Work Experience
Associate Enterprise Technology Specialist / The Kroger Co.
- Provide remote technical support for grocery store technology systems, resolving hardware, software, and network-related incidents across multiple locations.
- Troubleshoot and support point-of-sale (POS) systems, scales, register controllers, printers, handheld devices, and store infrastructure.
- Coordinate with field technicians, vendors, and store personnel to ensure timely resolution of critical operational issues.
- Utilize ServiceNow to manage incidents, track resolutions, document troubleshooting efforts, and escalate issues to appropriate support teams.
IT Analyst / St. Augustine Preparatory Academy
- Delivered support for 400+ staff & 2,000+ student devices (Windows, macOS, iOS, ChromeOS).
- Administered Active Directory & Google Workspace accounts; optimized user provisioning and access controls.
- Authored clear, user-friendly technical documentation and internal process guides to improve first-time resolution.
- Partnered with management to interview candidates and onboard new hires.
- Lead and mentored a student tech team, teaching hardware troubleshooting, customer service, and device repair.
IT Technician / Academy of Excellence
- Managed IT systems across three campuses, supporting staff and student accounts through Google Admin, Jamf School, and Infinite Campus.
- Delivered technical training sessions for staff and parents, ensuring effective use of new learning technologies.
- Maintained accurate IT inventory, optimizing cost-effective solutions for school-wide technology needs.
Technical Speciaist / Apple Inc.
- Resolved 15-20 complex hardware/software issues daily for macOS, iOS, and iPadOS; consistently exceeded NPS and service targets.
- Facilitated end-user education, ensuring customers understood product capabilities and services.
Bilingual Teller (Spanish) / Landmark Credit Union
- Delivered accurate customer service for financial transactions including deposits, withdrawals, and payments.
- Assisted members with account inquiries in both Spanish and English.