Louallen Wheeler Email & Phone Number

Greater Sacramento

Sacramento music/band and portrait photographer

Rocklin, Ca

- Provide outstanding technical and procedural support for Gap Inc brand stores world-wide- Work with stores closely to resolve a large multitude of issues affecting store business and procedures- Strong knowledge of hardware and software including POS systems, network, and desktop/tablet workstations- Comprehensive documentation of issues reported with clear next step actions and escalation procedures- Contribute to the Store Support team to ensure issues are followed up on and resolved in a timely manner- Special project - Store 2 Cloud deployment readiness team member (March-August, 2014): Call and work with all 3200+ Gap brand stores in North America with multiple calls per store, gathering project information, and providing project-related proactive troubleshooting/problem resolution during an ever-changing and evolving project- Special project - Canadian Customer Terminal/Debit mitigation team member (October-December, 2014): Call and work with all 230+ Gap brand stores in Canada regarding a high-severity, high-impact issue affecting debit processing and overall POS system performance, guiding store personnel through correctly connecting customer terminals and ensuring correct hardware configuration as a frequency reduction measure for the issues experienced- Deployment support: Work with on-site techs during check-in calls for multiple store hardware upgrades (upgrading customer terminals/PIN pads, ensuring proper cashwrap networking, upgrading wifi APs, upgrading router/switch). Ensuring that techs adhere to documentation and correct process, and to confirm either successful upgrade or backout.

Elk Grove, Ca

Provide end-to-end tech support for Apple corporate and retail employees as Apple’s go-to internal support group.Assist users in day to day computer operations, system and account maintenance, and general operating procedures.Software and hardware troubleshooting of OS X and iOS devices and educating users.Full documentation of all cases, providing excellent descriptions, reproduction steps, and troubleshooting procedures.Assisting all level of employees and positions and providing first call resolution as the ultimate goal.

--Infrastructure specialist-- - Troubleshooting and resolving PowerSchool server issues with Windows Server, OS X Server and Oracle 10g.- Responding to and resolving emergency critical issues and minimizing server downtime- Log mining, database recovery, system stability investigation- Resolving SSL and LDAP server connectivity. - Resolving client-end PowerTeacher issues. - Resolving Java compatibility issues on server and clients

- Troubleshooting and resolving PowerSchool issues with emphasis on first-call resolution- Working with Windows Server, OS X Server, Oracle 10g database- High call volume environment- Promoted to Senior Technical Support Specialist after this job was created

Member of pilot program of Call Coordinator

tech support agent for Mad Dog Multimedia, a CCS customer.

Web design, microsite creation, community design, marketing, graphic design, some sales.

Sales agent for Apple Computer's 1-800-MY-APPLE/Online Apple Store