PROFESSIONAL EXPERIENCE
MSP (2023-Present)
Lead Service Coordinator
- Schedule and coordinate between technicians and engineers for on-site work efforts including site spin ups, equipment installations and troubleshooting, as well as multitude of cabling jobs.
- Source and vet third party contractors via Field Nation to assist and complete field work.
- Drafted in depth Scope of Works and determined rates at which to pay third party technicians according to market insights for areas and specific lines of work.
- Receive new and used shipments of hardware into Procurement ensuring accuracy of model and serial numbers as well as quantity.
- Delegate and Escalate Service tickets throughout resources according to difficulty and department ensuring tickets have the highest chance of being completed upon first touch.
- Work with Director of Sustaining Services to devise and implement best practices in help desk to ensure optimal work flow.
- Monitor Multiple dashboards on a daily basis, following up on any issues that may arise in a rapid manner to ensure a fluid operation of help desk functions.
- Sit in call que and hastily answer incoming calls to create service tickets and route the call and service ticket to the best available technician
- Travel onsite to assist with the replacement of hardware when needed such as firewalls, switches, etc.
- Communicate with technicians regarding any issues that may arise within service tickets and plan out the best course of action to take in order to find a resolution and minimize customer complaints.
Auto parts (2021-2022)
Dispatcher / Assistant Manager
- Managed daily delivery and work schedules to maximize coverage
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs
- Utilized various software systems to facilitate movement, planning, and scheduling.
- Reported delays, accidents or other traffic and transportation situations
- Investigated and resolved customer and vendor issues to retain business.
- Utilized upselling techniques to maximize revenue, such as addons as well as offering higher tier parts.
- Followed up with customer to identify and resolve service, account or technical issues and maintain satisfaction.
- Conducted site visits to assess needs, demonstrate products and recommend strategic solutions for customer requirements
- Closed product sales to increase revenue and build client loyalty.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies
Clothing company (2017-2021)
Assistant Manager
- Assisted in continuous development of effective store associates to achieve desired sales and results.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Handled scheduling for store shifts to achieve adequate staffing.
- Checked monthly sales and performance reports to support operational planning and strategic decision making.
- Oversaw daily operations of store, including inventory and supply restocking, cash handing and assisting customers.
- Performed daily operations such as delegating tasks, managing shift changes, and conducting keyholder duties to open and close of business.
- Created engaging merchandise presentations to motivate impulse purchase and target foot traffic in select areas.
- Measured goal achievement by evaluating daily cash flow, reviewing sales reports, and producing financial statements.
School District (2012-2014)
IT Support
- Upgraded laptops/desktops, improving speed and performance.
- Organized repair and replacement of PC components and systems.
- Installed motherboards, processors and graphic cards.
- Kept hardware and software current on all workstations with latest patches and current licenses.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
SKILLS
- Management Experience
- Strong Problem Solving
- Critical Thinking
- Proficient Technology User and Troubleshooting
- Communication
- Project / Task Coordination
- ConnectWise, Automate, and ScreenConnect
SUMMARY OF ME
No matter my place of employment I always strive to create great moments while paying extreme detail to any tasks and projects that are in place. I believe that communication is the MOST important factor in any work environment as with the lack of communication not only can work efforts crumble and come short, but employees may have miscommunication with one another which can falter morale. I am a lover of technology and spend most of my free time on my computer, if not then I can probably be found out on a trail with my wife riding our dirt bikes.
