Help Desk
Current● 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.