Shuron Blackwell

Responsibilities:

• Provide comprehensive support to employees experiencing technical issues with computer systems, software, and hardware, including Windows 10/11, macOS, and Linux.
• Utilize diagnostic tools and software such as ServiceNow and Jira to identify and resolve hardware and software issues, ensuring minimal disruption to daily operations.
• Regularly update and maintain software applications, applying security patches using McAfee, and Endpoint protection to safeguard against vulnerabilities.
• Continuously monitor and troubleshoot network connectivity issues using DNS, DHCP, and LAN/WAN protocols to ensure stable and secure network operations, achieving 99.9% uptime.
• Maintain an accurate inventory of computer assets, including desktops, laptops, printers, and routers, and manage the procurement of new equipment as needed.
• Maintain comprehensive documentation of all tech support cases, ensuring detailed records of issues, solutions, and follow-up actions.
• Conduct research, analyze data, and prepare detailed reports to support decision-making processes and strategic goal setting, contributing to a 15% conversion rate improvement.
• Install, configure, and maintain over 500 pieces of computer equipment, including desktops, laptops, printers, and routers, ensuring all devices are fully operational and up-to-date.
• Provide training and guidance to over 200 users on effectively utilizing computer systems and software, including Microsoft Office 365 and Google Workspace, enhancing overall productivity.
• Utilize ticketing systems to track, prioritize, and manage support requests, improving response times and resolution rates through efficient workflow management.

• Developed and executed strategic digital marketing campaigns to drive brand awareness and customer acquisition across various online channels
• Conducted in-depth market research and data analysis to identify trends and opportunities, leading to increased website traffic and 30% conversion rates
• Managed social media platforms, created engaging content, and monitored online presence to optimize user engagement and follower growth
• Utilized SEO techniques and Google Analytics to track key performance indicators and optimize website performance for improved search engine rankings

• Increased team productivity by implementing streamlined processes and effective communication strategies, which lead to at least 10% profit every inventory cycle while yielding the best P&L in the region
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery
• Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among a team of 13 members
• Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development led to the number one department in the region
• Reduced risk exposure for the company by identifying and addressing areas of noncompliance saved the company $15,000 in fines compared to the previous analysis