• Perform a wide range of equipment installation and repair across several types of equipment (i.e. residential->gov, POS, servers, routers, switches, hubs, WiFi Gateway, UPS, desktops, laptops, MPOS, etc.), testing, and ensure compliance with technical requirements, specification, and policies • Familiar with Kiosks, Coin Changing Machines, Terminal Pin Pads, and entrusted key holder • Ensure computer and network functionality, including cable terminations, runs, and network/circuits diagnostics • Conduct site audits • Work with many vendors on asset management, documentation, project management, escalations, disputes, etc.

▪ Worked with Linux clients and hosts over webchat ▪ Managed VPSs, Dedicated server, and shared server containers in Linux ▪ Monitor syslog of Linux ▪ Networking and Troubleshooting ▪ Hardware ▪ Building scripts to use in Linux ▪ WordPress: new installs, modification, add-ons, delete, etc.

▪ Work with 20+ internal end-users to troubleshoot services equipment/software issues ▪ Provide internal IT end-user support to ensure that systems remained functional at all times ▪ Training end users on Point of Sale (POS) Software Usage(s) and workflows (from grow to mix and then retail) ▪ Troubleshoot Point of Sale peripherals (label printers, barcode scanners, scales, pole displays, cash drawer, and receipt printer), and other services equipment ▪ Generated custom SQL based reports from POS system data ▪ Set up the company’s PBX system to be ready for Automatic Call Distribution of Live Calling and Live Chat. Training ~20 internal end users on functionality of new PBX system mobile & desktop ▪ Collaborate with team members to brainstorm emerging challenges in the industry ▪ Manage ticketing and CRM Systems (e.g. Zendesk and Salesforce.com)

▪ Troubleshoot and repair WLAN and LAN issues across multiple system platforms (i.e. mobile devices, PCs, printers, game consoles, televisions, etc.) related to Comcast clients ▪ Provision Modems ▪ Escalations ▪ Document Tickets ▪ Educate customers ▪ Networking (i.e. RDP, DMZ, Port Forwarding, Factory Resets, Custom Network Setup, Security Mode Adjustments, Channel Scan/Change, etc.) ▪ Follow work-flow within Einstein (Comcast tool) ▪ Support within scope

▪ Responsible for installing/repairing damaged hardware ▪ Ensure confidential handling of sensitive parts and maintaining confidentiality ▪ Manage work orders and own working schedule ▪ Selected to be a primary technician for TSA networks

• Successfully provided excellent customer service in a high-volume call center via phone, e-mail and web-chats • Responded to customer inquiries, processed payments and generated confirmations • Effectively remedied customer complaints in a courteous manner • Communicated marketing campaign materials to prospective customers • Used NAVIS sales techniques, marketing strategies, and CRM data solutions to achieve daily and weekly goals. • Consistently met sales quotas by offering additional benefits to customers • Validated reservation data using PAR Springer Miller reservation system