Enthusiastic IT Support Specialist eager to contribute to team success through hard work, attention to detail, excellent customer service, and effective problem solving with a clear understanding of IT security fundamentals. Motivated to learn, grow and excel with the federal government.
Verification Link: https://www.certmetrics.com/comptia/public/verification.aspx.
Serve as technical point-of-contact (POC) for Business-to-Consumer (B2C) and Business-to-Business (B2B) operations. Engage in incident resolution, project planning, and implementation processes. Provide remote IT customer service support, including help desk support, ticket management, and software installation services on mobile devices, notebooks, laptops and desktops. Perform diagnostics and troubleshooting of system issues, documented help desk tickets and resolutions. Guide customers through e-commerce B2C and B2B checkout process; assists in placing orders and closing sales. Recommend solutions to management regarding software and data problems, and ensures issues are resolved in timely and accurate manner. Acquire feedback from customers about User Experience integrations on B2C and B2B online platforms. Review daily reports to mitigate recurring system malfunctions. Manage support ticket database and follows up with assigned personnel regarding ticket status; increased ticket closures by 90%. Manage system-wide operating system and software deployments, as well as related software upgrades; ensures 100% compliance with organizational security policy; ensuring no down-time. Define and document technical support best practices for POS, E-Commerce and Ticket Management technologies. Perform functionality test to ensure security and performance of workstations and mobile devices. Maintain and update Square POS customer service and inventory management database; ensures database accuracy. Utilize cloud-based ticketing system to manage and process internal and external support actions and requests. Identify and solve technical issues using variety of diagnostic tools and tactics. Process over 50 support requests weekly for technical assistance on wide range of issues related to e-commerce and POS data. Test applications prior to release to assist development team in bug identification. Install software patch updates to eliminate security problems and protect data. Remove malware, ransomware and other threats from laptops and desktop systems. Schedule automatic server backup; increased data security and data accessibility by 100%. Review computer related issues by assessing system hardware and software; suggest modifications to reduce lag time; improved overall speed by 20%. Investigate and correct problems with printers, copiers and other peripheral devices. Work closely with co-workers and customers to assess their needs, provide information, and resolve problems in timely manner. Carefully analyzes details and guidelines; effectively conveys ideas and information to diverse audiences. Identify problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
Oversaw broad array of supply and management assignments, related to procurement, receipt, storage, shipment, issue and disposition of materials for manufacturing, wholesale and retail division. Perform inventory physical checks and counts for over 2200 assets with 100% accuracy on weekly basis. Schedule daily and/or weekly production to meet inventory requisition requirements for high-demand inventory. Led warehouse improvement initiatives to advance operational efficiencies and increase revenue; reorganized shelving system-increased picking and packing efficiency by 10%. Manage over $320,000 in manufacturing and retail inventory. Reduce waste by 20% with staff supervision and using first-in first-out method. Accept delivered packages, verified products, compared inventory received to invoice, and inputted inventory counts to ensure inventory management system accuracy. Responsible for training 3 summer interns on inventory control processes; improved efficiency by 90%. Provided customers with status updates for tracked packages.
Drastically improved sales and data management process by assisting with implementation and conversion to new Point-of-Sale (POS); completed transition within 48 hours. Trained 2 new employees on use of new POS, including inventory management procedures; ensured that workers maintained highest standard of system knowledge; maintained optimal customer service. Completed manual retail inventory counts within 72 hours; 4 days ahead of scheduled deadline. Conferred with upper management to address customer concerns and interest; resolved customer service issues promptly. Examined merchandise to verify correct pricing and attractive displays. Reduced shrinkage by 100% by closely monitoring inventory and security procedures. Provided excellent customer service, promoted customer loyalty program and increased customer satisfaction rates by 10%.
GOALS Initiative, Inc (501c3), Active Member
Designs print and marketing initiatives to complement website properties. Researches, develops, designs, and prepares original creative products that enhance and support communication efforts. Prepares final designs and arranges for printing or electronic reproduction of completed product to be furnished to customer. Exercises artistic sensitivity and skill to plan the lighting, background, composition and color values for each assignment. Performed advanced computer processing of images for assignments. Planned and prepared for all on-location and studio shoots. Photographed high-quality images for both print and internet distribution. Defined and recommended detailed solutions to capture images. Selected and set up appropriate props, backdrops and lighting. Inspected proofs to verify quality of prints and need for adjusting and retouching. Edited, toned, captioned and uploaded photographs for news publications. Determined and adjusted subject position, props and lighting equipment while selecting camera angles to optimize final product.
Developed creative design for marketing packages, including print materials, brochures, banners and signs. Completed final touches for projects such as images sizes and font selection.
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