Rhonda Skinner

Optimized IT operations across 16 retail locations by leveraging advanced monitoring tools, ensuring 99% system uptime and seamless business continuity. Led and mentored a team of seven IT technicians, delivering multi-channel support and driving a 25% improvement in service resolution times.

Led the establishment of a national virtual support team of 12 professionals, driving a 98% customer satisfaction rate through streamlined hardware and software issue resolution. Optimized incident management by reducing the ticket backlog by 30%, leveraging proactive system monitoring to swiftly detect and address network faults.

Led a high-performing hybrid team of five, delivering seamless end-user and retail support throughout the pandemic, ensuring business continuity and operational efficiency. Provided expert technical support onsite and remotely via phone, chat, and email, leveraging Active Directory, Quick Assist, Control UP, and MS Azure/Intune to achieve an 85% first-contact resolution rate.

Assisted end users with software and hardware issues, with urgency placed on quick resolution to lower customer impact. Responsible for creation of new employee logins and email mailboxes in Active Directory for new employee access to internal network and files.

Completed a Bachelor of Arts in Organizational Management, focusing on the principles and practices of effective organizational leadership and management. Gained expertise in strategic planning, team dynamics, and operational efficiency.

Earned an Associate of Science in Office Management, developing strong administrative and organizational skills essential for efficient office operations. Studied various aspects of office administration, including record keeping, communication, and office technologies.