Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
Work History
Store Worker
Defense Commisary Agency
Ansbach, Germany
12.2019 - Current
20 Hours/Week
$ 19.83/HR
Greet customers and direct to requested products.
Perform all sanitation tasks in accordance with agency directives.
Affix price labels generated by computers in neat and orderly manner, along with rotating stock on basis of age and freshness.
Replenish depleted stock with incoming items or by obtaining stock from storage area and transporting to shelving or display area.
Place clearly identified stock in appropriate temporary or permanent storage locations.
Verify shipments by checking shipping documents, reporting discrepancies and damage.
Use pallet jack to remove items from warehouse to produce area.
Receive supplies, equipment, and perishable, semi-perishable and non-perishable resale items in receiving area of commissary..
Monitor self-checkout systems and provided assistance or intervention where required.
Operate cash register for cash, check and credit card transactions with excellent accuracy levels.
At Home Technical Advisor
Apple Inc.
Fayetteville, NC
10.2015 - 08.2019
40 Hours/Week
$37,000/Year
Strong customer service ability under pressure and time constraints which resulted in 50% more customers contacting Apple Support through Twitter.
Authenticated customers while assisted by automated system when needed, which helped streamline process to contact correct department.
Resolved customer complaints and concerns with strong written and verbal communication. Also updated and maintained customer files.
Troubleshot and resolved Mac and iOS devices and application issues for Apple customers through phone and through chat format on Twitter, Facebook, and Instagram, which resulted in larger volumes of consumers contacting Apple through chat.
Researched and provided information to customers about repair programs and rules prior to hardware repair.
Assisted engineers in monitoring and reporting of hardware and software functionality and performance, which aided in faster turnaround times for resolving emerging issues.
Monitored social media and online sources for industry trends.
Often took on role of team lead for meetings, which compelled others to approach myself for advice.
Negotiated agreements between employees to clarify misunderstood directions and resolved conflicts affecting performance.
Developed team communications and generated data for weekly meetings.
Supervised and guided new employees in various team chat rooms and responded efficiently to questions, which improved understanding of job responsibilities.
Maintained and repaired facilities, equipment and tools to ensure operational readiness, safety and cleanliness.
Collaborated with different departments and levels of management to gain consensus on procedural documentation.
Experience with various office equipment, such as cameras, printers, and laminating machines and scanners.
Utilized numerous data bases to provide information to customers about repairs status, purchased products, and Apple ID information.
Reviewed daily shift logs, and security documents.
Occasional interactions with law enforcement regarding police reports/other departments.
Installed and maintained software for Mac & iOS devices.
Assisted with future software releases and ensured that hardware and software components of networks were properly configured.
Account Manager
Sprint
Temple, TX
09.2014 - 10.2015
40 Hours/Week
$40,000/Year
Provided outstanding customer service, which helped attain 50% more sales
Played vital role in retention of Sprint's consumer customers, by offering exclusive deals
Worked extensively with customers and other departments to resolve billing issues, account activation, and technical issues in effort to retain service and relationships with Sprint
Identified sales opportunities by building and managing a sales funnel, forecasting, closing deals, and negotiating customer contracts
Attained knowledge and understanding of full suite of Sprint products, services and promotions
Accomplished highest close rate for sales in May of 2015 with team of 50 peers
Financial Aid Specialist
Blackboard Student Services
Killeen, TX
04.2013 - 08.2013
$15/Hour
$30,000/Year
Provided customer service to financial aid recipients
Resolved client inquiries by utilizing multiple technological sources, including but not limited to telephone, live web chat, email responses, and customer submitted web inquiries
Updated and maintained customer records
Strived for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
Navigated through internal customer knowledge base to identify appropriate resolutions. for client issues and concerns
Escalated unique client concerns or inaccurate information contained in knowledge base to immediate supervisor for resolution
Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action
Projected a favorable image of the company to promote its objectives and goals and enhance client and customer relationships
Participated in internal training programs to expand job knowledge and support multiple clients
Performed various duties or projects as requested by management
Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action
Observed all regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches
Explained very complex technical financial information to applicants in easy to understand language
Performed various administrative functions, including filing paperwork, sorting, and delivering mail, and bookkeeping
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
Lead Merchandiser
Acosta Sales & Marketing
Fort Hood, TX
06.2009 - 09.2011
30 Hours/Week
$25,000/Year
Merchandised various brands such as Sunny Delight, and Elite Brands Inc.
Checked date codes, schematic integrity, replaced decals/re-ordered tags or ads and placed point of purchase material to attract new customers every week
Maintained merchandising excellence and built customer good will on reset projects
Reported observations to Area Manager on out-dated products and unclaimed stock
Read schematics for product placement in store locations
Received and reported work assignments through web based application per company policy and utilized safety techniques in execution of reset teamwork
Updated pricing and signage to complete product displays and educate customers
Developed merchandising strategy to efficiently move overstock
Education
Bachelor of Science - Cybersecurity Analytics & Operations
Penn State World Campus
128 Outreach Building, University Park, PA 16802
08.2021 - Current
Skills
Strong communicator
undefined
Timeline
Bachelor of Science - Cybersecurity Analytics & Operations
Administrative Assistant at Department of Defense - Defense Contract Management AgencyAdministrative Assistant at Department of Defense - Defense Contract Management Agency
Student Intern at Department of Defense - Defense Counterintelligence and Security AgencyStudent Intern at Department of Defense - Defense Counterintelligence and Security Agency