I functioned as a member of the problem resolution and enterprise service desk teams handling over 22,000 employees regarding software, hardware and networking usage and configuration via telephone, email and ticket tracking software (Level 1, Level 2 and Level 3 support), representing over 50,000 computers and devices (desktops, laptops, printers) and a diverse group of end users, chiefly executive personnel.
I drafted a proposal for a new training department to save the company $3.4 million.
I maintained a total shrink (cycle counts, misc. adjustments, and year end inventory) of less than 1.10% of merchandise revenue by ensuring company's policies were strictly adhered to, information was accurate, and reports were properly worked.
Completed courses in the Network System Professional program at New Horizons Computer Learning Center to earn CompTIA Net+, Microsoft MCSA, Cisco CCNP & CCNA certifications (certs in progress)
Graduated Magna Cum Laude GPA: 3.8
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