- Providing first and second-level IT support to staff via telephone, remote, and on-site for hardware and software.- Responding professionally to phone, email, and live inquiries with agreed-upon SLAs.- Documenting all relevant user identification, including contact information and the nature of the issue.- Created tickets for various issues and service requests via corporate ticketing system.- Deployment of hardware including laptops, desktops, monitors, and peripherals.- Assisted with onboarding new users and modifying existing users via Active Directory.- Trained and supported new team members referencing service desk operational procedures.- Adapted and identified recurring known issues and quick fixes, striving for first-call resolutions.- Contributed to the support of high-profile individuals including council members and directors.- Assisted with making adjustments to user accounts and permissions via Microsoft 365 admin center- Imaging corporate devices and pre-installing required software for end-users

- Selling directly to customers, work closely with partners, and create new owners of Apple products.- Providing an amazing experience for customers by showcasing Apple products, accessories, and services- Ensuring all Apple fixtures, product exposures, and merchandising elements in the store are up to date and maintained according to Apple's standards.- Educating customers by delivering individual and group product demonstrations, sharing the latest sales promotions, and encouraging adoption of the Apple platform.

- Investigated and resolved many customer appliance issues- Trained and developed new team members within the department - Crossed-trained with extensive knowledge to sell in computing solutions and major appliances - Assisting customers with locating merchandise on the sales floor- Up-selling additional warranty protection and other store services- Operated POS systems to complete customer transactions

- Consistently demonstrated AEO customer service to achieve sales goals.- Ensured merchandise was restocked to the correct location on the sales floor.- Proactively resolved customer concerns in a manner consistent with company policy.