SEPHORA L.GABOUREL

• Managed end-user technology issues, including desktop computers, laptops, printers, scanners, and mobile devices daily within corporate office and flagship retail stores through hands-on support, enhancing user satisfaction.
• Maintain and upgrade software and hardware systems efficiently and in a timely manner to minimize downtime and ensure high performance in a fast-paced environment.
• Delivered Tier 1-3 support, triaged technical issues, and escalated incidents to global IT teams and third-party vendors for resolution.
• Ensure the health of endpoint devices, patch management, and remote access tools, contributing to IT infrastructure safety and stability.
• Maintain backup protocols and participate in disaster recovery drills to ensure data and operational continuity.
• Coordinate and document IT asset inventory using ServiceNow and Excel-based systems, track the lifecycle of equipment, perform RMA processing, and manage vendor warranties and repairs.
• Created technical documentation and delivered user training for IT systems and policies to internal staff, ensuring compliance with global standards and IT best practices, facilitating smoother onboarding and system usage.
• Guide junior support staff on IT procedures, deployment projects, and customer service best practices; assist with scheduling support coverage and monitoring service delivery metrics.
• Provided technical assistance for Citrix, facilitating efficient operations for various departments., VMware virtual desktop environments for POS and internal applications.
• Assisted in the deployment and configuration of retail-friendly peripherals compatible with ERP/CRM platforms
• Ensured compliance with service level agreements through diligent incident tracking and reporting. and incident tracking using service desk platforms (e.g. ServiceNow, Jira).

• Served as primary Tier 2 and Tier 3 support for Citrix Workspace (Epic Applications), Windows, Mac OS, iOS, iPadOS, and Android OS within the organization.
• Streamlined ticket resolution process in ServiceNow for iOS, iPads, Android, and Windows and macOS devices alike.
• Streamlined ticket resolution process in ServiceNow for iOS, iPads, Android, Windows, and macOS devices, enhancing responsiveness and user satisfaction.
• Identified and resolved technical issues, contributing to robust infrastructure support and minimizing downtime.
• Oversaw the deployment and configurations of Windows and macOS devices and systems.
• Provided primary Tier 2 and Tier 3 support for Citrix Workspace (Epic Applications), Windows, Mac OS, iOS, iPadOS, and Android OS within the organization.
• Provisioned user accounts, permissions, and email access in Active Directory and Microsoft 365.

• Installed, updated, and troubleshot macOS and Windows, mobile and tablet device issues, enhancing user connectivity and training effectiveness.
• Maintained virus protection software, performed system scans, and removed any detected viruses, spyware, and malware.
• Deployed and configured technical equipment for user functionality.
• Set up and maintained secure wireless networks and firewall configuration
• Maintained virus protection software, perform system scans, and remove any detected viruses, spyware, and malware.
• Led troubleshooting for hardware, software, network, and classroom technology issues across campus
• Resolved user support tickets, ensuring timely access to systems, applications, and network resources

• Delivered exceptional customer experiences assisting their situation and giving quick solutions or advice, using knowledge of current Apple Technology
• Collaborated with peers and leadership to execute daily goals and improve customer experiences.
• Contributed to the Visuals Team by creating, developing, and implementing visual merchandising elements, demos, and graphics.
• Developed and nurtured relationships with small businesses, promoting company culture and products to support their growth.
• Diagnosed iPhone, iPad, and Mac hardware and software issues using Apple service workflows.

Expected December 2026

• Dean's List Fall 2025 and Spring 2026