McAlan Lochard

• Delivered Tier 1 and Tier 2 support across phone, email, chat, and remote desktop support tools while managing tickets in ITSM systems.
• Diagnosed and resolved hardware, software, cross-platform OS, VPN, and network issues, escalating complex root causes to infrastructure teams.
• Provisioned user accounts, access permissions, and secure credential resets in Microsoft 365 and Active Directory environments.
• Configured, imaged, and deployed corporate Windows and macOS laptops, mobile devices, and peripherals for onboarding and existing staff.
• Enrolled and managed company-owned iOS and Android fleets through Mobile Device Management platforms, including Microsoft Intune and Jamf Pro.
• Maintained a 95% customer satisfaction rating while auditing inventory workflows to improve technology asset lifecycle utilization.

• Ensured continuous availability of essential store hardware and network systems to support daily retail operations and customer transactions. Supervised daily store technology operations, staff scheduling, and inventory lifecycles to support consistent performance.
• Troubleshot retail consumer and business devices through firmware flashes, OS updates, data migrations, and structural repairs.
• Maintained local infrastructure for LAN hardware, payment terminals, and POS systems to keep sales activity running smoothly.
• Trained internal staff on troubleshooting workflows, hardware diagnostics, and corporate cybersecurity practices.
• Documented support work and guided ticket handling using ServiceNow, Microsoft Intune, and knowledge base documentation.

• Directed on-site repair workflows and support queues, maintaining 95% client satisfaction across walk-in diagnostics.
• Streamlined device triage protocols to reduce diagnostic latency and speed hardware turnaround times.
• Analyzed inventory flow, equipment logistics, and technician schedules to remove bottlenecks in parts ordering and device servicing.
• Supported Windows, macOS, Microsoft 365, and Active Directory troubleshooting across on-site technical requests.
• Applied Mobile Device Management (MDM) practices to assist with imaging, deployment, and lifecycle support for end-user devices.

Expected Graduation: 2027