Chesapeake, Virginia, United States
- Oversaw daily operations including inventory systems, scheduling tools, and service workflows - Resolved escalated customer and operational issues requiring problem analysis and decision-making - Trained and onboarded new hires on systems, procedures, and service standards - Managed vendor coordination and ensured service quality compliance
- Followed and enforced standardized operational procedures across multiple systems and tools - Diagnosed mechanical and system-related issues using structured troubleshooting processes - Provided customer-facing technical explanations in clear, non-technical language - Handled POS systems, digital service records, and transaction processing - Acted as shift lead, supporting staff and maintaining operational continuity in management absence
- Provided high-volume customer support via phone, assisting users with account setup, quotes, and system navigation - Utilized multiple software platforms simultaneously while maintaining accuracy and compliance - Resolved customer issues through structured questioning and guided workflows - Maintained detailed documentation of interactions and resolutions
- Served as the primary on-site technical point of contact for theater systems including projectors, POS terminals, workstation computers, and networking-connected devices - Performed first-level troubleshooting for hardware, software, and connectivity issues, escalating to vendor or corporate IT support when needed - Coordinated hardware upgrades, replacements, and preventative maintenance, working directly with technical support teams - Supported data transfers, system configurations, and operational technology used in daily theater operations - Trained staff on proper system usage, troubleshooting etiquette, and operational best practices - Documented technical issues and resolutions to reduce repeat incidents