• Led the initiative for technical troubleshooting, addressing a wide range of hardware and software issues such as cellular and Wi-Fi connectivity, system crashes, performance problems, drive failures, broken screens, and battery defects.• Implemented a ticket tracking system to streamline the handling of numerous technical service requests resulting in quicker response times and heightened customer satisfaction.• Managed team in resolving Priority 1 ticket issues each day, emphasizing efficiency and cost-effective solutions, complemented by detailed documentation and comprehensive closure.• Addressed escalated customer concerns related to technical issues, ensuring complete resolution, and maintaining high standards of customer service.• Developed and regularly updated a knowledgebase with troubleshooting articles for current and emerging issues, enhancing the technical team's knowledge as part of ongoing education efforts• Performed daily managerial duties across multiple store locations, including strategic planning, team leadership, and operational efficiency. Maintained a focus on integrating technical service excellence within managerial tasks.• Oversaw critical business operations such as payroll, inventory management, and financial planning, with a special focus on integrating technology for operational success such as creating an Excel-driven financial management tool that streamlined budgeting processes.

• Provided comprehensive support to store technicians through training, coaching, and troubleshooting, ensuring the prompt and effective resolution of repair issues.• Supported the development of new technicians by assisting in initial and ongoing training and coaching related to diagnosis, process and procedure, device repair, and sales.• Performed advanced level technical diagnostics to customers, in person and over the phone, such as OS system errors, email troubleshooting, cellular/Wi-Fi connectivity issues, complete mobile device teardowns, and PC hardware malfunctions.