About Me

Technical Support Analyst with 1 year support experience and 4 years of high level team management.

Work Experience

September 2023 - Present

Provided quick effective support for technical issues to both field and corporate users.
Created and updated the new hire training process.
Trained new Analyst's on SOP and job tools.
Developed and update SOP documents for the team.
Updated and maintained detailed work notes in the ServiceNow ticketing system.
Partnered with vendors for support and to complete tasks in locations nation wide.
Troubleshooting networks in a Cisco environment on site and remotely using the Meraki web portal.
Troubleshooting user accounts in Okta, Active Directory and other verious programs.
Support users in Office 365 applications.
Successfully completed a hardware replacement project involving configuring 50 iPads and destributing them along with support hardware to 15 locations accross the country.
Become the Service Matter Expert for iPad configuration and management for all retail and restaurant locations.

January 2019 - July 2023

Directed and managed daily store operations, overseeing team of 40 associates; drove $54M in annual sales and consistently met performance targets through effective leadership and guidance.
Streamlined truck unloading process, reducing duration from 6 to 2 hours.
Executed stringent nightly security protocols, ensuring safety and protection of establishment, assets, and personnel; successfully mitigated security risks and maintained secure environment.
Pioneered innovative operational strategies that streamlined processes and guaranteed daily store readiness; reduced operational bottlenecks, optimized workflow, and enhanced customer satisfaction.
Oversaw Logistics division having resources valued up to $150,000+, optimizing freight flow, stock placement, and inventory management to ensure merchandise replenishment and timely restocking.
Provided inviting ambiance for guests by meticulously managing inventory levels and product displays; maintained well-organized shelves, attractive product placements, and accurate pricing.