Work Experience

Manage and support approximately 7,500 retail devices, including POS registers, workstations, mobile PCs, and servers across distributed retail and distribution center environments.

Administer Windows 10, Windows 11, and Windows Server 2019 systems, including imaging, configuration, and lifecycle management using MECM/SCCM.

Perform monthly patching and security updates, ensuring compliance and stability across the retail environment.

Utilize MECM/SCCM and Ansible/AWX to deploy applications, updates, patches, and security fixes in a CI/CD-style delivery model.

Develop and maintain operational processes and documentation for engineering and L1 support teams to improve consistency and efficiency.

Design and implement PowerShell scripts and functions to automate deployments, administrative tasks, and validation workflows.

Monitor, troubleshoot, and resolve daily support incidents, participating in problem and change management activities.

Provide hands-on infrastructure support at distribution centers, including racking, cabling (fiber and copper), and troubleshooting hardware and connectivity issues.

Collaborate with internal teams and external cabling vendors to plan network drop layouts, wireless AP coverage, and emergency PA system infrastructure.

Define hardware standards and specifications and manage procurement of retail workstations and printers to meet operational and performance requirements. 

Advised customers on mobile device options, plans, and accessories to meet their needs.

Demonstrated product features, educating customers on device functionality.

Conducted sales transactions and processed activations for mobile services.

Resolved customer inquiries, troubleshooting technical issues and providing solutions.

Handled all aspects of the sale including: customer contracts and warranties, customer payments, cash and credit card/check transactions.

Developed, maintained and communicated strong, up-to-date knowledge of wireless products, accessories, pricing plans and service features. 

Responded to service tickets for tech issues, aiding students and faculty with device problems while logging everything into a ticketing system.

Provided assistance via email, phone, in-person and remote support, prioritizing response time.

Managed Apple devices with JAMF Pro, preparing, deploying and managing them efficiently.

Configured computers (inc. MacBook, iPad, Windows Laptop & Desktops), peripherals, and assisted in networking setup.

Employed JAMF Pro for remote management, troubleshooting, and smooth imaging processes.

Was contacted by the institution to provide part-time support for a month.

Performed troubleshooting to diagnose and resolve problems mostly in Cisco routers and switches.

Provided technical assistance and expertise to students during labs. 

Set up workstations with computers and necessary peripheral devices. 

Checked computer hardware (mouses, keyboards, NIC cards etc.) to ensure functionality 

Provided both technical and pre-sales support to domestic and international StarTech.com partners and individual end-users.

Had put my knowledge and and troubleshooting skills to good use while consulting with other IT professionals on product specifications, features and benefits.

Successfully support the installation, configuration and troubleshooting of StarTech.com products.

Played a key role in the continued growth of StarTech.com by providing best-in-class support to our global end users and channel partners.

Achieved invaluable, foundational knowledge and experience at StarTech.com

Moved merchandise with correct use of pallet jacks, forklifts, and hand trucks.

Helped sell new products by setting up displays and end-caps.

Presented products to customers for maximum sales by using good merchandising skills and following correct plan-o-grams.

Delivered exceptional customer service to every guest, including locating items and answering questions about promotions.

Anticipated needs and resolved problems to keep customers happy.