•Applies customer service and intermediate level technical knowledge to assist clients with computer and system issues.• Listens and seeks to fully understand client requests to exceed expectations of service• Conducts research, system administration and troubleshooting to understand our clients’ infrastructure needs• Utilizes company provided training, tools, mentors, and ongoing learning to resolve issues and expand skills• Ensures response times are quick and effective to appropriately resolve requests• Tracks and documents in our ticketing system and builds a knowledge base of client environments• Communicates progress updates to clients and internal team members that have been or may be affected by the issue• Coordinates referrals to technical, professional, or service personnel depending on the repair, training, service, or software issue• Follows up with clients when the issue has been resolved and documents the success in our ticketing system• Completes projects and tasks as assigned by management• Actively participates in learning and is a self-advocate for promotion opportunities

• Hack Smarter is a community dedicated to helping others reach technical and personal goals.• With over 2,000 members various members of the community share resources and help motivate others.

• Provide IT Desktop Support for INTEGRIS Health , supporting over 10,000 employees and vendors• Train new employees on proper processes and procedures • Provide active coaching for all Service Desk employees• Work with upper management and higher ups on escalated issues to provide solutions for complex issues• Write and update technical documentation, including user manuals and troubleshooting articles• Provide a white glove approach on self submitted tickets and VIP requests• Delivered expert IT support for Epic Hyperdrive, ensuring seamless functionality and optimal caregiver experience.• Collaborated with clinical teams to troubleshoot and resolve technical issues, enhancing workflow efficiency.•Provided training and guidance to caregivers, facilitating effective utilization of various software.Technologies used: ServiceNow / Citrix Workspace/ Microsoft Azure / VMware Horizon / Bomgar / Cisco Finesse / Cisco Jabber /Palo Alto GlobalProtect / ESNA OfficeLinx / Active Directory / Avaya One-X Agent / Stratodesk / Epic Hyperspace / Epic Hyperdrive

•Provide application support for both vended and non-vended applications including Investigation, Diagnosis, Resolution, and Recovery to internal Integris employees•Remote into end users thin client/desktop/thick client either using VMware Horizon, Citrix Monitor, Stratodesk or Bomgar to further troubleshoot/replicate the issue•Manage incidents in accordance with agreed upon criteria and document end-to-end Incident Management•Process to include logging, triaging, analyzing, resolving, and investigating technological functional issues•Troubleshoot application problems, maintains applications, and provides input on system configuration•Create ServiceNow tickets based on the user’s systems issues and level of priority, then assigns ticket to a Configuration Item for resolution•Provides customer-focused support, possesses oral and written communication, and interpersonal skills to effectively interact with customers, vendors, and other technical areas internal and external to the department•Communicate with users to ensure that requests or problems are resolved, satisfied with the resolution, and initiate follow up on any additional required actions•Escalate complex problems to higher tier teams based on established workflows•Helped migrate all employees from VMware Horizon to Citrix Workspace•Employee of the Month - October 2022

•Helped grow a Community from 100 members to 4000 members by adding key features and optimizing our system•Moderate our work related Discord server that encourages Accountability and provides members with the resources to improve different key areas of their life

•Skillfully solved intricate cases while collaborating with team members, customers, and third-party companies to resolve inquiries•Troubleshooted solutions for customers interacting with the company website by offering technical support that enabled members to spend their time more efficiently•Efficiently navigated multiple software platforms to create a seamless experience for our members while providing exemplary customer service•Serve as a customer advocate by identifying underlying customer needs and guiding them to appropriate programs and resources•Precisely communicated government mandated compliance and company policies while providing insightful solutions with detailed explanations for our members•Display compassion, respect, and self-confidence when communicating with customers•Clearly explained account benefits, processes, eligible expenses, and proper reimbursement processes for members to utilize funds•Research and respond to telephone, written inquiries in a call center environment to ensure timely resolution of issues•Awarded Employee Spotlight in June 2020 company newsletter for going the extra mile for a member by being "pleasant, courteous, helpful, attentive... everything that you could hope for when calling in with an issue."(Further acquired by HealthEquity -November 2021)Technologies used: Salesforce Lightning / Jira / Sharepoint / Avaya one-X Agent

•Lead department while manager was out for six months, managed a team of eight associates•Created daily orders for the department and maintained inventories at optimal levels by anticipating customer demand•Cross-sell product and educate customers on new products•Trained new employees on general fresh department knowledge, display standards, food safety practices and procedures, and enforcing safety regulations for our teams and customers•Worked with my department team to successfully push sale items and exceed weekly goals•Balance inventory daily and run accuracy reports to ensure procedures and production remain profitable•Promptly creating weekly schedules with limited staff and varying availability of my team members while ensuring efficiency by strength-focused delegation•Guaranteed loyal customers by perpetuating an inviting and friendly culture, taking initiative, and accommodating to the needs of our customers•Efficiently trained to cover management absences, vacations, and day-to-day procedures with trust and reliability•Awarded Associate of the Month in May 2017 for outstanding service provided to customers and supporting Publix's Mission and Strategy

•Processed transactions accurately and efficiently to minimize the time in line, and fulfilled special requests from customers when possible•Maintained knowledge of current promotions, prices, products and services available at store level to provide accurate information to customers•Assisted other associates as needed during busy times and assisted in maintaining a clean environment throughout the store, including but not limited to cleaning spills quickly and thoroughly•Answered customer questions about product availability and recommended similar products when requested to do so•Pleasantly interact with customers and associates to ensure complete customer satisfaction and positive employee relationships while representing our company with a positive attitude•Tended to customer needs, resolve customer complaints, and ensuring accommodations were made to preserve loyal and returning customers•Notably saved our customers time through a quick and efficient service while maintaining attentive care and acknowledgment of each customer's personal needs•Alerted customers to upcoming and current sales promotions•Awarded Employee of the Month in October 2014 for continued hard work in providing premier customer service

•Fostered a positive work environment by consistently treating all employees and customers with respect and consideration•Maintained calm and courteous when handling customer complaints and dissatisfaction, and worked with them to find a solution for the benefit of all parties•Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner•Used time efficiently when not serving customers, including cleaning registers, restocking points of interest and returned shopping carts to store•Cleaned and organized the store, including the checkout area and displays•Welcomed customers into the store and helped them locate product•Awarded Employee of the Month in June 2012 for my commitment to Customer Satisfaction