Miami, Florida, United States
Experienced and results-driven technology leader with a proven track record in the financial and higher education industries. Dedicated to delivering white-glove service, enhancing user experience, and bridging the gap between technology and its users.
Supervisor, Student Technology Help Desk: Gables Campus (Main), School of Law, Richter Library, and Miller School of Medicine (Calder Memorial Library) This help desk provides walk-in, phone, and e-mail support for all University of Miami students, and also provides limited services for Faculty and Staff. These walk in services include: Wireless Configuration Wired Network Configuration E-Mail Setup Microsoft Office 365 Installation Anti-Virus Installation UPrint Driver Installation ( Campus-Wide Printing Solution) General Troubleshooting Game Console Configuration Virus Removal Student Account Password Resets UPrint Account Support ( credit inquiries, reprint documents, initiate printer repairs) Multi-Factor Authentication Support Local & International Faxing Service Students may also leave their system for more advanced work such as: Operating system installation (Both windows and mac) Data recovery Dell warranty repair In depth virus removal. Involved in the development and expansion of the Student Technology Help Desk. Collaborating with the School of Law, Richter Library, and Calder memorial library. There are now 4 help desk locations available, spanning across two campuses. Standardized an operating procedure for the Student Help Desk. Provide monthly training for student-employees. Created guidelines for drop-off service, parts/warranty repair, data recovery, customer service etiquette, and faxing. Active participant during new student orientation. Directly involved with various events for informing new students and parents about the various services UMIT offers. Directly involved with the planning and execution of UMIT's "Back to School" project. During Fall orientation, UMIT opens up 3 satellite service locations, placed in the student dorms. For 2 days, UMIT provides initial configuration for students laptops, desktops, tables, mobile phones, and gaming consoles. 700+ students are assisted during this time.
Director of the Highest grossing Technical Services Department in Tiger Direct.com Retail stores - YTD Tech Department Revenue: $605,863.83 Train and Develop Technician and Service Advisors to ensure proper execution of the Sales process and Check-in procedure. Develop strategies on how to increase Tech Revenue with sales department. Oversee the quality of the Computer Technicians repairs, including thorough inspection of work documentation. Collaborate with Service Advisors to improve their sales, and help them overcome customers' objections. Set weekly revenue expectations for Technicians & Service Advisors, Including Weekly performance management. Department's average turn-around time 2.3 Days
Manage a team of 7 PC techs, in-house. Facilitate on-site consulting training for PC techs. Install, repair, maintain, and upgrade desktop and notebook computers as well as printers. Delegate work amongst available technicians, according to their skills and specialties, while making sure they are on top of their work queue.
Field Service IT support, Remote Desktop Support, Network Administration, Active Directory, CCTV, Network Configuration, VPN Configuration, Network Printer Installation.