DE'AIRHYUS FLOWERS

Summary :

• This position requires the prompt technical responses to questions from stores and pharmacy employees regarding troubleshooting, diagnosing, and resolving problems for their software and hardware issues.
• This position requires a thorough knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues.
• Related online diagnostics are used for troubleshooting; incidents are tracked in a case tracking system.
• The primary role of this position is to take live trouble-shooting calls daily 100% of the time.
• This position must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to 1st call resolution and overall customer satisfaction.

Duties:

• Responsible for resolving customer inquiries by using the tools provided to services the customer quickly, efficiently and thoroughly.
• Prompt response to questions from CVS store employees by troubleshooting, diagnosing, resolving problems and overall store support and installations.
• Document problems accurately and succinctly in the appropriate support tools provided.
• Maintain knowledge with accurate and up to date information relating to current policies, procedures and troubleshooting techniques.
• Managed inventory of computer equipment and peripherals, optimizing resource allocation for operational needs.
• Managed inventory of IT equipment to ensure necessary tools were available when needed.
• Purchased, setup and installed new computers.
• Administered Jamf Pro to manage macOS devices across their full lifecycle
• Created and applied configuration profiles for security, Wi-Fi, VPN, and device restrictions
• Assisted with patch management and macOS updates using Jamf policies
• Worked effectively in fast-paced environments.
• Maintained accurate asset inventory and device records within Jamf
• Provided end-user support for Windows and macOS devices, managing incidents and requests through ServiceNow
• Utilized SCCM and Jamf Pro for imaging, software deployment, and device management
• Replaced failed hard drives and performed system rebuilds, documenting all actions in ServiceNow
• Maintained accurate asset and configuration data tied to tickets and device lifecycle events
• Assisted with device lifecycle tasks including provisioning, refreshes, and secure offboarding
• Maintained accurate asset records during hardware changes and replacements
• Provided technical support for hardware and software issues, ensuring timely resolution for end-users.
• Diagnosed and resolved desktop-related problems using remote access tools to improve user satisfaction.
• Collaborated with IT teams to implement system upgrades, enhancing overall performance and security protocols.
• Trained staff on new technologies and software applications, fostering greater efficiency across departments.
• Prepared, packaged, and shipped company devices using UPS and FedEx, including labeling and tracking.
• Coordinated inbound and outbound device shipments for new hires, repairs, and offboarding
• Tracked shipment details and delivery status, resolving lost or delayed shipments as needed.
• Ensured devices were securely wiped and properly documented prior to shipment
• Conducted monthly inventory audits to verify accuracy of hardware assets
• Reconciled physical inventory against asset records and ticketing systems
• Updated asset status and ownership changes in ServiceNow following audits
• Identified and reported inventory discrepancies to ITAM leadership

• Configure desktops/laptops for users, enhancing setup efficiency.
• Streamline onboarding/offboarding, improving process flow.
• Support properties' networks and devices, boosting reliability.
• Manage Microsoft Intune/Intra ID for security and updates.
• Resolve technical issues swiftly, optimizing system performance.
• Developed a troubleshooting guide for common IT issues, streamlining support processes and empowering users.
• Fostered a positive user experience by actively listening and addressing concerns, enhancing team rapport and satisfaction.
• Utilized Microsoft Autopilot for zero-touch deployment of laptops and desktops, improving onboarding efficiency.
• Supported end users with Windows 10/11, hardware configuration, and Microsoft 365 services.
• Assisted in device enrollment, compliance setup via Intune, and troubleshooting Autopilot-related issues.
• Worked closely with HR and management to ensure timely provisioning and user setup.
• Configured Microsoft Authenticator accounts and enforced MFA policies using Azure AD.
• Enrolled and managed devices in Microsoft Intune, ensuring compliance and security baselines across
  endpoints.
• Granted new hires access to RingCentral and Microsoft Teams calling features as needed.
• Utilized Cisco Meraki to diagnose and resolve network issues involving firewalls and switches across 50+
  properties, ensuring each site remained connected and operational.
• Performed Onboarding and Offboarding of users using Microsoft Azure, Entra, and Intune, including
  account creation, licensing, compliance policies, and device removal.
• Provided white-glove support to executive leadership, including CEO and CTO, by preparing and
  troubleshooting Microsoft Teams conference meetings before and after sessions.
• Maintained and tracked IT inventory, including SIM cards and surplus assets, using asset tracking tools.
  Analyzed market data to guide investment strategies, leading to informed decision-making and enhanced
  portfolio performance.
• Coordinated with cross-functional teams to align project goals, fostering a culture of teamwork and
  achieving timely project milestones.
• Provided mentorship to junior analysts, enhancing team skills and promoting a collaborative working
  environment.
• Streamlined onboarding/offboarding processes, leading to enhanced efficiency and improved user
  satisfaction across the organization. Utilized Cisco Meraki to identify and resolve network issues, ensuring
  connectivity and operational integrity across 50+ properties.
• Developed a comprehensive troubleshooting guide for common IT issues, empowering users and
  expediting support responses.
• Used Jamf Pro and Apple Business Manager to enroll and manage macOS and iOS devices, ensuring
  secure and consistent deployment across the organization. Also supported Android device setup and
  configuration to maintain cross-platform compatibility.
  Assisted with Python and PowerShell scripting to support device setup and configuration
• Used scripts to streamline device provisioning, configuration, and post-imaging tasks
• Helped automate routine setup steps to improve consistency and deployment efficiency
• Provided technical support for hardware and software issues, ensuring timely resolution and minimal downtime.
• Collaborated with cross-functional teams to implement system upgrades and enhance user experience.

