PROFESSIONAL SUMMARY:

Resourceful IT Professional with extensive experience leading customer support and solutions in a dynamic environment. Progressive leadership experience with a proven history of identifying service improvement opportunities to improve service quality in a customer - driven environment. Adept at finding and resolving malfunctions using exceptional technical and communication skills to minimize downtime and optimal computer/device performance. Excellent communicator with experience providing efficient technical support and troubleshooting issues related to hardware/software installation and setup.

EXPERTISE IN:

• Testing & Troubleshooting
• Hardware Configuration
• Application Testing
• Help Desk Ticketing
• End-User Support
• Training Development

TECHNICAL SKILLS:

Software: MS Office Suite MS Exchange Adobe Microsoft Remote Desktop G Suite Join.Me | WebEx Cisco) Office365 Management SharePoint

Programs: Remote Desktop Connection Manager Windows Remote Assistance MS Server Manager Computer Management

Systems : Microsoft Windows, Confidential iOS macOS, Android

Hardware: Mobile devices including Confidential and Windows tablets/smartphones Multifunction devices Cisco video teleconferencing units

PROFESSIONAL EXPERIENCE:

Confidential, Towson, MD

Technical Expert

Responsibilities:

• Promoted to this position to support the store's productivity and customer satisfaction goals by providing leadership, training, and process improvement functions while performing Tier 3 IT-level support to 400+ customers per month.
• Prioritize customer retention by leading the flow of communication between the Genius Bar and the customer for issues with various Confidential devices and products (troubleshooting, diagnosis, and repair of macOS, iOS hardware, and software).
• Maximize operational performance by providing oversight and leadership to 15 employees, effectively leading all facets of proper employee training, including onboarding and the development of training manuals and resources.
• Optimized new hire training efforts by leading the development of a redesigned hybrid training program that blends textbook training with hands-on learning in real-time, resulting in increased employee comprehension of technical concepts.
• Proactively mitigate risks regarding company-wide network issues and customer satisfaction by providing store-level support to the staff in working around network issues to minimize disruptions to the daily workflow.
• Partner with the corporate team to resolve escalated customer issues, ensuring proper documentation of all issues, customer data, proposed solutions, and technical diagnoses.
• Consistently evaluate store operations by reviewing reports regarding repair status, repair type (hardware/software), and inventory to analyze trends in customer issues and communicate findings to corporate leadership.

Confidential, Towson, MD

Technical Specialist

Responsibilities:

• Effectively supported the efficient operations of the Genius Bar by providing Tier 1-2 IT-level support, averaging 5.5. appointments per hour, with a focus on properly documenting all issues and resolutions.
• Independently gathered customer information, analyzed symptoms of the problem, perform customer education on utilizing various devices, performed software repair, activation escalations, and troubleshooting.
• Consistently maintained an average customer service rating of 85% or higher in a fast-paced environment; 15% above the average rating by keeping abreast of Confidential products and devices and updates.
• Quickly resolved issues and served as a resource for peers to avoid escalation to management, provided updates on customer service issues and customer traffic to management to support the productive flow of the Genius Bar.

Confidential, Towson, MD

Product Specialist

Responsibilities:

• Successfully contributed to the store's sales goals by serving as the first line of communication for customers, maintained excellent technical knowledge, and exceeded company goals by generating $30,000 in sales within 4 months.
• Routinely installed Mac iOS software, such as Adobe Photoshop, Microsoft Office for Mac, while identifying opportunities to cross-sell various Confidential Products based on customer needs and previous purchases.
• Cross-trained as the Sales Leader, monitoring sales floor coverage, maintaining sales generation focus, and completing sales transactions while providing mentorship to peers in developing customer service and selling techniques.
• Recommended changes to several customer service workflows, including strategies to manage high-customer traffic during peak times by assigning staff to designated areas to manage customers simultaneously.

Confidential, Towson, MD

Market Research Analyst

Responsibilities:

• Effectively supported the Career Center in identifying strategies to bridge the gap between the Freshman and Upper Class by leading campus-wide focus groups to collect qualitative and quantitative data and made recommendations to improve.
• Facilitated several focus groups across all class levels, collected data regarding age, major, class level, and race while consolidating information into actionable items, reports, and presentations.
• Analyzed statistical data using modern and traditional marketing methods and provided results to the Career Center to influence decision making regarding student programs and engagement strategies.