Mikayla Sullivan

Provides onsite and remote technical support for end users, resolving Windows, hardware, software, network, printer, and endpoint issues while minimizing business downtime. Supports day-to-day site IT operations and administers Active Directory, Microsoft 365, and Intune-managed devices.

Supported daily operations, staffing, inventory, customer service, and employee coaching in a fast-paced retail environment. Resolved customer concerns and managed store operations in the manager's absence.

Managed technical escalations and worked issues through timely resolution while maintaining strong customer communication. Provided technical guidance and mentoring to Help Desk analysts and maintained the support mailbox within service level agreements.

Performed enterprise computer migrations from legacy devices to new systems and resolved post-migration issues. Configured desktops, laptops, monitors, printers, peripherals, and required software before deployment.

Delivered technical support for warehouse and manufacturing operations, including Windows workstations, laptops, printers, Zebra devices, RF scanners, tablets, and mobile devices. Installed, repaired, and replaced hardware and performed Windows and software troubleshooting.

Provided technical support for more than 4,000 retail locations and resolved hardware, software, network, Windows, and point-of-sale issues. Managed support tickets through completion and maintained an average first-call resolution rate of 85%.

Resolved complex hardware, software, and network issues for multiple national retail clients and assisted Level I and Level II technicians with advanced troubleshooting. Guided field technicians through workstation installations and software rebuilds while meeting service level agreements.

Earned a High School Diploma from Berea High School in 2015.