Greenville-Spartanburg-Anderson, South Carolina Area
• Level 1 support for all hardware and software related problems including troubleshooting and resolution. • Monitor and process of all tickets / incidents. • Acting as central point of contact as part of end user support. • Install, configure, administrate, and monitor end user devices, such as workstations, laptops, and other mobile devices with different operating systems. • Maintain, configure, install, and monitor printers including centralized management software. • Perform equipment install-move-add-change operational processes as needed by the businesses. • Analyze and recommend new technology, upgrades, and services for end users. • Plan, purchase, inventory, and asset tagging of software, computer equipment, peripherals, including preparation and implementation of IT relocations. • Rotation of on-call schedule for after-hours support. • Participate in various IT and business projects. • Management and support of mobile computing devices (phones, tablets) and UMTS (contract management), where applicable. • IT support for warehouse management (scanner and printers), where applicable. • Participation in the continuous improvement of existing and new helpdesk processes. • Collection and administration of documentation.
• Help Desk User assistance and support with computer systems mobile phones, office phones, printers, and peripherals – Level 1. • Perform configurations, installations, reconfigurations, upgrades and reallocations of Macintosh and windows-based workstations and laptops. • Analyze and recommend new products, upgrades, and services for end users. • User level hardware and software systems integration and support – Level 1 • Inventory and asset tagging of computer equipment and peripherals.
● Managing two teams of 20+ associates to ensure efficient and engaging customer service and order fulfillment ● Created several training reference materials and programs to increase the knowledge and effectiveness of the associates in all specialty and operations departments ● Designed and implemented infrastructure, and Process updates to the Order Fulfillment and Online ordering program to increase speed and efficiency. After implementation, these updates were rolled out district wide. ● Daily Shift Management and Resource Allocation ● Reporting and Order Audit Procedures ● Maintains ordering of equipment and supplies ● Managing the store Profit and Loss statements in partnership with the Operations Assistant Manager to ensure effective use and guard of the bottom line ● Maintains all technical applications at the store including all desktop workstations, register equipment, printers, fax machines, and phone systems to ensure their day to day operation ● Provide periodic Performance Review and Career Development feedback and support ● Partners with the district teams to facilitate periodic associate training events
● Start to Finish management of customer installation projects ● Coordinated associates, manufacturers, delivery agents and installers ● Managed all special orders and their timely ordering, and fulfillment ● Wrote and Distributed position specific training and reference material
● Primary Customer Support for Sales and Return Transactions ● Customer Order support for Will-Call, Delivery and Special Orders ● Facilitated Tool and Equipment Rental Programs ● Assisted PRO and Business Customers via Account Management, Tax Exemption, and Volume Pricing Programs
● Technical Support for Mobile Device Customer Base – Business Sector ● Facilitated team oriented training programs ● Provided Level 2 associate support for First Line interactions
● Daily Shift Management ● Managed Resources and Employees to match demand and Business Need ● Monitored Inventory and Financial Assets ● Managed Multiple Locations in a collaborative work environment