· Managed and maintained a network of over 40 workstations, servers, and peripherals using tools like Active Directory, SCCM, and VMware, ensuring optimal performance and minimizing downtime.· Configured and deployed software updates, patches, and security solutions such as WSUS and antivirus/antimalware across the organization to protect systems and data integrity.· Troubleshot and resolved hardware, software, and network issues promptly using utilities like PuTTY, Wireshark, and remote desktop tools, providing excellent customer service to end-users.· Implemented and enforced IT policies, procedures, and best practices using Microsoft GPOs and security tools to maintain system security and compliance with industry standards.· Collaborated with cross-functional teams utilizing slack to assess technology needs, recommend solutions like Office 365 or Azure, and plan upgrades or migrations.· Trained and mentored junior IT staff on applications like Active Directory, Exchange Server, and network monitoring tools, sharing technical expertise and ensuring knowledge transfer. · Leveraged Salesforce Service Cloud to efficiently manage and resolve technical support tickets from both employees and clients, ensuring timely response, clear communication, and successful issue resolution.· Conducted orientation sessions for new staff members, effectively training them on the company's systems, applications, and processes to ensure they were well-equipped to perform their roles efficiently.

· Met with new and existing customers over the phone and in-person to discuss their needs, and to explain and present how these needs could be met by specific products and services.· Responsible for onboarding new clients, communicating product value proposition, and driving platform adoption and retention· Worked cross-functionally with customer support, sales, product, growth and other departments to help with the optimization of customer engagement and the overall growth of the business· Served as post-sale client facing lead on product rollouts and new feature adoption roadmaps· Conducted requirement gathering sessions with potential new/incoming members to discuss IT, AV, and Security requirements and offer exemplary technology solutions· Leveraged existing, emerging, and innovative technologies to enhance the Member Experience and improve / streamline technology services processes.· Identified and delivered additional revenues through the sale, installation, and support of IT Services, leading to an increase of $300,000 year to date.· Aided in potential new member strategy calls leading to over 10,000 new desks across 50 Locations.· Built trusted partnerships with champion accounts to increase customer referrals and satisfaction levels.· Conducted and sent quarterly account reviews and recaps to reduce customer churn and drive growth opportunities

• Collaborated with enterprise clients of 450-10,000 employees to stage and provision assets and equipment based on requests.• Provided tier I-III support to various enterprise clients resolving issues with servers, Mac and Windows desktops, printers, phones, and office equipment for 850+ onsite and remote end users.• Frequently visited 5 WeWork locations to deliver, image, and configured Mac & Windows 10/11 workstations based on the requested needs of clients.• Managed a team that provided support for continued client hardware and software installs, upgrades, and refreshes of workstations• Created, modified, and deleted user accounts in the correct OU in Active Directory for enterprise clients of 450+ employees.• Configured hard drive encryption using Windows Bitlocker• Conducted training sessions to educate team members and clients on how to solve common workstation and connectivity issues, successfully reducing tickets 18% over a 12-month period• Managed a team of 11 to provide timely support for both Mac and Windows hardware, software, and network-related issues, responding to and solving 200 tickets weekly via Salesforce.• Recommended and conducted workstation migration for enterprise clients from Windows 10 to Windows 11 while protecting sensitive information from potential data breaches• Responded to and resolved conference room technical difficulties within 5 minutes to minimize interference with critical business operations.

• Maintained productive, professional relationships with key contacts in existing business accounts while managing leads and opportunities to develop new accounts using a Customer Relationship Management system• introduced Apple solutions, technology, and services to business customers• Spent time on the sales floor, meeting first-time and current business customers and learning their needs• Generated new leads and built relationships, connecting over the phone or through in-store workshops and events• Discovered customer needs through briefings and worked with the Business Team to prepare and present proposals• Informed and offered customers the complete suite of sales support options

 Streamlined management of schedules and work activities for ~12 employees within the electronics department. Improved methods to coach Employees on multiple department procedures, merchandising guidelines, selling skills, and product knowledge to ensure execution of goals and secure an 25% increase in average performance. Motivated employees to consistently rise above department Key Performance Indicators in Sales, Protection Plans, Add-On Sales and Mystery Shopper Evaluations; held the title of #1 electronics department in our district in both sales and add-ons. Championed unique ideas to increase sales volume by 35% within only 6 months, effectively tracking projections and traffic. Provided Customers with outstanding service and knowledge on a wide array of consumer electronic products.