Lucus Compagna

• Provided technical support for hardware and software issues, ensuring timely resolution for end-users.
• Prioritized Client satisfaction by ensuring that all tickets have a less than 24 hour response time, and maintaining positive technician reviews
• Trained new technicians on service desk procedures based on client SOP and ticketing software usage.
• Managed multiple client's Microsoft 365 tenant systems including Admin Center, Intune, Entra, and more.
• Manged and monitored clients network to ensure prompt response for outage and other networking related issues

• Worked with safety teams to ensure a safe work environment by identifying hazards and mitigating workplace injuries.
• Collaborated with managers to staff associates in appropriate departments, identify improvements for line productivity,
and increase inbound inventory rates.
• Complied and upheld TSA airport security procedures by identifying unauthorized individuals in the building and
ensuring visitors were properly supervised and escorted.

• Troubleshoot clients’ units to determine if they could be quickly fixed or if the unit needed to be elevated to an advanced
repair agent or service center
• Provided one-on-one support in setting up accounts, emails, and applications, educated clients on safe browsing, and
explained issues using easy-to-understand language.
• Performed functionality checks on returned units to ensure the unit was the same one sold by serial number verification
and tested the unit to confirm full functionality for return to the sales floor.
• Managed confidential personally identifiable information to verify a client’s products, memberships, credit card, ticket
status, and protection plans.