Spearheaded the rollout of the Windows 10 operating system across multiple departments, including imaging and deployment, utilizing Microsoft Deployment Toolkit (MDT) to streamline the process and reduce downtime for end-users.Configured and maintained endpoint devices using Microsoft Endpoint Configuration Manager (MECM), ensuring software deployments were properly executed, monitored for compliance, and optimized for performance.Collaborated with project teams to troubleshoot deployment issues, mitigating risks and ensuring on-time delivery of key project milestones.Implemented security protocols and managed Active Directory (AD) environments, including workstation policies, user access control, and group policy management to maintain network integrity and compliance.Utilized the Jira ticketing system to monitor and resolve technical issues, prioritize tasks, and track the overall progress of the deployment project, improving communication and project transparency across departments.Provided end-user support during and after the rollout, offering technical assistance to ensure a seamless transition, reducing disruptions in day-to-day operations.Contributed to process improvements by documenting deployment procedures, troubleshooting techniques, and lessons learned, enhancing future project workflows.

Supported a variety of accessibility tools, including JAWS (2019-2024), Fusion (2019-2024), Talking Typer, Sorenson, and HumanWare devices, ensuring they were fully operational and compatible with Windows 10 and Windows 11 environments.Administered Google Workspace, managing user accounts, groups, and permissions, while implementing security measures and enhancing collaboration among faculty, staff, and students.Managed Mobile Device Management (MDM) systems using Apple School Manager and Jamf for iPads and Apple devices, ensuring device compliance, remote management, and proper configuration in accordance with institutional security policies.Handled the setup, configuration, and license management of accessibility tools and educational apps, tracking usage across departments to ensure compliance with licensing agreements.Conducted in-depth testing and validation of accessibility tools with new system updates, including Windows 11 upgrades, to guarantee continued compatibility and smooth performance post-deployment.Provided end-user support and training to students, faculty, and staff on the use of assistive technologies, troubleshooting any issues related to screen readers, magnification tools, and other accessibility software.Deployed and configured accessibility devices such as the BrailleNote Touch and Victor Reader Stream, integrating them into classroom environments and providing necessary user training.Managed IT assets using Follet Asset Manager and 1:1 device management, tracking and maintaining inventory to minimize loss, ensuring proper asset allocation, and facilitating timely deployment and repairs.

Led troubleshooting and repair efforts for complex HVAC systems in industrial and commercial settings, ensuring systems operated at peak efficiency while minimizing client disruptions.Managed multiple installation and maintenance projects concurrently, coordinating with team members, contractors, and clients to meet deadlines and exceed customer expectations.Interpreted technical blueprints and engineering specifications to accurately install, diagnose, and repair HVAC systems, utilizing a wide array of tools and software for diagnostics.Developed and followed up on preventive maintenance schedules, reducing system downtime and prolonging equipment lifespan for commercial clients.Provided detailed technical documentation, outlining work completed, system conditions, and recommendations for improvement, which enhanced communication between team members and clients.Collaborated with the sales and procurement teams to ensure the timely acquisition of necessary parts and materials, optimizing the workflow and preventing project delays.

Provided advanced technical troubleshooting and issue resolution for escalated customer issues, handling complex hardware and software problems, including system crashes, network failures, and application malfunctions.Utilized a ticketing system to track and prioritize service requests, ensuring timely responses to both recurring and unique technical challenges, while maintaining accurate records of troubleshooting activities.Investigated and reproduced customer-reported issues by replicating error conditions in controlled environments, collaborating with product and development teams to identify root causes and implement permanent fixes.Documented recurring issues and unique troubleshooting scenarios in knowledge management systems, creating detailed step-by-step guides to improve efficiency in resolving future incidents and to reduce incident recurrence.Managed key performance indicators (KPIs) related to ticket resolution times, customer satisfaction, and service quality, continuously analyzing these metrics to identify areas for improvement in support processes.Conducted root cause analysis for recurring technical issues, developing long-term solutions and collaborating with cross-functional teams to implement fixes and improvements.Provided technical support training to new hires, sharing best practices, troubleshooting techniques, and system knowledge, fostering a team environment focused on continuous learning and improvement.Acted as a liaison between technical teams and customers, ensuring that customer concerns were effectively communicated and addressed in a timely manner, resulting in improved customer satisfaction.Contributed to process improvement initiatives by identifying inefficiencies in the support workflow and suggesting optimizations, resulting in faster response times and improved service quality.

