Elizabeth Torres Email and Phone Number

Led a team of 5 contractors in refreshing institutional devicesLed a team of 3 contractors in deploying mobile devices to 2450 nursing team membersManaged and audited hardware and software inventory for a large IT organizationImplemented manual asset tracking system to streamline inventory management processes for mobile devicesLed IT asset disposal and recycling initiatives in compliance with industry regulationsDeveloped and maintained asset management policies and proceduresCollaborated with procurement team to track and update asset contracts and warrantiesConducted regular audits to ensure accuracy of asset data and compliance with company policiesAssisted in budget planning and forecasting for IT assets and infrastructureProvided technical support for asset management software tools and systems Provided training and support to end users on proper asset management practices.

Led cross-functional project teams to successfully implement new software systems.Analyzed and optimized business processes to streamline operations and increase efficiency.Managed vendor relationships and negotiated contracts to ensure on-time and on-budget project delivery.Developed and maintained project plans, schedules, and budgets to track progress and resource allocation.Collaborated with stakeholders to gather requirements and define project scope and objectives.Monitored key performance indicators and conducted post-implementation reviews to assess project outcomes and identify areas for improvement.Provided training and support to end-users to facilitate smooth implementation and adoption of new systems.Performed system testing and quality assurance to ensure deliverables met client expectations.

- Diagnosed problems via phone and email, utilized troubleshooting skills, logic, research, and isolation steps- Resolved complex hardware & software issues in a timely manner by performing research independently- Recorded all client inquiries, from initial call to incident resolution in Ticketing system- Performed troubleshooting of hardware, network, & software- Assisted customers in gaining access to various systems and servers- Responded to associate service calls to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems- Lotus Notes Support and Active Directory support- Able to troubleshoot software, hardware and connectivity issues remotely- Able to understand & articulate root cause on customer issues- Work closely with the team to resolve or properly close aging tickets- Manage individual queue of tickets and respond, document, and close in a timely manner.- Ensured the highest level of customer satisfaction.- Learned company policies, procedures and safety rules.- Experience with creating and maintaining various reports.

Provide exceptional customer service to 100+ customers per month resulting in customer satisfaction rating of 92% for 2011 and 2012 at 94%.Provide technical support via telephone by verifying provisioning, troubleshooting network and device issues resulting in a current representative resolved rating of 97%.Provide detailed information on how to set up/configure data and voice products Blackberry, Android, Window’s Mobile and IPhone operating systems. Troubleshoot 3 versions of Windows and MAC operating systems through the use of various administrative tools and online resources.Uses trouble ticketing system for tracking customer interactions and problem resolution.. Demonstrates and practices regularly the skills necessary to handle any customer service and/or technical support call type that is routed through the center in this function.Point of contact when needed, to assist team with escalations and other issue that may occur in the absence of the management team.

Supervise and assist 8-13 sales support employees in meeting store and corporate objectives, including processing credit applications and activating customers when needed.Train new hires and existing employees on new processes and procedures. Conduct quarterly appraisals, action plans and performance agreements.Meet all audit control and asset management requirements.Calculate and maintain accurate schedules, attendance records and employee flies/documents for 8-13 employees.Responsible for general & administrative expenses and asset protection, including customer churn.Maintain inventory and quality control.Perform customer service functions in a manner that ensured total customer satisfaction.Perform all other duties as requested by management to meet department and company goals.

Maintained inventory consistently. Therefore, causing our location to exceed set targets on a regular basis.Maintain proper inventory levels by determining appropriate minimum and maximum levels.Perform daily audits of paperwork.Order, receive and transfer store inventory.Proficient on inventory systems, PeopleSoft, Dymax and NetAce.Maintain store demo log.Follow bank deposit procedures.Follow guidelines to prevent loss of inventory.Reconcile cash, bank deposit, safe/till funds and daily financial transactions.Assist the management team with the opening and closing of the store.Assist with communication updates on policies and procedures.Accepted bill payments, dealt with billing issues and troubleshooted phones.Performed account maintenance, including changing service plans, adding features and upgrading equipment.Handled customer escalations as the Manger on Duty.Assisted in management of store when needed.Assisted in the creation of monthly schedules.Managed back end operation of store, including daily audit of all paperwork to ensure compliance with company policies and procedures. Processed monthly store, management and personal expense reports.Perform other duties as assigned by store manager.

Provided support to 20+ business representatives by processing equipment orders, trouble shooting technical and billing issue resolution to over 200+ companies.