Work Experience

 

Cartwheel It

DESKTOP/NETWORK SUPPORT TECHNICIAN

JUN 2017 – FEB 2018

  • Supported the IT needs of hundreds of users across dozens of client companies in a range of IT issues from Outlook to server maintenance (remotely and on-site)
  •  Assisted in the resolution of longstanding unresolved issues and pain points for clients
  • Documentation of support tickets, devices, processes, and setups
  • Remote and onsite management of networks of varying clients using various systems and tools such as Cisco Meraki, Netgear, Active Directory, MDM, Google for Business, Microsoft Office 365, and more 

Samsung Electronics America / Mosaic Sales Solutions

LEVEL 2 CUSTOMER CARE TECHNICIAN 

JAN 2016 - JUN 2017

  • Provided exemplary service in the repair of varying Samsung Mobile devices such as Smartphones, Smartwatches, and Tablets (Water Resistance Testing, Screen & Motherboard Repairs, etc.)
  • Implemented and oversaw new processes to improve the Customer Care Operation
  • Only Technician to have been selected twice as Customer Care MVP at Samsung 837
  • Completed over 1200+ Mobile Device Repairs, with 613 in 2016 (average was 469 per Technician)
  • Frequently selected to showcase, demonstrate, and present the Customer Service process, tools, capabilities, and flow of Samsung 837 to Samsung Executives and VIP 3rd Party Partners 

Detail 3

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