Experience

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  Petsmart

  May 2009 - Aug 2012

  Pet care specialist

  -Performed routine maintenance on aquarium systems & in-store animal habitats-Received and catalogued supplies and live animal shipments-Documented administration of medication and dosage given to ill animals-Trained new employees by guiding them through specific job tasks and procedures

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  The american civil war center at historic tredegar

  Jan 2013 - May 2013

  Intern

  •Assisted Curator in arranging artifacts in new exhibits, customizing display cases and mounting methods as needed•Used proper handling and storage techniques to assist in de-installation of loaned artifacts •Assisted Curator in daily maintenance of museum exhibits and artifacts, ensuring proper lighting and case integrity •Organized and digitized vast collection of museum records in office of curator

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  Barnes & noble college

  Dec 2013 - Mar 2015

  Bookseller

  •Implemented new customer service strategies successfully, increasing customer satisfaction.•Responsible for solving customer complaints and providing information regarding products.•Received book shipments, organized distribution, and maintained records.•Used computerized systems to research specific subject matter to meet customer requests.•Used barcode based scanning system to organize physical inventory with electronic records system.

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  Virginia department of conservation and recreation

  Feb 2015 - May 2016

  Office specialist

  • Communicated with over thirty Virginia state parks to accommodate customer visits and inquiries.• Scheduled guest reservations and process payments through Point of Sale software.• Performed administrative tasks including use of Microsoft Office programs and customer data bases.• Handled, maintained and prepared documents, reports and files containing private or sensitive information. • Trained new employees in office procedures and use of state parks database software. Show less

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  The richmond tour guys

  Mar 2015 - May 2016

  Tour guide

  • Developed and lead historic walking tours through points of interest in Richmond, Virginia.• Increased company’s web presence through social media outlets and informative blog posts on company website.• Maintained tour scheduling online and over the phone.• Monitored guest payments for public and private tours as well as tour guide payouts.• Assisted in recruitment and training of new tour guides.

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  Virginia holocaust museum

  Oct 2015 - Apr 2016

  Visitor service associate

  •Greet guests by providing information on exhibits and answering general inquiries on museum•Assist guests and museum staff during special events and museum programs•Accept electronic donations, gift shop and membership transactions•Maintain guest log of daily museum attendance

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  Museum of science & industry (mosi)

  May 2016 - Aug 2017

  Member relations specialist

  • Promoted MOSI memberships through use of advanced persuasive techniques in person and over the phone.• Monitored membership sales and goal progress by running sale reports.• Managed MOSI membership information database, troubleshot database errors and makes corrections as needed.•Troubleshot department's immediate hardware and POS software issues.• Collaborated with development and marketing departments to create methods to increase membership sales.• Reviewed membership department job applications, scheduled interviews, interviewed new job applicants and assisted Chief Advancement Officer in selecting final candidates for open positions.• Managed scheduling for membership department staff and submitted staff PTO to human resources.• Evaluated applicant qualifications for special Home school family or Educator memberships. Show less

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  Geek squad

  Apr 2018 - Apr 2020

  Consultation agent

  ● Hold consultations with clients for general troubleshooting and diagnostics of Windows PCs,MacOS, iOS, Android, and peripheral devices.● Make detailed escalation reports for advanced repair technicians.● Perform functionality tests on repaired or returned PC, Apple computers, Smart TVS, Tablets andother devices for resale.● Perform new PC and Microsoft Office 365 setups for clients● Perform client education through demonstrating various forms of PC and program usage.● Assist Geek Squad field agents on large scale installation projects when needed.● Hardware installation - Hard Drives, SSD, RAM, M.2, etc.● Perform installation of security/anti-malware software, malware/virus scans and removals.● Perform client email setup in Outlook or other email applications with POP3 or IMAPconfigurations.● Perform client data backups to desired cloud services or external storage devices.● Navigate Apple’s GSX system to run diagnostics and troubleshoot iOS devices.● Perform updates on software packages for Microsoft, MacOS, Android and iOS devices. Show less

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  Power design, inc.

  Apr 2020 - now

  Executed comprehensive system administration duties for Active Directory, Microsoft Intune, VMware, Azure, Egnyte, Exchange, and Office 365 within a Windows framework.Facilitated collaboration across teams for IT project implementations, including outsourcing Jobsite Startup kits, IT hardware decommissioning and donations, benchmark testing of new hardware, and software deployments.Installed and configured software/hardware, managed a dynamic ticket queue, and resolved escalated support tickets.Authored and refined numerous Confluence articles to establish clear standard operating procedures and technical documentation.Mentored IT Support Coordinators, enhancing proficiency in various software and hardware technologies.Spearheaded the onboarding of new team members and developed self-service resources for customers to improve process efficiency and autonomy. Show less • Efficiently managed an active ticket queue, ensuring timely resolution of issues while maintaining clear and effective communication with internal customers.• Conducted thorough user interviews to gather comprehensive information about reported issues, guiding users through diagnostic procedures to pinpoint root causes.• Undertook problem recognition, research, isolation, resolution, and thorough follow-up for both routine and complex technical issues.• Proficiently logged and tracked calls utilizing problem management database, maintaining meticulous historical records and comprehensive problem documentation.• Demonstrated hardware and software solutions as required, proficiently installing and configuring hardware, software, and peripheral equipment to replicate and resolve customer issues. Conducted rigorous product testing and produced detailed documentation for internal and external use.• Collaborated closely with customers to identify optimal solutions and recommended necessary configuration changes to enhance system performance. Show less

  • Technology Asset Manager

    Aug 2024 - now

  • Senior IT Support Technician

    May 2023 - now

  • IT Support Technician

    Apr 2020 - May 2023