Belmont, California, United States
Working @ Meta Working as an IT support Tech for Meta has allowed me to work with different Meta users from all over the world, walking them through various steps for laptop set ups, internal access permissions, password resets, and troubleshooting software/hardware issues including (Mac, Windows, Linux) on a weekly basis throughout using an in-house ticketing system (SRT), Bomgar (live sessions), emails, and or voicemails. Before this I was studying Information technology as a trainee at Year up where I finished my IT certification and currently working on my compTIA in oder to find a role in the IT field. Background and Purpose: Right after graduating early from high-school I dove straight into Nursing at Foothill while also working full time at Starbucks. Having spent four years as a barista I have developed a strong background in customer service. I also developed strong leadership skills by training at least five baristas in coffee-making fundamentals, food handling and POS operations, allowing every employee to be able to perform each store function. I am a highly driven young professional ready to demonstrate my abilities and enthusiasm in the field of technology. Anyone can be talented, but opportunities are rare. I'm a goal-oriented person that aspires to learn something new every day. I like collaborating with my coworkers and having an open mind in order to develop my professional career. I'd be delighted to connect with you, so please don't hesitate to contact me. Hobbies: - Music 🎶 - Photography 📸 - Traveling ✈️ - Cooking 🍳 - Hiking ⛰ - Coffee ☕️ Tech Skills: - iOS and Android - Linux - Active Directory - Bomgar - Chef - Citrix - Ubuntu - Command Line/ Terminal - Windows 7, 10 - Mac OS - PowerShell Other skills: - Microsoft Office - Excel - PowerPoint - Word - Outlook
• Completing 20+ support tickets troubleshooting software, hardware, and internal support on a weekly basis through Bomgar (live sessions) emails, and voicemails resulting in achieving the highest level of customer satisfaction • Assist 100+ users monthly through remote session with support for permission groups, VPN/Lighthouse, mobile device issues, and password resets, enforcing proper identification and security protocols. • Manages issues with ongoing interviews/meetings, including last-minute cancelations, reschedule and or broken links, informing all candidates with live updates, creating communication, and ensuring an efficient smooth experience
• Demonstrated solid customer service working through a fast-paced environment and established a Customer of the Month reward that recognizes frequent guests, improving customer service ratings from 35% to 60% weekly based on receipt surveys • Coordinated inventory of retail items and food department count twice weekly, submitting orders for delivery, to ensure an accurate amount of items are fully stocked for store operations • Supervised team of 10 by assigning shift roles to employees, updating and aligning the team on any upcoming events and sales, organizing tips and midday pulls to ensure daily operations are running smoothly • Trained 5 baristas in coffee-making fundamentals, food handling and POS operations, allowing every employee to be able to perform each store function