Responsibilities:• Physical Productso Place and track equipment orders for business.o Receive and inventory equipment orders from shippers.o Create configuration records for received products.o Utilize ticketing system ConnectWise Manage to ensure appropriate next steps.• Licensingo Place and track licensing orders for business.o Maintain open communication with clients.o Update inventory, configuration records, and billing in ConnectWise Manage.o Acquire and activate new license keys.o Create configuration records for newly acquired licenses.• Invoicingo Review procurement related invoices for accuracy.o Review monthly Microsoft CSP invoices for accuracy.o First line of billing investigations for billing irregularities.• Administrativeo Coordinate administrative functions of various partner programs.o Track and execute renewals for various partner programs.

Responsibilities: • Manage the following areas of high value accounts. o Monitor orders from generation to shipment to ensure same-day SLA goal. o Maintain client contact via ticketing system to correct credentialing issues. o Maintain ESET security software console and monitor licensing. o Maintain documentation in accordance with client software and hardware needs. o Provide permanent issue resolution for configuration and shipment errors.• Provide helpdesk support for Apple products and Jamf MDM services.Projects:• Corrective Action Report Project: o Review, investigate, and document evidence for corrective action reports. o Resolve backlog of 25 past due / overdue corrective actions. o Create and deploy resolutions to address vulnerabilities.• Chromebook Automation and Efficiency Project: o Update Arduino code and create tools to automate Chromebook enrollment. o Create ChromeOS recovery flash drives based on specific version required by client. o Update documentation to ensure lab instructions are error free and easily accessible. o Access Google Workspace console to ensure data integrity and services are set correctly. o Access Google Workspace console to enroll/unenroll Chromebooks for testing.• Flash Drive Media Project o Restructure lab flash drive media process to ensure availability and functionality. o Created tracking and tagging system to monitor media to ensure media is kept current. o Promptly decommissioned out-of-date media to prevent cross-contamination in lab. • Mobility Data Project o Serve as single point of contact for mobility department. o Access, format, and provide required activation data to mobility. o Update documentation to ensure lab captured appropriate data on orders.• Zero Touch Enrollment Project o Obtain enrollment information from sales team. o Process enrollment information through the Zero Touch process. o Verify enrollment via the Google Workspace console and make required corrections.

• Initiate debit card disputes via phone, email, and signed affidavit. • Research and resolve 20 - 30 disputes and communicate resolution to clients daily.

• Answer inbound phone calls for Bank of America.• Provide technical assistance for Bank of America online bill pay service.

• Provide training to team members on processes and procedures relating to EV Charging.• Document and escalate issues to Field Operations.• Provide detailed technical support for EV Charging.• Educate 50 – 60 clients daily on charging procedures.• Handle and resolve billing issues related to EV Charging and subscription plans.

• Provide product and services sales support. o Grew sales metrics, achieving multiple top 10% sales performance awards.• Provide scheduling assistance for branch and franchise locations. • Provide new hire side-by-side support.

• Write, run, and modify database queries and scripts in PL/SQL and Oracle.• Review daily and weekly trending reports and monitor for anomalies and pattern changes.• Reconcile billing, network, and equipment databases to ensure proper customer billing.• Compile and write technical procedures for departmental use.

• Maintain mastery experience with all elements of the customer service group.• Maintain mastery level support for all Verizon Wireless products and call types including: o Billing issues, equipment issues, consumer relations issues, technical support issues, and new product support.• Manage departmental scheduling to ensure appropriate resource allocation.• Research and resolve high risk billing and equipment issues.• Audit and analyze equipment orders and credits.• Form interdepartmental partnerships to resolve complex technical issues and escalated billing issues.• Investigate network trouble tickets using Remedy and analyze trends in open tickets. • Compile and write technical articles for customer service use.• Review and implement coordinator Knowledge Base feedback.In this role, I maintained the highest performance rating for 4 years.

• Handle customer service and technical support calls.• Troubleshoot consumer cellular and computer equipment.• Investigate and report equipment issues to manufacturer.• Investigate and report software issues to IT team for resolution.• Report network issues to engineering team for resolution.• Grow data service and smartphone saturation percentage in consumer markets.• Handle supervisor escalation calls and provide customer focused solutions.• Mentor and supervise technical support and customer service new hires.In this role, I obtained the highest performance rating for 3 years.

• Handle consumer calls related to billing and customer experience.• Handle tier 1 technical support for voice, text, and data.• Provide customer focused solutions to consumers.In this role, I maintained the highest performance rating for 1 year.

Non-commissioned officer responsibilities:• Training and Development.• Mentorship.• Customs and Courtesies.• New Recruit Orientation. Base Honor Guard Member:• Military Funeral NCOIC• Color Guard NCOIC Base Fuels Flight responsibilities:• Providing computer administrative support.• Performing quality assurance monitoring.• Performing vehicle maintenance.• Delivery and accounting of JP-8 jet fuel. Base Paralegal areas of responsibility:• Legal Assisting• Administrative Justice• Civil Law• Records Administration