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Work Background
ParamountLead Engineer, ProdTech Services and Support
Nov. 2018 - Oct. 2024New York, New York, United States• Provide remote technical support to users by troubleshooting computer hardware and software issues.
• Provision and install software packages on laptops and desktops with client-specific software.
• Facilitate user onboarding to remote access systems
• Manage computer inventory through JAMF, Airtable, and ServiceNow.
• Work with enterprise-level security teams to ensure computers are compliant.
• Create, lead, and collaborate with team members on technical projects.
• Research new enterprise software and assist in deploying new software by creating knowledge base articles and onboarding team members.
• Manage knowledge base by ensuring formatting consistency and content accuracy.
• Design and create technical workstation drawings using Lucid and Miro for in-office workstations Notable Projects
• Lead for “Knowledge Base assessment, improvements, and migration”
o Analyzed and sought feedback from the team on the existing knowledge base
o Researched potential platforms for a new knowledge base
o Created a new knowledge base structure, created templates for articles, and migrated existing documentation from the old platform onto the new platform.
• Played a key role in “Asana Migration”
o Performed research on software and created knowledge base articles
o Tested automated workflows before deploying
o Ran onboarding for team members by providing a tutorial on software and guiding them through team-specific workflows.
AppleGenius
Sep. 2013 - Nov. 2018Washington D.C. Metro Area• Customer Experience Score: 93/100
• Troubleshoot hardware and software issues for all Apple products during appointments while ensuring quality customer service.
• Find innovative and complete solutions to meet customer needs.
• Perform hardware repairs on iPhones and Apple computers.
• Lead, mentor, and organize our team to ensure we meet our metrics.
• Previous roles within Apple: Sales Specialist, Visual Merchandising, Trainer, and Mentor. Lead, mentor, and organize our team to ensure we met our metrics.
Foley Development Group, LLCAssistant Interior Designer
May. 2013 - Nov. 2013Great Falls, VirginiaOrganize and attend client meetings.
Prepare budgets, specification sheets, and look-books for current and potential clients.
Contact companies for bids on projects.
REICustomer Service
Jun. 2012 - May. 2013Charlotte, North Carolina AreaProcess returns and sales through the register.
Contact other locations within our company to find certain products for a customer.
Organize and stock products on floor. Assist customers in finding certain products within our store, or on our website.
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