· Use product expertise to sell based on our customers specific needs.· Build repeat customer base through excellent service.· Complete all relevant records and documentation to ensure smooth transactions for our customers.

Provided comprehensive technical support to end-users across multiple systems, resolving both hardware and software issues, including operating system errors, network connectivity, and peripheral malfunctions to ensure uninterrupted business operations.Monitored and managed incident response times according to strict Service-Level Agreements (SLAs), ensuring that service requests, escalations, and technical issues were handled promptly to maintain high customer satisfaction.Acted as a subject matter expert (SME) for complex technical escalations, providing detailed troubleshooting, diagnosing root causes, and collaborating with cross-functional teams to develop long-term solutions for recurring issues.Followed up with users post-resolution to verify issue resolution, ensuring high levels of customer satisfaction and offering additional support where needed to prevent recurrence.Contributed to the development of technical documentation and knowledge base articles for frequent troubleshooting scenarios, empowering other team members and users to resolve common issues independently.Conducted remote troubleshooting sessions using tools like remote desktop access to efficiently resolve technical problems without the need for on-site assistance, minimizing downtime and improving productivity.Assisted in workflow optimization by identifying inefficiencies in current IT support processes, suggesting and implementing improvements that streamlined ticket resolution and reduced the average handling time (AHT).Trained new technical support staff on best practices, system tools, and customer service protocols, enhancing team effectiveness and consistency in service delivery.

Provided hands-on administrative support, tracking daily performance metrics such as average handling time (AHT), first call resolution (FCR), and customer satisfaction scores, enabling data-driven decisions for team improvement.Led the onboarding and training of new team members, developing and delivering comprehensive training programs that covered company policies, customer service techniques, and system navigation, ensuring a smooth transition into the team.Acted as a mentor to the customer service team, offering ongoing coaching and professional development opportunities to enhance individual performance, motivation, and team collaboration.Handled complex customer inquiries and escalated cases, acting as a liaison between departments such as claims processing, billing, and account management to resolve issues promptly and maintain positive client relations.Conducted performance evaluations, regularly reviewing team members’ productivity and accuracy, setting clear performance targets, and providing detailed, constructive feedback to drive continuous improvement.Implemented process improvements by identifying bottlenecks in the customer service workflow, recommending and enacting changes that increased efficiency, reduced response times, and enhanced the overall customer experience.Collaborated with upper management to develop team performance reports, offering insights on customer service metrics and making strategic recommendations for improving service quality and operational efficiency.Ensured compliance with HIPAA regulations and company privacy policies, conducting regular audits of team operations and implementing corrective actions when necessary to maintain the integrity and confidentiality of client information.

Managed the day-to-day operations of the store, overseeing staff, cash handling, and inventory management, ensuring efficient workflows and a smooth shopping experience for customers.Supervised and mentored retail staff, providing hands-on training and coaching to new employees, setting performance expectations, and ensuring adherence to company policies and procedures.Led daily cash handling operations, including opening and closing registers, preparing bank deposits, and conducting cash audits to minimize discrepancies and ensure accurate financial reporting.Monitored inventory levels and conducted stock replenishment, working closely with the inventory team to track product movement, prevent shrinkage, and ensure shelves were fully stocked to meet customer demand.Enforced loss prevention protocols by monitoring store activity, training staff on theft prevention strategies, and coordinating with security personnel to minimize shrinkage.Managed the customer service desk, resolving escalated customer complaints and returns efficiently while maintaining a positive, solution-oriented attitude to enhance the customer experience.Coordinated staff scheduling to ensure proper coverage during peak and off-peak hours, balancing labor costs with operational needs and maintaining compliance with labor laws.Conducted performance reviews and provided feedback to staff, identifying opportunities for development and implementing improvement plans to ensure optimal performance.Collaborated with store management on inventory audits, implementing corrective actions where necessary to improve inventory accuracy and efficiency.Ensured compliance with safety regulations and store policies, conducting regular safety checks and addressing any hazards or risks to maintain a safe shopping environment for customers and employees.