted hardware, software, and network issues for clients, consistentlyachieving high customer satisfaction ratings.Participated in on-call rotations to provide 24/7 support to clients and address critical issues outside ofregular business hours.Stayed up-to-date with the latest IT trends and certifications to enhance technical knowledge andcontribute to the continuous improvement of services.Demonstrated excellent communication and interpersonal skills when interacting with clients, explainingtechnical concepts in a clear and understandable manner.Contributed to a positive and collaborative team environment, fostering knowledge sharing andprofessional development among colleagues.Assisted clients in the migration of on-premises systems to cloud-based solutions, including Office 365,reducing operational costs and increasing efficiency.Managed and maintained Office 365 and Azure environments for clients, ensuring optimal performance,security, and reliability.

IOS and Desktop Support

Mobility SpecialistManaged and supported a fleet of iPhones and iPads in a corporate environment at Eli Lilly corporate headquarters in Indianapolis, Indiana.Provided Tier II support to end users, troubleshooting complex device issues and ensuring compliance with corporate security policies and procedures.Deployed and managed mobile device management (MDM) solutions, including JAMF, Intune, and Mobile Iron.Set up new devices, configured settings, and provided training and support to end-users.Consistently exceeded customer expectations with friendly and professional "white glove" service.SkillsTicketing Systems (ServiceNow)Tier II SupportService DeskOn-Site IT SupportiOS TroubleshootingiPhone and iPad SetupWindows 10 TroubleshootingConnectivity TroubleshootingPrinting Troubleshooting

Mobility Specialist* Manage and support a fleet of iPhones and iPads in a corporate environment.* Set up new devices, configure settings, and troubleshoot end-user issues.* Deploy and manage mobile device management (MDM) solutions.* Ensure compliance with corporate security policies and procedures.* Provide training and support to end-users on mobile devices and MDM solutions.* Stay up-to-date on the latest mobile technologies and trends.

* Resolved technical issues for sales team using proprietary software* Provided support for desktop computers and Windows software* Monitored and troubleshooted networks for stores across the United States* Responded to on-call requests and resolved issues promptly and efficiently* Maintained a knowledge base of common issues and solutions* Trained new help desk technicians on company policies and procedures* Developed and implemented new procedures to improve the efficiency of the help desk* Identified and resolved root causes of technical issues, preventing future problems* Received positive feedback from customers for providing excellent service and support* Used Jira ticketing system * Worked independently and as part of a team to achieve common goals

Sell Comcast in retail locations.

Answer billing questions and address billing concerns.

Apple Store Specialist - Red Zone* Provided technical expertise and product demonstrations to customers* Sold iPhones, iPads, Macs, AppleCare, and accessories* Set up new devices and troubleshoot end user issues in store * Maintained visual merchandising standards* Collaborated with team members to achieve sales goals* Stayed up-to-date on the latest Apple products and services* Provided excellent customer service and support* Understood and met the needs of each customer* Able to communicate complex technical concepts in a clear and concise manner* Able to work independently and as part of a team* Able to prioritize tasks and manage time effectively*Walked people through finding which Apple products and services best helped them in their day to day lives.