PROFILE
Highly skilled IT professional with a proven track record of cultivating strong customer relationships and resolving a diverse range of technical issues while focusing on customer service above all. Orchestrated the assignment and scheduling of IT technicians to meet project deadlines and client expectations.
EMPLOYMENT HISTORY
MSP (2018-Present)
IT Technician at Imagine Solutions
- Established and maintained relationships with 20+ contracted businesses, including cities, police departments, and counties, enhancing customer satisfaction.
- Implemented customer-specific RMM policies for efficient patch management and Windows Updates.
- Proactively addressed daily workstation and server health issues to minimize downtime. – Documented resolutions for common issues, contributing to a comprehensive knowledge base.
- Prioritized service tickets based on severity, optimizing technician schedules for efficient issue resolution.
- Conducted walkthroughs of residences and businesses, designing wireless mesh systems to enhance network performance.
- Created and maintained an IT inventory plan for workstation/server replacement. – Monitored servers and dispatched technicians for timely outage resolution.
- Conducted thorough reviews of service orders to ensure accurate billing for hardware and labor.
- Deployed new workstations with efficiency to minimize operational downtime. – Oversaw and validate server backups regularly, troubleshooting issues as needed.
- Serve as the primary point of contact for all contract customers, managing inquiries, addressing concerns, and facilitating communication to ensure high levels of customer satisfaction.
Camp (2017-2018)
Housekeeper
- Ensure cleanliness of entire campgrounds
- use time management to ensure cabins are prepared for back to back guests
Grocery Store (2005-2015)
Central Checkout Specialist
- Responsible for daily performance audits of cashiers & baggers, and follow up with coaching them how to improve. Maintain budget according to units per hour, cutting/adding hours to ensure compliance while still getting priority projects
- Completed closing reports including budget hit/miss, sanitation, employee issues, and any further communication for the Central Checkout team. Overlook “Shrink
- Links” weekly, which included running reports and looking for anomalies for loss of product/cash, and investigating/coaching an employee if they didn’t adhere to the correct process.
SKILLS
- Customer Relationship Management
- Communication Skills
- Managing Client Expectations
- Microsoft Windows 10/11
- Networking Skills
- Customer Satisfaction
- Mentoring
- Budgeting Skills
- Auditing Skills
- Time Management
- Hyper-V
- Office365
- Software Troubleshooting
- TCP/IP
- Virtualization Technology
- Data Migration
- Customer Service
- Assembly and Installation
