• Discovered the need for a proper on-boarding process for new faculty, staff, and students to the institution. Therefore created a solidified position to positively impact the organization.• Created numerous amounts of training materials, from workshops to one to one sessions. Basing the need of learning on the end users interactions with technology.• Integrated with every department in the institution, and verified the technology needed to be as efficient as possible, and understanding the software needed to retrain or support when needed.• Manage and support the use of internal systems using FinalSite services for the faculty and student interactions.• Inclusive of still supporting the Help Desk staff with all other technology needs.

- Part of a helpdesk staff whom provide technical services, network configuration, workstation configuration and deployment and general desktop support for a local end-user base of 200+ users.- Responsible for configuration and deployment of workstations using Casper Suite and Apple Remote Desktop. Assuring faculty and student workstations are optimized for everyday needs.- In charge of account management and constant administration for several local and cloud based services such as Google Apps, FirstClass Email servers, VoiceThread, ZenDesk, and Active Directory.- Constant partnership with the Director of Technology on the day to day functions of the help desk, and providing solutions when any type of issue arises.

• Contact and brief higher management of the day-to-day activities in the services and support area.• Provide up to date information to Genius team by providing daily huddles and constant written com- munication.• Developed strategies by identifying trends in the business using both internal based software and Medallia for the overall customer experience by driving improvement in Turn Around Time and customer service at the Genius Bar. Therefore increasing both utilization and overall customer satisfaction by 50%• Actively engage in the selection process for potential candidates. Additionally, identifying training op- portunities for the team to improve upon, and evaluate individual performance.• Focused on both customer and employee experience equally. Built a rapport and trust with the team to find areas of concern, which improved their work/ life balance. As a result, our customer experience directly reflected the teams behaviors.• Utilized systems like Kronos to develop the best scheduling of our team. Overseeing the planning of training, requested time off/ vacation, and proper zoning for daily operations.

Grew from a mobile device technician to a computer technician in a matter of a few months. Certified inboth iOS and Mac OS X.• Fine tuned time management opportunities to become a better technician, and an overall better resource to the team.• Was sought out to become a regional trainer with the on boarding process of both new mobile techni- cians or soon to be computer technicians.• Joined a regional Managerial Program, and gained in role experiences to become an effective leader utilizing tools like MBTI and Lominger Competencies.