Experience

• 

  Hhgregg

  Jun 2010 - Sept 2012

  Customer service merchandiser / warehouse associate

  ● Quickly became "go-to" team member for support due to willingness to assist and know-how, despite being less tenured than peers and part-time● Received customer service cross-training and duties due to positive feedback from customers assisted and demonstrated aptitude, later resulting in working between both departments as needed by the business

• 

  Spring mobile

  Apr 2015 - Mar 2017

  ● Performed day-to-day store operations such as inventory counts, staff scheduling, and store audits● Regularly engaged in coaching conversations with staff to build behaviors required to ensure best possible customer experience along with maximizing opportunities to generate revenue● Became responsible for troubleshooting location's Desktop PC, Network, and Printer issues after demonstrating proficiency in doing so, and worked directly with remote Help Desk to set up and install updated networking hardware Show less

  • Manager in Training

    Nov 2016 - Mar 2017

  • Assistant Store Manager

    Jan 2016 - Nov 2016

  • Retail Sales Consultant

    Apr 2015 - Jan 2016
• 

  Orion mobile

  Mar 2017 - Oct 2018

  ● Regularly achieved and exceeded customer satisfaction goals via in-store customer service and escalation handling● Managed store operations (inventory management, sales floor layout, transactional records), and became model store to provide operational best practices after being recognized as the top rated location across multiple audits by operations leadership● Responded to and resolved in-store escalations pertaining to product misunderstandings, billing objections, and complaints regarding service received● Became go-to point of contact for remote IT support helpdesk due to understanding of hardware and software systems Show less

  • Retail Associate Manager

    Oct 2017 - Oct 2018

  • Retail Sales Associate

    Mar 2017 - Oct 2017
• 

  Crosslink professional tax solutions

  Dec 2018 - Mar 2019

  Support technician

  Contracted to work on-site via Kelly Services, Inc. for support during the 2019 tax season.● Fielded frontline inbound technical support calls from users of company’s software product in a call center environment● Provided technical instruction to users needing assistance with installation of desktop software, networking installations from server to workstations, error troubleshooting, settings configuration, password resets, and other related concerns● Utilized ticketing system to report software errors, issues requiring escalation to other departments, and user requests/suggestions for additions/alterations to software, and to follow-up with users when a resolution is reached● Consistently resolved aggregate 20% higher call volume per hour than call center average week over week Show less

• 

  Express scripts by evernorth

  Mar 2019 - Aug 2021

  Converted from previous Contractor role to Full-Time Employee● Designated as the RSA SecurID Subject Matter Expert for enterprise Deskside Services, and regularly collaborated with the Identity & Access Management team to resolve end-user authentication issues and investigate larger-scale infrastructure impacts● Significantly contributed toward establishing, documenting, and implementing Standard Operating Procedures in collaboration with senior level engineers and leaders● Provided second-level support for Incident tickets submitted by the Orlando and Lake Mary user-base concerning Hardware, Software, and Network obstacles Show less Contracted to work on-site via KellyMitchell Group, Inc.● Maintained both Walk Up Tech Desk kiosks on site as the front-line point of contact for in-office users to request IT support, and responded to trouble tickets submitted at them● Utilized ticketing system (ServiceNow) to document all work being performed, troubleshooting steps taken, and methodology of resolutions reached● Provided support to over 1,000 end-users at Orlando site for issues related to Workstations, Mobile Devices, RSA Tokens, and various other types of equipment as needed by the business Show less

  • Technical Support Associate Analyst

    Mar 2020 - Aug 2021

  • IT Operations Analyst

    Mar 2019 - Mar 2020
• 

  Cigna healthcare

  Aug 2021 - Feb 2023

  Information protection senior analyst

  ● Performed access management duties as part of the Facets Security team by provisioning new accounts, updating parameters of existing accounts, and revoking access for accounts of terminated employees● Proactively identified numerous areas of process improvement within team’s prior workflow systems to subsequently design and implement more efficient replacements● Acted as team’s Subject Matter Expert for company tools such as ServiceNow, KeePass, and collaboration applications by providing utilization training and creating reference documentation Show less

• 

  Evernorth health services

  Feb 2023 - now

  Infrastructure engineering lead analyst