- Developed comprehensive knowledge-based articles (KBAs) and frequently asked questions (FAQs) that effectively communicated complex concepts to diverse audiences, showcasing strong research, writing, and organizational skills- Setup a team on Microsoft Teams for the entire Help Desk and used channels to convert all information from Confluence, Shared Drive, and Skype over to Teams- Crafted documents such as Standard Operating Procedures (SOP) and Product Support Plan to ensure streamlined operations and consistent quality in product support, highlighting attention to detail and process optimization

- Worked in a helpdesk environment to troubleshoot retail store equipment such as POS Systems, Computers, Printers, VOIP Phones, Analog Phones, Networking Equipment (Switches, Routers, Access Points, etc.), Music Players, Amplifiers, and more- Used various ticketing systems to update and resolve tickets- Accurately documented all notes and troubleshooting steps in the ticketingsystem and relayed incident resolution to clients- Collaborated with vendors to locate replacement components and resolveadvanced problems- Provided on-call support (Weekends, After/Before Hours, and Holidays)- Responsible for training and mentoring multiple new hire technicians- Tech Support Lead for a project to install mobile data transfer computers for over 500 retail stores across United States

- Interacted with customers and provided excellent customer service along with providing technological solutions that focused on user needs- Troubleshot and repaired customer's electronic products- Fulfilled monthly sales targets by utilizing all sales tools and overcoming customer objections- Professionally represented the company and capitalized on all opportunities to close sales- Monitored sales team performance and provided constructive feedback- Top 3 in sales for the Territory in November 2016 and December 2016