• Work with customers via high volume chat, phone, and tickets to resolve intricate problems in unique environments.• Keep tickets up to date with relevant information and maintain regular communication with every customer.• Maintain familiarity with Secure Web Gateways, switches, routers, firewalls, and Active Directory.• Attend weekly scheduled meetings.• Schedule customers with other engineers as needed.• Configured and applied iboss cloud connectors to endpoints toensure enforcement of security policies and logging regardlessof location.• Enhanced network security by configuring SSL decryption toanalyze HTTPS traffic from various applications and domains.• Set up and configured Active Directory groups and organizationalunits to enable fine-grained security policy implementation.• Consulted clientele with configuring options from features suchas CASB, Data Loss Prevention, and other Zero Trust featuresthat comply with NIST SP 800-207.• Integrate iboss logs into various SIEM interfaces includingSplunk.

• Stay aware of customer needs and empathize with the customer while troubleshooting their service issue.• Troubleshoot customers internet connections using monitoring software called BBX (Broadband Explorer) and remote access to rented modems. Including but not exclusive to changing SSID and password combinations, changing wireless channels or other wireless settings, running access point scans and using other software including Eero monitoring software. Use BBX to assign static IP addresses as needed for customers. Set SIP information for MTA provisioning in BBX for home phone customers.• Troubleshoot cable service through use of different signals and descriptive instructions to help even the most inexperienced customers through working physically with equipment.• Make detailed notes through our ticketing system for future representatives to understand what has been done to help the customer.• Give written feedback six times a month for eighteen to twenty representatives in regards to level of communication with the customer, technical ability, and adherence to compliance measures for accounts.• Take written feedback and educate those representatives face to face or through Microsoft Teams.• Collaborate and calibrate with supervisors and upper leadership on future changes to expectations on technical support calls. • Research to complete first call resolution reports in an attempt to reduce callbacks for repeat issues.

• Delegated tasks to store associates including stocking, cleaning, or other tasks as required.• Helped associates with stocking on early morning shifts when trucks brought stock in.• Checked in stock manually through a handheld device.• Operated a store register as needed.• Processed daily deposits ranging between $2000-$8000.• Gave employee feedback and reported any performance issues to store manager.

• Delegated tasks to associates throughout the day including stocking, running register, changing signage and modular shelving for new products.• Processed daily deposits ranging from $1000-$10000.• Scheduled employees as needed by the store manager.• Helped with performance assessments and constructive feedback for associates in the store.

• Took advantage of current sports seasons to make sales on jerseys, hats, and other sports memorabilia.• Delegated tasks to associates as necessary for cleaning.• Upsold Lids Club membership cards and embroidery for various wearable items.• Operated register as needed to process sales and Lids Club memberships.• Checked in UPS freight deliveries.• Performed manual counts on inventory.• Processed daily deposits ranging between $3000-$10000.

• Retrieve items for online orders with a tablet and scanner on the sales floor.• Scan carts into loading bay where packing team prepares the orders for a shipment.• Load boxes onto FedEx trailer and prepare trailer for pickup each night.• Audit 15% of packages daily to ensure accuracy for customer packages.• Lead 5-10 associates through assigning tasks to make sure orders are completed each day. • Find items that associates were unable to find while out on sales floor.

• Utilize SMART system to perform audits on item counts, check for items in backroom to keep shelves stocked, print labels and help find modular locations of items.• Delegate tasks to associates as needed through stocking, doing item counts, and other tasks as needed.• Read P&L report to keep an eye on the departments sales and find opportunities. • Reset modular shelving that's sent down from home office to make room for new items.• Merchandise old items on extra shelving and where possible.• Help other departments when necessary to keep the store in a tidy and functional state.• Travel to other stores to assist with stocking, modular changes, market leader visits, and to help catch up when possible after holiday seasons.