• Operating as department director for IT and customer service departments.• Successfully hire, mentor, and lead a team of 20 employees to meet high standards and deadlines.• Led and developed a new SharePoint knowledge base with Tier 2 team members. (Based on old Knowledgebase that was created in an earlier project)• US Point of contact for Microcenter business account.• Maintaining multiple servers within the organization (Windows server 2016)• Setup new users with server access, office, and equipment.• Written IT and security policies for the company. Documentation focusing on acceptable use, and password policy.• Keep up to date on current cybersecurity news and issues to make informed security decisions.• Monitor and secure IT infrastructure by applying the latest patches, firmware, and best practice policy.• Demonstrated efficient troubleshooting of office networks, workstations (Windows/Apple), software, server issues, printers, and as well as configuring workstations, conference rooms, media rooms, routers, and crimping CAT cable.• Network/firewall (Fortinet) monitoring, maintenance, VPN management, and restoring network in case of a power outage or network outage.• Test and analyze new/upcoming/current j5create devices and report/communicate with our Taiwan team.• Worked closely with COO to complete company/business partner training, IT support/projects, product development, and other projects as needed.• Maintaining IT inventory and monitoring IT ticketing systems. (Manage engine, Happy fox, Zendesk)• Collaborate with other co-workers within other departments to complete projects or events.

Provided Tier 2 Support and in charge of department training. Developed a training program from the ground up for the customer service/technical support department. Duties: - leadership/supervision and ensuring continuous improvement and guidance within the department. - Design, develop, implement, and evaluate training plans, curricula, and methodology for newly hired and department employees. This includes selecting and developing training aids including training handbooks, multimedia visual aids, computer tutorials, and reference works.- Provide on job training/coaching for the Technical/Customer Service department.- Perform administrative functions necessary to document training programs and track employee training and progress. - Evaluate the effectiveness of training programs for the incorporation of taught skills and techniques into employee work behavior and revise accordingly.- Provided guidance or advanced troubleshooting for the department.- Troubleshooting escalated customer's issues quickly and efficiently while maintaining a pleasant attitude with department representatives or customers. - Troubleshoot common & more advanced hardware and software issues.Additional Duties: Test new products, devices, and drivers before release. Assisted in creating the majority of a knowledge base for internal technical support and training on our consumer/enterprise devices and equipment. Knowledge base is continually improved and maintained as well.

Provided B2B Support for business clients alongside training, tier 2, and IT (internal) roles. Major duties:- Assist in Account management - Provide training and business support. - Interacting with B2B customers over the phone and email.- Support business clients with technical issues and communicate in an effective and timely manner. - Assist j5create in supporting Business clients as a point of contact to provide effective business communications.- Participate as a host or assist in tech trade shows such as Microcenter, FTC, and CESAdditional duties: Internal technical support for neighboring departments. Troubleshooting networks, set up displays, and computer configurations where needed. Also, assist with creating internal IT/company policies.

Interact with customers over the phone, email and live chat. (Zendesk, Livechat, TeamViewer, and quick assist.) Updated: Happyfox (ticketing system)- Provide excellent customer service.- Support/troubleshoot Windows and Mac SoHo environments. (hardware, software, and networking issues) - Strong understanding of computers and peripherals to assist in solving problems.- Troubleshooting customer's issues quickly and efficiently while maintaining a pleasant attitude.- Develop new troubleshooting and critical thinking strategies and communicate them with the team.- Help test new and current products and report findings to management - Other duties and challenges as assigned.

Handle customers’ checkout transactions using cash, credit cards, and coupons quickly and accurately. Provide excellent customer service at all times. Maintained high standards of customer service during high-volume, fast-paced operations; resulted in customers receiving correct orders and increased satisfaction.

Manager/leadership duties such as supervising, mentoring, and ensuring operations are going as planned. Also, had the role of training NCO, which included managing personal documentation of co-workers and ensured annual and all types of employee training were completed. Facilitated and instructed classes for 30+ personnel each time on various subject matters from electrical training to employee training on sexual harassment, risk management, leadership, etc. In a field environment, led and developed power plans for field operations and supply electrical support to military servers, communication equipment, lights, AC units, computers, and mess equipment.

Ensured proper utilities utilization and operations in generator/power distribution. Maintained and operated AMP (advanced mobile power) generators, power distribution panels and operating AC units. Provided steady operations with equipment maintenance, equipment pick up/drop off, equipment inventory, and documentation. In a field environment guided and prepared electrical power grids for outdoor operations with teams of 2-4 personnel. Also, ensuring communications, data/servers and electronics were running efficiently with no power interruptions.