Highly skilled and customer-focused Help Desk Specialist with over 5 years of experience providing technical assistance and support related to computer systems, hardware, and software. Proven ability to troubleshoot complex technical issues with a high degree of accuracy and speed. Known for excellent customer service skills, with a track record of increasing customer satisfaction. Adept at explaining technical issues to non-technical users. Holds several CompTIA certifications such as A+, Net+ and Security + as well As Google certifications and is continually seeking to improve technical knowledge and skills

Helpdesk Analyst with a strong background in providing technical support and troubleshooting services for end-users. Proficient in diagnosing, resolving, and documenting hardware and software issues, as well as escalating complex problems to higher-level support personnel. Skilled in training users on new systems and software, maintaining a high level of customer satisfaction, and contributing to team efforts to meet and exceed help desk service goals. Demonstrates excellent communication skills, a patient and methodical approach, and the ability to manage multiple tasks simultaneously.

• Discuss concerns and opportunities with small to medium sized businesses, offering online and mobile solutions for growth• Promote and develop contracts for web design, mobile applications, SAAS, online reputation management, chat bots, text marketing and other services• Build client base by efficiently leading business and sales calls, onboarding new clients, and training clients on how to use various software solutions for business

• Led store operations to deliver exceptional customer service, consistently meeting all operational objectives, sales targets, and financial goals, while ensuring strict adherence to company policies and procedures.• Implemented a comprehensive employee motivation and training program, preparing staff for multiple roles and ensuring a pool of qualified replacements ready to step in for open positions as they occurred.• Leveraged proprietary software to negotiate and provide financial assistance to both new and existing customers, effectively addressing their diverse financial and insurance needs.

• Cultivated a store culture centered on sales proficiency and product knowledge, providing leadership and fostering continuous development to uphold this culture. • Proactively monitored and managed sales activities within the store, supervising, training, developing, and coaching staff, and implementing positive discipline when necessary. • Maintained a presentable store environment to ensure a friendly and positive customer experience, adhering to the EASY service and sales model. • Utilized specialty software to swiftly and accurately troubleshoot, diagnose, and repair client technology issues, delivering solution-based recommendations to clients in a timely manner.

• Exercised comprehensive leadership for the branch, taking accountability for all aspects of branch operations to ensure optimal levels of customer service, team member satisfaction, and financial performance. • Operated and performed basic maintenance on printing and bindery equipment, ensuring continuous production. • Delivered training to both new and existing team members on the use of proprietary printing software, commercial printers, and auxiliary equipment.