Served as a project manager to update the University of Wisconsin - River Falls campus to Windows 11 ahead of Windows 10 end of life schedule. Used both agile and waterfall methodologies to plan, schedule, and track the upgrade of the various labs, classrooms, and offices on campus touching approximately 250 devices. Helped procure and inventory the equipment needed for the project. Standardized the many labs and classrooms with both a single cable solution for connecting devices to display systems and planning and programming a unified layout across the MLCs for input switching. End-of-life devices were removed, wiped, and transferred to our recycling partner. Received positive feedback from IT leadership for completing the project ahead of schedule.

Provided advanced support to customers through various channels including phone, email, computer chat, and in-person sessions. This included resolving complex technical issues by employing in-depth system knowledge. Additionally, it involved managing and installing standard software images across campus devices. Updating and tracking incident resolutions in the university’s ticketing system and knowledge bases is also part of the responsibilities. The role required assessing tickets from first-level support to understand and address technical challenges. Interacting with customers to gather detailed information about issues and guide them through troubleshooting procedures is crucial. Providing comprehensive backend support for troubleshooting and system maintenance is another key aspect. Furthermore, the role entailed addressing and resolving complex desktop-related issues and handling network connectivity and routing issues.

Provided Tier 1 Support to customers via phone, email, and computer chat, delivering prompt assistance and solutions to technical inquiries and concerns. Effectively communicated with customers, asking pertinent questions to accurately diagnose issues and leveraging available knowledge bases and resources to swiftly resolve them. Recognized the importance of escalating complex issues that surpassed the scope of Tier 1 support, ensuring seamless resolution by involving appropriate higher-tier technicians or specialized teams. Maintained a proactive approach in addressing customer needs, striving to enhance their overall experience and satisfaction with the support provided.

Provided exceptional customer service in a fast-paced retail environment, ensuring a positive and efficient experience for patrons. Managed food service operations, including preparation, presentation, and replenishment of food items. Collaborated with team members to maintain cleanliness and uphold hygiene standards. Demonstrated strong communication and interpersonal skills to address customer inquiries and resolves issues promptly. Achieved and exceeded sales targets through upselling and suggestive selling techniques. Adhered to company policies and procedures, contributing to a cohesive and high-performing team.

Provided a positive customer experience with fair, friendly, and courteous service. Registered sales on a cash register and fulfilled orders made through the online web portal. Resolved customer issues and answered questions. Processed return transactions. Maintained checkout operations by following policies and procedures and reported needed changes. Supported restocking as required. Maintained a safe and clean working environment by complying with procedures, rules, and regulations. Contributed to team effort by accomplishing related results as needed.

Provided a positive customer experience with fair, friendly, and courteous service. Registered sales on a cash register. Resolved customer issues and answered questions. Loaded customers' groceries into their cars as a value-added service. Supported restocking as required by collecting carts and restocking bags. Maintained checkout operations by following policies and procedures and reported needed changes. Maintained a safe and clean working environment by complying with procedures, rules, and regulations. Contributed to team effort by accomplishing related results as needed.