Heather A. Email & Phone Number

Lexington, Sc, Us

Lexington, South Carolina, United States

• Organized remote tech systems such as methods of communication and workflow to create a selfmanaging system to bolster store income.• Maintained device repair flow and expanded available skills of both myself and the team to cover adiverse range of electronics including hardware and software.• Analyzed store sales trends, resulting in a 340% sales increase.• Led a stockroom operations study that reduced shrink by 16%.• Produced detailed reports and presentations using Microsoft Excel and Power BI.• Developed and implemented company-wide policies and procedures.• Organized remote tech systems to bolster sales and provide more repair services yielding highsatisfaction results.

Augusta, Georgia Area

-Delivered Tier 2 remote support for hardware, software, and enterprise systems, specializing in ServiceNow administration to resolve client technical issues beyond first-level support.-Applied diagnostic techniques to troubleshoot and resolve incidents, ensuring compliance with Service Level Agreements (SLAs) and coordinating escalations for complex issues.-Monitored and enhanced operational processes, including incident resolution, root cause analysis, and change management to drive continual service improvement.-Authored and maintained clear, accurate technical documentation and developed training materials for both internal team members and client staff.-Managed and supported new system implementations, collaborating closely with clients to meet technical requirements.Skills: ServiceNow Administration, Tier 2 Technical Support, SLA Compliance, Diagnostic & Troubleshooting, Client Training & Documentation

South Carolina

-Developed and delivered comprehensive technical training materials, guides, and documentation to support the EasyTech and Matrix programs.-Provided operational and 2nd-level support for store associates, managers, and field leadership, resolving escalations and ensuring seamless service delivery.-Managed and maintained the knowledge base, quality audits, and call monitoring for core programs, supporting continuous process and policy improvements.-Supported key technology initiatives, including the Mobile Initiative, through real-time updates, system maintenance, and credential management.-Collaborated with cross-functional teams to roll out new programs, tools, and operational capabilities, driving store-level efficiency and enhancing customer service.-Acted as a trusted partner and liaison with Merchants, Store Operations, HR, and L&D to support program execution and operational improvements.Skills: Operational Support, Training Development, Knowledge Base Management, Microsoft Office, Cross-Functional Collaboration, Technology Hardware & Services

-Provided in-depth technical support and guidance on Microsoft hardware, software, and integrated solutions, helping customers and staff navigate complex technology needs.-Facilitated store-wide expertise by training associates on Microsoft products, increasing team knowledge of troubleshooting, product functions, and practical applications.-Leveraged technical knowledge to simplify and communicate product features and integrations, ensuring accessible solutions for diverse technical backgrounds.-Strengthened customer relationships through clear technical guidance, fostering trust and long-term support.Skills: Microsoft Technology Proficiency, Technical Support, Training & Mentorship, Problem Solving, Communication

Obtained foundational knowledge of business sales and operations.Learned to gather and analyze sales and operational meaningful data.Leveraged gathered data to improve both sales and operations on a small scale.