• Assess initial problem identification and supporting field emergencies after business hours, including Store Maintenance, Asset Management, and Operational issues by placing service call to appropriate contractors, or escalating issues as necessary• Provide first level support for internal corporate office issues, and second level of POS support by diagnosing and resolving various PC related problems ranging from software bugs to major hardware malfunctions• Troubleshoot and repair various hardware equipment, such as routers, access points, switches, PCs, laser printer, receipt printers, cash drawer, barcode scanner, portable data terminals, etc.• Support and monitor the installation and performance of store WAN equipment

• Greet and provide an enjoyable shopping experience for all customers.• Directed a team of 15 associates, achieving a 25% increase in customer satisfaction scores by implementing comprehensive training programs and streamlined communication protocols.• Improved customer satisfaction by 25% through personalized interactions and efficient handling of queries and concerns using CRM software, ensuring a seamless customer experience.• Directed a team of 15 customer service representatives, implementing new training programs and quality assurance protocols that improved customer satisfaction scores by 25% within six months.