o Primary person of contact at the primary warehouse for all Wake County Public Schools Technology and the overseeing of testing/refurbishment programo Resolve all MSE Help Desk tickets for organization in regards to technology fulfillment requests and supporto Logistics Coordinator in operations ensuring successful deployment of student, staff, and other applicable devices to nearly 200 locations in the district.o Responsible for operations at the warehouse and ensuring all contracted personnel effectively and efficiently complete require taskso Developer of SOPs to hold accountability to all compliance processes in organizationo Oversees and participates in device refurbishment program to ensure device parts replacement, reimaging, OS updates, quality assurance tests, sanitization, and refurbishment for utilization in fulfillment requests from o Oversees and participates in device refurbishment program to ensure device parts replacement, reimaging, OS updates, quality assurance tests, sanitization, and refurbishment for utilization in fulfillment requests from organization

o Primary person of contact for approval and allocation of hotspot mobile internet service for virtual learning purposes for students impacted during the Pandemico Successfully developed a streamlined process using Google Cloud infrastructure in particular Google Sheets to maintain documentation and processing requests efficiently and in mass to ensure turnover time of 24 to 48 hours on 95% of requests.o Extensive utilization of MSE Help Desk for ticket resolution and communication to ensure a consistent workflow process.• Managed over 4,000 ticket resolutions over fourteen months including both request and support resolution.o Coordinated with wireless representatives to resolve warranty-impacted devices to replace non-functioning devices to maximize our utilization.• Replaced over 100 device(s) at no charge to the organization via the Verizon Warranty Replacement Programo Developed SOP processes for troubleshooting in the field and remotely as well as a refurbishment process for returned devices to maintain an efficient reutilization of devices• Resolved any support issues with Level II troubleshooting and/or replacement of existing users of hotspots.o Assisted in staff device imaging processeso Reimaging of refurbished staff devices for reutilization as needed for Staff in WCPSS Organization• Includes wiping of all information and formatting with the latest WCPSS-approved imaging of Windows OS.o Maintaining driver & BIOS updates for incoming/outgoing deviceso Managing devices in Active Directory to add/remove assignment locationso Assisted in the distribution and setup of staff devices for the user(s)o Assisted with template development & process workflow development of staff device processeso Assisted in ticket resolution of charger replacements sent via courier

o Leader responsible for client relations and resolutions, Daily responsibilities include contacting clients via phone/email about account and order needs, providing information, guidance, and resolution for any issues including warranty and service.o Office management of all required documents required by credit laws for retention and compliance in a secure and organized manner via digital upload and secured paper retention.o Reviewing upcoming orders and following up with upcoming delays with clients due to pandemic production issues which have highly escalated, using a forthright informative manner while empathizing to get client understanding and acceptance form provided delays,o Daily contact calls via phone to communicate updates to customers on logistical delivery updates.o Weekly Warehouse Inventory Reconciliation for accuracy with a 98% accuracy rate

o Key holder responsible for 200+ employees' training, attendance, and accountability.o Responsible for managing backroom warehouse inventory and setting up processes for receiving shipments for the next day (Setting up Unload Process, Palletizing Product, Backstocking Product)o Responsible for ensuring all inventory is properly stored, and maintained in designated locations in a neat, clean, and organized manner.o Ensuring processes are completed efficiently by setting goals and efficient follow-up with time management and resolving problems as they occur.o Providing/setting expectations for superior guest satisfaction through feedback and talent development to increase profitability.o Utilizing NPS and survey feedback and reaching out to customers to resolve any concerns or issues which they have had with instore to include visual, interactions, in-stock.o Trainer of certified Power Lifting Equipment for backroom warehouse including forklift, electric jack, and stock picker

o Primary person responsible for asset management of all serialized serial products on a daily/weekly/monthly basis via cycle counts through a scan-based system integrated into an SAP software systemo Optimized inefficiency in serialized scanning of Apple-based products due to their multiple and small bar codes by developing an Excel spreadsheet to input the numbers for replacement labels to expedite the scanning process increasing efficiency and reducing errors on counts.o Direct responsibility for receiving a shipment of high-dollar serialized electronics including mobile phones, tablets, & smart devices ensuring invoices were processed and inventory was properly accounted for in inventory management systems.o Direct person responsible for troubleshooting physical and software-based issues with mobile devices including cellular phones and tablets to include physical break/fix solutions.o Coordinated with individual and small businesses in the utilization of cellular devices primarily in mobile hotspots and tablets, working with them to show How-To’s, providing in-store and remote support troubleshooting and warranty replacements for clients after following standard guidelines.o Directly responsible for client relations and metrics on NPS in-store and with small businesses. Utilizing knowledge of products, educating clients on how to efficiently use products to suit their needs, and following up timely as needed to all concerns to ensure satisfaction.o Developed multiple PowerPoint presentation classes for small businesses to educate them on how to use their products properly (Have experience doing this via Teams)o Provided exemplary customer service and was consistently ranked at the top of the company's NPS surveys which were reviews from customers about their experience and service.