Senior Support Analyst
CurrentI am a Tier I Senior support analyst for both the corporate campus and the retail bookstores. My responsibilities include:o Support for the bookstores: Remote call center support daily for all technology in the store. It also includes on-site setup and installation of all POS systems, network printers and local DHCP server, which currently has transitioned to a cloud-based system. o Manage and ship from a corporate spares pool for the bookstores.o Repair returned equipment for… Show more I am a Tier I Senior support analyst for both the corporate campus and the retail bookstores. My responsibilities include:o Support for the bookstores: Remote call center support daily for all technology in the store. It also includes on-site setup and installation of all POS systems, network printers and local DHCP server, which currently has transitioned to a cloud-based system. o Manage and ship from a corporate spares pool for the bookstores.o Repair returned equipment for placement back into spares pool.o I use a Meraki dashboard that provides insight to the managed switch for their local bookstore network. o I serve as the lead for both the local and national bookstore events. In this position, I provide both the technical support and setup for events. I designed and built cases to secure the travel of all POS systems as well as the POS systems to be self contained to reduce setup time at the events. o Corporate customer support includes both Windows and Mac platforms.o Create training documentation for the team and outside vendors.o Assist other team members in resolution solving to serve our customers with excellence.In both support roles, I listen compassionately to their issue and strive to resolve it to allow them to regain their productivity. Show less
