JHONATAN ALEXANDER

-Integrate and maintain operational protocols and procedures.
-Manage approximately 30-40 direct reports home delivery team members.
-Regularly review team performance data to ensure that.
-Employees and supervisors achieve their performance goals.
-Manage timesheets in the kronos workforce management system, support.
-Support continuous improvement efforts through customer service feedback.
-Actively participate in employee recruitment and ongoing training of members of the delivery team.

-Monitored the performance of drivers to ensure compliance with safety regulations.

-Ensured that all delivery orders were processed accurately and efficiently.

-Scheduled daily routes for delivery personnel, ensuring timely completion of deliveries.

-Trained new employees on company policies and procedures related to delivery operations.

- Provided frontline IT support to clients, addressing technical issues via phone, email, and in-person interactions.
- Resolved hardware and software problems, including troubleshooting network connectivity issues and resolving printer and peripheral device malfunctions.
- Documented all support interactions and solutions in the ticketing system, ensuring accurate tracking and resolution of issues.
- Collaborated with cross-functional teams to escalate complex issues and coordinate resolutions, ensuring timely response and customer satisfaction.
- Assisted in the deployment of software updates and patches, ensuring systems were up-to-date and secure.
- Conducted user training sessions on software applications and IT best practices to enhance client knowledge and productivity.

- Provided technical assistance and support for incoming queries related to computer systems, software and hardware.

- Resolved user issues in a timely manner via remote access or onsite visits.

- Performed system backups and data recovery operations when necessary.

- Provided technical support to customers via phone, email, and chat, resolving hardware and software issues related to desktops, laptops, and peripherals.
- Diagnosed and resolved network connectivity issues, including troubleshooting router and modem configurations and resolving DNS and IP address conflicts.
- Managed user accounts and permissions in MS Active Directory, including password resets, account lockouts, and group policy administration.
- Contributed to the development of knowledge base articles and support documentation, facilitating self-service troubleshooting for customers.
- Participated in on-call rotation to provide after-hours support for critical issues, ensuring uninterrupted service for clients.

Collaborated with IT team members to identify system requirements and resolve problems.

Identified recurring technical issues and provided solutions to prevent future incidents.