At Bristol Myers Squibb, I resolve about 230 incidents and service requests each month through phone, chat, email, and ServiceNow, meeting SLAs with 100% CSAT. I achieve an 80% first-contact resolution rate across Windows, Microsoft 365, mobile devices, applications, and hardware.
I manage mobile devices in VMware Workspace ONE, lead new-hire laptop and iPad setup, and support clinical trial and enterprise applications including Veeva Vault and SAP S/4HANA. I also write Knowledge Base articles and join weekly ticket-trend reviews.
At Charter Communications (Spectrum), I resolved high-priority billing escalations and provided root cause analyses to executive leadership, Legal, and Media teams. Earlier, I handled internet, Wi-Fi, phone, email, and mobile app issues, guiding customers through setup and troubleshooting.
On the Bluetooth Golf Ball Locator startup prototype, I delivered tracker firmware in C on Zephyr RTOS for the nRF52840 and integrated it with the C#/.NET MAUI Android app. I also field-tested signal strength and built the Social and Caddie pages and a rebuilt scorecard.
