Programming Languages: HTML/CSS/JS/PHP/MySQL
CRM Experience: Salesforce
Software Tools: Intune, AirWatch, MaaS360, Azure AD, Apple Business Manager, UEM
Skills: Problem solver, challenge seeker, excellent communication skills, extensive knowledge of customer relations, hardware/software troubleshooting skills, and knowledge of software development with a focus on front-end.
MDM Project Manager
Wireless Watchdogs, a Dataprise company - Fully Remote
Dec 2021 - Present
Client management of mobile devices using Intune, AirWatch, and MaaS360.
Architect the client environment from profile management to the enrollment process of hundreds of devices.
Collaborate with upper management on special projects as required.
Oversee Client Support and MDM Salesforce queues. Work with clients and colleagues to help resolve issues.
Client Support Specialist
Wireless Watchdogs, a Dataprise company - Fully Remote
Sept 2021 - Dec 2021
Take ownership and respond to cases in Salesforce, submitted via email.
Identify client’s needs, clarify information, research every issue, and provide solutions and/or alternatives
Maintain professional contact with clients while finding solutions in a timely manner.
Supporting business-to-business end-users.
Technical Support TexExpert
T-Mobile - North Charleston, SC
Troubleshooted technical & network issues following the technical process to properly and timely find the root cause.
Spoke to customers and handled all inquiries on a one call basis while maintaining a high standard of customer satisfaction
Managed a variety of customers at once in order to meet and exceed company metrics.
Reservation Specialist
IHG - North Charleston, SC
Effectively evaluate customer needs and identify hotels & rooms that best fit the guest's requests; providing a personalized sales experience for each customer and correctly creating accurate reservations.
Responsible for ensuring guest inquiries are consistently handled in an efficient manner.
Provide service that exceeds our customer’s expectations, maintaining a positive brand image and company reputation.
Mobile Device Technician
Certified Phone Repair - DeKalb, IL
Resolved customer issues relating to equipment problems by fixing phones, tablets and other consumer electronics by determining the most effective repair method.
Met or exceeded key performance objectives including service and repair metrics.
Engaged with and reassured customers to deliver outstanding customer service.
Front Desk Supervisor
Clarion Highlander Hotel - Iowa City, IA
Supervised and monitored activities of all Front Desk staff making sure they adhere to the hotel’s standards of excellence and to the hotel’s policies and procedures outlined in the employee handbook, coaching, training and correcting where needed.
Acted as manager on duty for the hotel in the absence of the Assistant Manager or General Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise in a timely manner.
Administered front desk staff training materials and provided support to staff where needed.
Service Technician
Digital Doc - Coralville, IA
Performed routine inspection, testing, diagnosis, and repaired on a wide range of consumer electronics while providing best in class customer service.
Communicated back to customers of diagnosis and repairs. It was imperative to properly communicate in a clear and concise manner so anybody could properly understand what was done.
Maintained accurate repairs notes and parts information on repair tracking software and in point of sale computer tracking system. This included the tracking of parts used or needed to be ordered.