• Supervise operational systems for 109 retail stores in the Mid-Atlantic region.• Lead and coordinate vendor IT technicians responsible for providing hardware and software support.• Plan and oversee technology projects from initiation to completion in retail store environments.• Collaborate with IT teams across the enterprise to address and identify any technology challenges.• Handle and prioritize a high volume of ServiceNow tickets, ensuring timely resolution and adherence to SLAs.• Perform audits of retail technology systems, including POS, network security, and other digital tools.• Provide in-depth analysis and reports on usage, performance, and compliance metrics.• Develop and adhered to standardized processes for infrastructure reliability.

• Delivered exceptional service experience to clients.• Maintained professional and clear written communication, including log updates.• Managed individual call stacks, prioritizing entries based on severity and client needs.• Installed and diagnosed computer systems, terminals, peripheral devices, and associated hardware.• Provided internal analysis and assistance during system outages or reduced performance.

• Conducted meetings with prospective clients to ascertain their specific requirements.• Defined the necessary software, hardware, and network prerequisites.• Diagnosed and resolved technical challenges.• Assisted in the integration of new technologies.

• Delivered outstanding customer service to clients and employees• Provided Tier I & II help desk support to clients• Assisted installing images on clients’ laptops (Hp, Dell)• Escalated tickets using Freshdesk to the relevant technical support• Demonstrated solid knowledge in Windows 10 operating system• Provided basic networking trouble shooting (VPN’s, broadband, routers, switches, modems)• Helped employees setting up docking stations to improve performance • Performed monthly backups on windows 10 devices• Performed set-up and breakdown of organization’s equipment• Installed and updated/upgraded hardware and software as required

• Discussed products & prices with customers to properly match customers with technological needs• Performed and assisted with inventory management by reconciling shipping lists with products delivered• Reviewed product catalog to answer customer questions regarding cost and availability• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently