• As the first point of contact for technical issues at Signet Jewelers stores, my responsibilities included: • Troubleshooting point-of-sale registers operating GNU/Linux and Windows, iOS tablets running point-of-sale software and customer service applications, phone, network equipment, and connections • Utilizing ServiceNow to review and create tickets and Microsoft Teams to collaborate with colleagues • Providing exceptional customer service through answering inbound calls and making outbound calls to assist customers • Handling password resets, troubleshooting browser and service issues, and occasionally providing hardware support • Assisting in replacements and scheduling technicians when needed • Escalating issues to the appropriate teams for prompt resolution • Using RDC to remotely connect and troubleshoot, and documenting issues

• Troubleshooting registers running Windows over the phone • Reviewing and creating tickets • Strong focus on customer service, answering inbound calls & making outbound calls to assist • Escalating tickets to the proper departments • Commonly dealt with password resets and troubleshooting browser and services issues • Resolving most incidents

• Customer Service • Data entry • Manual labor