• Provision of all laptops and desktop
• Ship all laptops, monitors, and other hardware to new hires
• Utilize the ticketing system (ServiceNow) for all ticket incidents, creations, and level Support
• Work in the office acting as an escalation point for Level 2 Help Desk users, I.T. Supervisor, CEO, CFO, Network team, and Management by responding to and resolving an onsite technical issues
• Assisted with day-to-day operations, working efficiently and productively with all team members
• Support vendors and project management with all I.T. business expansion projects
• Support warehouse network: hardware diagnosis, system upgrades as needed, hardware repair and replacement, order new parts, and assist vendors with hardware issues
• Manage and maintain all computer hardware, ordered equipment as needed, maintain storage supply records
• Support port and router issues, network failures, server rack build
• Work on other projects dealing with any new technology rollouts, and upgrades Streamlined hardware provisioning processes, ensuring timely delivery of laptops and desktops to new hires, enhancing onboarding efficiency.
• Provided technical support for RF scanning devices (Honeywell, Zebra) in operational environments
• Resolved hardware, software, and connectivity issues impacting scanning workflows
• Documented issues, resolutions, and device changes within ServiceNow
• Performed monthly wireless access point (AP) signal checks across warehouse locations
• Verified Wi-Fi coverage and signal strength to ensure reliable device connectivity
• Identified and reported weak or inactive AP signals impacting operational devices
• Coordinated with network teams to resolve wireless coverage issues
• Provided white-glove onboarding and offboarding, guiding users through VPN access, application setup, and secure remote connectivity.
• Managed user identities in Microsoft Azure (Entra ID), including account creation, security checks, and license assignments
• Supported onboarding and offboarding by ensuring proper access and license allocation

• Working with Associa Inc., has given me building blocks of I.T. skills. I have had several promotions from
  level 1 support tech to level 3 I.T. Analyst.
• Creating and resolving tickets within ServiceNow.
• C3 - Inhouse application, administered by help desk team. I create users' accounts, give users access, reset
  passwords, and troubleshoot application issues within C3 portal.
• Exchange Server: Create and modify or Delete email accounts.
• Active Directory: Modify user's account, assist with password reset, assign users to OU's, remove old
  accounts as part of the termination process, add computers, update BitLocker, and more.
• Office365 Admin: Assign user Microsoft License, add a user to a shared mailbox, create and activate
  shared mailbox, create calendar requests and invites for the user, Troubleshoot user Microsoft accounts
  and access. Assist with SharePoint, set up files and folders, and assign the SharePoint admin role to users
  who need to access and manage the SharePoint Online admin center. as well as move folders to One Drive.
• Citrix: Administered and support remote users, create and modify new users' Virtual PC. Troubleshoot any
  issues with Citrix performance by utilizing the Citrix interface portal. Remote into user VR machine to
  resolve issues, answer questions, and how-to. Set up all the applications within a user's Citrix environment
  as well as install certain applications. Resolve lost folders within Citrix.
• SQL- I frequently run quires for the Software development team which allows them to modify financial
  documents that were closed and resolved. My quires reopen the reports.
• Hardware Support: Setup desk stations with monitors, and Dell's terminals called Optiplex. Often go
  deskside to resolve laptop issues, phone issues, and network issues with ethernet ports and cat5e cables.
  Maintain enterprise TV monitors throughout the site, replace the broken desktop, phones monitor, and
  other hardware items.
• ServiceNow: Create incident, resolved incident, create Knowledge base articles, update tickets. Input
  issues within tickets for every call.
• Cisco Anyconnect installed and configured new users' devices with Cisco AnyConnect. Assist with access,
  and any issue remote users experience.
• Resolved customer inquiries through effective communication and problem-solving techniques.
• Provided technical support for hardware and software issues, ensuring timely resolution of user-reported problems.
• Managed installation and configuration of operating systems and applications, enhancing system performance across departments.

• Created and managed user accounts using Active Directory, enhancing system security.
• Assisted customers with VPN access, improving remote connectivity and productivity.
• Troubleshot and resolved technical issues, ensuring seamless restaurant operations.
• Documented and updated support tickets, maintaining accurate records of resolutions.
• Collaborated with teams to escalate and resolve complex technical challenges efficiently.
• Escalated all POS menu issues after research and discovery has been completed
• Monitored restaurant connection statuses and escalated critical issues, facilitating prompt resolutions and maintaining service continuity.

• Assisted customers with WIFI connectivity, configuration, VPN-remote access, and MS Outlook issues
• Created user accounts and assigned group rights using Microsoft server tools (AD) Active Directory
• Resolved VPN issues as needed and maintained communication with customers
• Reset passwords for new and existing customer's login accounts

• Assisted new and existing customers with creating online Walmart Shopping Accounts
• Responsible for managing the service desk open ticket reports in Remedy
• Educated customers on how to track their orders online through Walmart's Ecommerce tracking system
• Handled over 500+ calls per week averaging 100+ calls per day
• Provided first level technical support and reset passwords for all Walmart's online customers worldwide