● Effectively diagnosed and resolved hardware, software, and networking issues for 2,200+ retail locations enhancing operational efficiency.● Managed 1,100 technical support tickets monthly, streamlining issue triage, significantly decreasing system downtime for the stores, and enhancing system uptime.● Partnered with team members to identify recurring technical issues, developed solutions, and implemented process improvements for enhanced productivity.● Meticulously documented all communications in the Service Now (SaaS) ticketing system.● Guided stores through PC re-imagining processes and assisted end-users with hardware installation.● Researched transactions/refunds, payment methods, and gift cards using ACI Worldwide/ACI Universal Payments and IQ Merchant.

● Enhanced customer service metrics by improving associate visibility and availability, improving customer satisfaction feedback scores.● Streamlined team functionality through task delegation and support, increasing productivity and timely task completion.● Managed BOPIS program, ensuring seamless online order pickups and in-store processes.● Oversaw store’s visual presentation, maintaining a consistent and appealing shipping environment.● Led monthly pricing activities, store needs, and freight team management, ensuring operational efficiency.