Providing remote and on-site assistance with troubleshooting of various IT related issues and equipment for hardware, software, and network components across varying campuses between Jacksonville and Georgia while informing clients about the progress procedures of the work to be provided.Key Contributions:• Providing high quality of services and meeting SLA priorities within the allotted timeframe• Assisting with management of assets assigned to varying facilities and • Performing remote and onsite technical assistance for hardware, software, and network configurations for primary and secondary site locations to assist user capabilities and functionality.• Assist in team collaborations for high priority incidents that involve multiple technical teams to resolve complex or widely affected facilities and users.• Utilize ServiceNow platform to assist users with incident tickets, review assets status, review and update KB articles for existing or new IT related issues and manage self-assigned tickets to prioritize completion with SLA.

Provided IT technical support service through remote software sessions to troubleshoot ophthalmic equipment that is integrated with the company or practice through troubleshooting of hardware, software, and network related issues.Key Contributions:• Provided remote assistance with hardware and software configuration of ophthalmic devices.• Assisted in training new potential tier 3 associates of systems and software that is utilized.• Assisted in new implementation of systems and software.

Successfully assisting technicians, managers, and Walmart partners with the creation and advisement of jobs for Multiskilled and Rhvac related jobs for Walmart facilities services. Following merger with Walmart I assist with payments and online billing discrepancies for customer contacts in one-on-one call, chat, or email sessions.Key Contributions:• 90% and above KPI measurements for customer service• Monthly achievement award for excelling in standards.• Placed on special project teams to oversee completion of the project.

Worked alongside a team of IT technicians and assisted faculty and students with general IT troubleshooting via virtual chat, walk-ins, and phone calls for tier one issues from hardware to software issues.Key Contributions:• Assisted in remote and on-site troubleshooting for the university. • Provided client facing support and chatroom support for students and faculty.

United States Navy Sailor • Administrative Information SystemsWorked in an Administrative office for Air Department, and overlooked the accountability, and training of over 200 naval personnel. Gained knowledge of Microsoft Windows Desktop Operating Systems (Windows XP and Windows 7. Was able to troubleshoot and resolve end user issues. Aid staff and users in solving computer-related problems.

My main focus at work was to provide exceptional customerservice experiences. In the process was able to develop stronginterpersonal skills and ability to interact favorably with a widevariety of people.