Support engineers with tools and workflow.

Monitoring and administration of ticket queues, ensuring compliance with SLA anddelivering high-quality customer service.Initiate work scheduling, comprehensive team training, and onboarding processes for newhires.Enhanced access provisioning and de-provisioning processes to streamline operations.Instrumental in developing and refining IT service management processes, contributing tocontinuous improvement efforts.Directly communicate with internal customers, effectively handling escalations and promotingswift resolutions.

System Administrator• Managed troubleshooting and customer escalations within a ticket-based workflow while achieving SLArequirements by ensuring proper recording, documentation and closure of trouble tickets• Managed troubleshooting of technical issues escalated from Tier 1, in real time, while ensuring clear andeffective communication throughout the cycle of support, including account provisioning, integration product bugs, etc.• JAMF certified: create rules inside JAMF, including locking devices• Work with Jira and Agile workflowas a set of stages involved in completing complex projects by breaking the production process into smaller individual cycles sprints

- Act as a primary contact for all internal IT support requests- Provides hardware, software, and account Service Desk support and technical education to end users on computer, mobile devices, and printers- Troubleshoots Mac, Windows and Linux software and hardware for end users through service desk walk-ups, chat or video conference- Ability to quickly adapt to changing needs, infrastructure, and evolving business processes

•Managing Apple store’s calendar and daily schedule to for Apple Genius Bar appointments, prioritizing conflicting requests, tracking store action items and following-up to ensure completion. •Assist new Apple product owners get started and current ones get quick, efficient support on all their products while developing strong, positive relationships with Apple •Troubleshooting customer escalations in a ticket based workflow while achieving SLA requirements, and ensure proper recording, documentation and closure of trouble tickets•Communication experience with experience explaining technical steps to a non-tech audience•Hands-on troubleshooting of technical issues escalated from Tier 1 in real time, escalate issues as appropriate, in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved, including account provisioning, integration, product bug, etc.•Influence product roadmap by identifying and informing on regional support insights, challenges and strategic opportunities•Develop and document best practices, tool and tips, enhancing Tier 1 troubleshooting processes•First point of contact for end users to receive support and maintenance for desktop computing mobile devices and application system environment, locally in store and remotely •Answering general questions as necessary, referring (filtering) routine matters to appropriate teams, and following up to ensure proper disposition. Taking initiative to resolve problems within specified policies and guidelines. Researching issues, analyzing problems, compiling data, and preparing reports on various products

• Managed calendar and daily schedule for appointments and staff• Provided exceptional customer service• Responsible for training all new employees• Responsible for customer liaison, invoicing, accounts receivable• Responsible for all aspects of marketing and communication – newspaper, website, signage, referrals, etc.• Handled and consolidated daily revenue, sales transactions, including receipts and post financial transactions from previous day. Ensured and validated all documents were accurate• Generated and completed bank reconciliations, managed taxes, budgets, filing and contracts for business• Developed spreadsheet and tracking reports for all accounts and transactional details• Managed 23 employees

• Managed calendar and daily schedule for appointments and staff• Provided exceptional customer service• Responsible for training all new employees• Responsible for customer liaison, invoicing, accounts receivable• Responsible for all aspects of marketing and communication – newspaper, website, signage, referrals, etc.• Handled and consolidated daily revenue, sales transactions, including receipts and post financial transactions from previous day. Ensured and validated all documents were accurate• Generated and completed bank reconciliations, managed taxes, budgets, filing and contracts for business• Developed spreadsheet and tracking reports for all accounts and transactional details• Managed 16 employees