Duties include but not limited to: processing of incoming calls to the Help Desk/Desktop Service Level Agreements to ensure courteous, timely, and effective resolution of end user issues, in accordance with departmental policies and procedures. Maintain high customer satisfaction levels. Analyzes performance of help desk activities and documented resolutions, tracks and analyzes trends in help desk requests. Perform full and incremental weekly backups of IBM AS400 systems. Ensuring sales are processed and interfaced each day for all the stores. Ensures internal KPIs and metrics are being consistently met. Monitors and prioritizes day-to-day tasks. Manages shift schedule to avoid coverage gaps and meet needs of business. Manage and execute level 2 escalations as needed. Assists with development, implementation, and maintenance of Helpdesk/Incident Management documentation and end user FAQ and knowledge base guides. Supports the company's strategies and departmental goals through accomplishing tasks as assigned. Develop, train and coach team members. Communicate and train all new technology releases to stores and internal employees. Attend daily meeting to discuss common and re-occurring issues. Work with Engineers and Developers to communicate and resolve higher level issues. Sev1/P1 issues-Determine if callouts are Sev1, stay engaged and assist Incident Management group until resolution. As necessary, provide answers to customer/caller inquiries regarding status updates and services, field escalations. Maintain a positive work atmosphere with the team and internal departments. Responsible for handling on call support issues 24/7.Technology supported:TCP/IP, Windows Active Directory, Windows Remote Desktop, LAN Desk, POS Systems IBM AS400, Cisco routers, switches & Access Points, Symbol RF Scanners, Spectralink IP phones, Snom PA devices, Xocom Units, PAX Pin pads, Zebra ET50 and ET40 Tablets, laptop configuration and repair, thin clients etc.

Supervised temporary employeesPerformed daily delivery management through accepting, processing, and delivering inventoryMonitored auditorium schedules and coordinated events and meetingsManaged shipment preparation and coordinated with major shipping companiesPerformed building maintenance not limited to office equipment / furniture placement, lighting system maintenance and HVAC

Process and examine all outgoing orders for the company via FedEx, Estes and UPS. Attach shipping labels on containers and post shipping charges, weights and affix postage. Maintain inventory of shipping materials and supplies. Communicate with customers on the status of their orders. Coordinate with the receiving team with special orders for the customers.

Assist delivery driver with the daily truck inspection, using checklist. Assist delivery driver with prepping the product for their deliveries and with the loading of the product onto the truck. Assist delivery driver with the completion of the delivery. Deliver product, move old appliances, complete the appropriate hookup. Haul away old product or anything to complete the delivery process Once deliveries are complete, assist the delivery driver in checking in the truck and unloading the truck Assist delivery driver in sweeping out the truck box Assist delivery driver in maintaining and cleaning all equipment Perform other duties deemed necessary by the delivery supervisor or director of operations.

Dispose of junk mail. Date stamp all incoming mail. Sort out mail such as returned letters, adjustments, bills, orders, and payments. Apply correct postage on all outgoing mail. Sort all packages/mail bags for different branches. Trained all temporary employees.