Taylor Epps Email & Phone Number

Jacksonville, Florida, United States

Jacksonville, Florida, United States

IT Service Desk TechnicianAs an IT Service Desk Technician, I am responsible for delivering comprehensive technical support and exceptional customer service to ensure the seamless operation of IT systems and user satisfaction. My role includes:Technical Support: Providing prompt and effective solutions for a wide range of technical issues, including software applications, hardware components, and network connectivity. I troubleshoot and resolve problems efficiently to minimize downtime and enhance user productivity.Customer Service: Offering white-glove support with a strong focus on delivering an outstanding customer experience. I handle incoming calls professionally, communicate clearly with users to understand their needs, manage expectations, and ensure their issues are addressed promptly and thoroughly.System Administration: Managing user accounts and permissions through Active Directory. This involves handling access requests, password resets, and account modifications to ensure secure and efficient user management.Incident Management: Utilizing multiple ticketing systems, including Salesforce, Summit, and Freshservice, to log, prioritize, and track support requests. I ensure timely resolution of incidents and service requests while adhering to established service level agreements (SLAs).Technical Documentation: Creating and maintaining documentation for common issues, solutions, and procedures. This documentation helps streamline support processes and enhances team knowledge.Continuous Improvement: Identifying opportunities for process enhancements and contributing to the development of best practices to improve service delivery and operational efficiency.Collaboration: Working closely with other IT teams and departments to address complex issues, implement system upgrades, and ensure alignment of support efforts with organizational goals.

Jacksonville, Florida, United States

As an IT Equipment Coordinator at Amazon, I am responsible for managing and optimizing IT inventory within the Fulfillment Center. My role includes:Inventory Management: Efficiently overseeing the allocation, maintenance, and organization of IT equipment, ensuring all assets are accurately tracked and maintained.Procurement and Delivery: Coordinating the ordering and delivery of IT assets to meet operational needs, ensuring that equipment is procured and delivered in a timely manner.Asset Audits: Performing regular audits of IT assets to ensure inventory accuracy and adherence to standardized processes.RMA and Repairs: Managing the Return Merchandise Authorization (RMA) and repair process for devices under warranty, facilitating quick and effective resolution of equipment issues.Housekeeping: Maintaining a clean and organized IT workspace through effective housekeeping practices.Support and Collaboration: Supporting IT Support Technicians and IT Support Engineers with daily projects and activities, contributing to the overall efficiency of the IT team.In this role, I report directly to the IT Manager and am committed to enhancing operational efficiency and contributing to the success of the Fulfillment Center by ensuring seamless IT operations.

Jacksonville, Florida, United States

Supported daily operations under the guidance of the Area Manager, contributing to the efficient functioning of multiple Fulfillment Center areas. Assumed responsibility for tasks such as labor allocation, leading meetings, assigning job duties, and liaising with internal and external suppliers. Provided coverage for Area Managers during vacations, ensuring continuity in departmental operations. Tracked and reported on ATS/labor hours, contributing to effective workforce management. Trained and mentored associates, ensuring adherence to Standard Operating Procedures (SOPs) and enhancing team performance. Played a key role in maintaining area performance standards, employing tracking, reporting, and feedback mechanisms. Engaged in Operational Excellence initiatives, driving improvements in workflow efficiency. Assisted with production duties as needed, demonstrating flexibility and dedication to operational goals. Reviewed and updated SOPs to align with evolving operational requirements. Ensured cleanliness and organization in the work area, identifying and addressing safety hazards promptly. Coached associates on safe work practices, actively participating in safety initiatives. Facilitated immediate reporting of job injuries to the area manager, prioritizing employee well-being.

Jacksonville, Florida, United States

Managed UPS Small Package hub and sort activities, ensuring accurate sorting and loading of packages onto appropriate trailers for onward movement. Accountable for dispatching loads on time and to designated locations, optimizing operational efficiency. Supervised unloaders, sorters, and part-time supervisors, providing guidance and support for daily operations. Analyzed load forecast volume projections to determine staffing requirements, ensuring optimal resource allocation. Reviewed daily operational reports to monitor productivity and performance metrics, implementing improvements as necessary. Collaborated with hub and feeder management to plan peak season and special sort activities, ensuring seamless operations. Conducted meetings with union representatives to enhance employee relations and mitigate issues proactively. Monitored and ensured compliance with safety regulations, analyzing test results and maintaining training documentation. Identified employee training needs and developed continuous development plans to enhance team capabilities. Provided constructive feedback, conducted performance evaluations, and addressed individual and group performance concerns.

Certificate, Software Development

Earning Certifications in Java, Python, Go, SQL

Information Technology, Computer And Information Sciences And Support Services

Earning CompTIA ITF+, A+ , Network+

High School Diploma, Military Science, Leadership And Operational Art, 12

Activities and Societies: Baseball, Airforce Junior ROTC