Work Experience
Endpoint Configuration Analyst II
Chick-Fil-A Corporate Support Center, Atlanta, GA — November 2024 - Present
Assigned to Chick-Fil-A Inc - Contract
- Managed enterprise device lifecycle for 5000+ endpoints across hybrid Microsoft/Apple infrastructure integrated with Intune, Microsoft Autopilot, Workspace One, SCCM, and Azure AD/Entra ID
- Executed command-line tools and PowerShell for system diagnostics, configuration management, and troubleshooting
- Participated in large-scale device deployments for new hire onboarding and seasonal workforce initiatives
- Carried out ServiceNow ITSM operations, including processing incidents, build requests and device stock management
- Coordinated warranty claims and vendor relationships with Microsoft, Apple, Dell, and Lenovo, managing repairs, exchanges and RMA processes
- Collaborated with endpoint engineering teams on MDM integration challenges and security compliance to improve deployment rates
- Implemented rigorous QA protocols for device builds, achieving consistent enterprise compliance standards
Bilingual Technical Support Specialist
CDE Inc., Marietta, GA — July 2024 - November 2024
- Provided Level 2 technical support for EBT, WIC, and POS payment processing systems
- Diagnosed and resolved complex hardware, software, and network connectivity issues
- Managed merchant support tickets through CRM systems, maintaining SLA compliance
- Coordinated equipment procurement and deployment to support merchant operations
Bilingual Technical Support Analyst
Assurant, Atlanta, GA — June 2022 - July 2024
- Delivered bilingual technical support to 50+ daily customers across multiple device platforms
- Troubleshot complex mobile device issues on iOS, Android, Windows, and macOS systems
- Utilized remote diagnostic tools to resolve software conflicts and configuration problems
- Maintained 95%+ customer satisfaction ratings in high-volume support environment
Bilingual Medical Collections & Billing Agent
Hollis Cobb Associates, Atlanta, GA — April 2021 - June 2022
- Managed accounts receivable operations for major healthcare systems (Northside, WellStar, Grady hospitals)
- Processed 200+ daily customer interactions while maintaining strict HIPAA compliance and security protocols
- Coordinated with AR department on insurance claim processing and follow-up procedures
Field Repair Technician for Device Insurance Claims
Asurion, Atlanta, GA — October 2019 - April 2021
- Completed 1000+ certified mobile device repairs across multiple manufacturers (Apple, Samsung, Google, Motorola)
- Provided on-site technical support and diagnostic services for insurance claim processing
- Managed POS system operations and inventory tracking for field service operations
- Mentored new technicians on repair procedures and quality standards
Mobile Device and Computer Technician
uBreakiFix, Duluth, GA — July 2019 - October 2019
- Performed 500+ mobile device and computer repairs using manufacturer-authorized parts and software
- Managed back-of-house operations including inventory control and quality assurance processes
- Provided supervisory support and technical leadership in absence of store management