• Handle escalated technical support incidents from Level 1 support via ServiceNow, providing advanced troubleshooting and resolution for retail store issues to ensure seamless operations and excellent service delivery.• Provides technical leadership and guidance to the team of technicians responsible for supporting and maintaining store technology systems.• Interacts with technology vendors, manages vendor relationships, and oversees the procurement of technology products and services.• Leads and participates in store technology projects, such as system upgrades, installations, and deployments.• Monitors the performance of store technology systems and conducts regular assessments to identify opportunities for optimization.• Mentors and trains junior technicians, shares best practices, and ensures consistent high-quality technical service delivery.• Collaborate with the knowledge management team to create and refine knowledge articles, ensuring clear, accurate, and user-friendly resources for the help desk.

• Troubleshooted T1, 4G, and broadband circuits for seamless store operations.• Provided 2nd level technical support to various internal groups for system problem resolution.• Coordinated installation of store equipment in new stores, ensuring smooth operations.• Identified potential installation issues and took proactive actions to prevent delays.

• Provided technical support for over 9,600 CVS/Pharmacy stores and 800 Minute Clinics, troubleshooting hardware and software issues.• Documented and resolved problems using HP Service Manager, ensuring timely resolution and exceptional customer support.• Managed call volumes efficiently, meeting or exceeding performance standards set by the Retail Support Center.• Maintained up-to-date knowledge of policies, procedures, and troubleshooting techniques.

• Provided technical support to CVS store and pharmacy employees, resolving system issues promptly.• Documented problems accurately in HP Service Manager, ensuring efficient troubleshooting.• Exceeded Retail Support Center performance standards by managing call workload effectively.• Achieved high customer satisfaction by analyzing and resolving issues within service level agreements.