• Repaired and replaced faulty parts in mobile devices, laptops, and computers, ensuring optimal performance and extending the lifespan of customer devices• Expertly diagnosed and resolved complex hardware and software issues, ensuring minimal downtime and optimal device functionality, contributing to a 95% customer satisfaction rate• Built strong customer relationships by providing clear communication, setting expectations, and delivering high-quality repairs, consistently earning positive feedback and loyalty• Performed comprehensive quality tests after each repair, reducing post-repair issues by 15% and ensuring devices met rigorous standards before returning them to customers• Customized devices with the latest software and programs to meet individual customer needs, enhancing functionality and improving user experience• Led strategic store operations by analyzing P&L reports, improving revenue margins, and increasing store productivity by 20% through process optimization and cost-saving initiatives• Mentored and trained staff in troubleshooting techniques and customer service best practices, resulting in a 15% improvement in repair turnaround time and enhanced team efficiency• Optimized workflow processes, reducing bottlenecks and streamlining the repair process to ensure quicker service and reduced operational costs

• Provided exceptional customer service by promptly addressing inquiries and resolving issues, turning potential challenges into positive experiences, which led to consistent praise from satisfied customers• Arranged and maintained merchandise displays, ensuring attractive layouts and accurate pricing, leading to a noticeable increase in customer engagement and sales of featured products• Led store operations in the absence of management, ensuring smooth day-to-day operations, handling opening/closing duties, and supervising staff to maintain high standards of service• Maintained high standards in merchandising and visual presentation, creating an inviting store atmosphere that encouraged repeat business and positive word-of-mouth, contributing to customer loyalty• Resolved cash discrepancies and ensured accurate financial records, maintaining the store’s reputation for integrity and transparency in handling transactions• Supported daily operations, including inventory control, ensuring product availability and minimizing stock discrepancies through effective inventory management

• Reduced downtime by 30% by leading network troubleshooting efforts, optimizing infrastructure with FortiGate firewalls and Meraki networks, and resolving connectivity issues• Led the deployment and integration of new technologies across multiple branches. Utilized Active Directory (AD), DNS, and VPN configurations to enhance system performance and operational efficiency• Streamlined system deployment using SCCM and Intune, optimizing device management for JAMF and MDM profiles, improving endpoint security and reducing manual processes by 40%• Improved security by 50% by implementing and managing OKTA (SSO) and conducting regular security audits across the organization• Authored technical documentation for SCCM, Intune, and OKTA, supporting over 1,000 end-users and ensuring effective knowledge-sharing across teams• Achieved 98% customer satisfaction by leading effective issue resolution and fostering clear communication across teams• Trained support teams on IT policies and procedures, improving their problem-solving abilities and reducing incident escalations by 30%• Leveraged ServiceNow and SolarWinds to align IT services with business goals, driving operational success and delivering results within budget• Fostered strong relationships with stakeholders, colleagues, and customers, ensuring high levels of trust and consistent, reliable service

• Provided global end-users with comprehensive technical support, addressing cross-platform issues and resolving problems across multiple time zones, ensuring smooth operations and a 20% increase in global productivity• Strengthened security by delivering tailored security training to staff, reducing security incidents by 10%, and developing actionable materials for ongoing education on data protection• Optimized IT expenditure by 15% by identifying underutilized resources and negotiating better vendor agreements, maintaining high service standards while reducing costs• Created detailed support materials and technical guides for end-users, focusing on common system issues to minimize external dependencies and enable staff to handle 30% more issues independently• Led complex server migrations using Dell and IBM servers, ensuring minimal downtime and maintaining seamless business continuity during critical upgrades• Administered and configured Xerox, Brother, and Canon printers to maximize uptime and ensure 20% more workplace efficiency• Configured new employee hardware (Dell, HP, Lenovo) and software, enabling seamless onboarding and getting new hires fully operational in under 24 hours• Managed network configurations and security protocols, employing FortiGate firewalls to mitigate risks, prevent unauthorized access, and protect sensitive data• Implemented process improvements that increased organizational efficiency by 15%, utilizing collaborative tools and automating workflows to streamline daily operations