Diagnosed and resolved escalated technical problems using advanced troubleshooting methodologies and root cause analysis while managing high-priority incidents from escalation through complete resolution, maintaining SLA compliance and coordinating cross-functional teams and external vendors to minimize business impact.
Identified and implemented automation opportunities and workflow improvements that reduced average resolution time, enhanced operational efficiency, and increased customer satisfaction scores.
Developed and maintained comprehensive documentation, troubleshooting guides, and knowledge base articles that improved first-call resolution rates and enabled efficient self-service support capabilities while providing technical training and mentoring to support staff to strengthen overall team capabilities.
Provided specialized technical knowledge across multiple systems including Windows, MacOS, Windows servers with domain controllers, DHCP, DNS, Active Directory, and cloud environments while continuously developing expertise in emerging technologies and industry best practices to support evolving business needs.
PNC Bank, Financial Services Group
Orlando, FL
July 2022 - April 2024
Branch Banker (DMLO)
Provided technical support and digital literacy education to clients, guiding them through online tools and resources to achieve their goals and improve overall service experience.
Delivered inbound call support using advanced problem-solving techniques and technical knowledge to resolve diverse client issues efficiently across multiple platforms and systems.
Applied security protocols and fraud prevention knowledge to protect clients against cyber threats while maintaining compliance with organizational policies and procedures.
Coastal Wealth, LLC
Fort Lauderdale, FL
January 2021 - July 2022
Financial Advisor
Provided comprehensive financial guidance and insurance solutions to clients seeking retirement and life insurance coverage while actively prospecting new business through networking, community events, referrals, and strategic partnerships.
Conducted sales activities across multiple channels (in-person, phone, virtual) and managed the full application process for various insurance and retirement products to meet diverse customer financial security needs.
Fluorotek USA, Inc
Riviera Beach, FL
May 2019 - June 2021
Operations and Logistics Manager
Innovated manufacturing systems, processes, and procedures to create a more efficient and safer workplace while supervising and managing a team of up to 50 manufacturing employees daily.
Coordinated with vendors to maintain sufficient raw material inventory and collaborated with customers to ensure production schedules and shipments met delivery requirements.