FLORENCE CHURCHWELL

Work History

APPLE TECHNICIAN

Aldine Independent School District

Houston, TX

11.2022 - Current

Managed 14,000+ Apple Devices using Workspace One MDM and Jamf Pro MDM
Managed a large-scale district-wide project of transitioning all 14,000+ Apple devices to the new Jamf Pro MDM system
Responsible for managing the technology needs for 8 campuses simultaneously
Performed repairs and maintenance on administrative and instructional Window and Apple devices
Provided on-site assistance in classroom, media centers and administrative offices where Directors and Chiefs are housed.
Configured, tested, and troubleshot various Apple hardware components such as Macbooks, iPhones, iPads, and iMacs.

DESKTOP TECHNICIAN

Aldine Independent School District

Houston, TX

08.2022 - 11.2022

Install, configure, maintain, and upgrade computers and peripherals throughout the district
Relocate computer hardware, peripherals, and equipment as needed
Provide level II technical support to organizations users of computers, instructional equipment, and software
Diagnose and repair network connectivity as it relates to issues with printers, desktops, laptops, and mobile devices
Remove old equipment and perform data migration to new machines and remove hard drives from systems for proper disposal.

SENIOR SERVICE ADVISOR

Wayfair, LLC

Virtual, Houston, TX

08.2021 - 08.2022

Consistently met or exceeded customer satisfaction, efficiency metrics and issue resolution targets
Provided service to both personal and business customers seeking assistance with post-order issues such as returns, replacements, refund, delivery status, back order inquiries and any other issues that may arise in the order fulfillment process
Simultaneously navigated multiple software applications and technologies
Lead weekly Huddle meetings for my team multiple times a week
Coached my peers on metrics improvement and customer service skills.

TIER 1 AND MAC+ Technical Support

Kelly Logistics LLC

Houston, TX

03.2020 - 03.2021

Resolving username and password difficulties
Troubleshooting email issues
Navigating customers through various apps
Data sharing & synchronization troubleshooting
Verifying proper hardware and software configuration and set up
Diagnosing and resolving issues including internet connectivity, email, application downloads
Helped streamline repair processes and update procedures for support action consistency
Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.

INFORMATION TECHNOLOGY SUPPORT SPECIALIST

RSW Technologies

Houston, TX

01.2018 - 01.2021

Perform remote technical support, troubleshooting and tuning for end user systems and initial triage for customer networked environments
Execute effectively in fast-paced environment within applicable service levels and procedures
Perform onsite technical end user support and assist with infrastructure incidents and requests
Provide frequent updates to internal knowledge-based system
Re-imaged and deploy new and replacement laptop and desktop equipment
Provided Tier 1 IT support to non-technical internal users through desk side support services
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

SECURITY OFFICER

GEO Reentry Services

Houston, TX

02.2019 - 09.2019

Oversees and monitors activities of resident offenders in living areas, recreation activities areas, dining areas and visitation areas
Coordinates and monitors offender movements, conducts count, and provides emergency response as needed
Provides security in program activities and supervises labor crews in various areas around facility
Conducts shakedown for contraband materials, either individually or as part of specialized team
Confiscates contraband in accordance to facility and contracting agency policies and procedures
Initiates disciplinary reports on resident offenders
Promotes facility cleanliness and reports need for maintenance or repairs
Serves as member of special teams to respond to emergencies as required.

RESEARCH ANALYST

NRG/Reliant

Houston, TX

08.2014 - 08.2017

Responsible for creation and preparation of daily and weekly reports from data obtained from BW, IRW, CCS and Siebel for distribution to C&I department
Analyzed and solved inadvertent switch issues with various TDSPs, ERCOT (Market Track), and C&I Account Management Account Representative
Created and submitted request for enrollments on Mid-ERCOT and Large C&I accounts
Uploaded and expired all Auto Fax (billing preferences) request from C&I Account Management Account Representative
Performed bi-weekly audit of Late Fees Reports to ensure all funds were accounted for properly
Provided support to Administrative Assistant in filing student records and created varies school reports
Served as substitute teaching in various classrooms from grade 9 to grade 12.

Summary

Overview

Work History

APPLE TECHNICIAN

DESKTOP TECHNICIAN

SENIOR SERVICE ADVISOR

TIER 1 AND MAC+ Technical Support

INFORMATION TECHNOLOGY SUPPORT SPECIALIST

SECURITY OFFICER

RESEARCH ANALYST

Education

High School Diploma -

Some College (No Degree) -

Some College (No Degree) -

Skills

Certification

Timeline

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