Teelon Mitchell

Operations Assistant

Sep 2024 - Mar 2025

• Delivered technical and administrative support to over 400 students and staff weekly, handling inquiries via email, phone, and in-person.
• Resolved 80% of technical issues, including printer malfunctions and AV system errors, within 1 hour through structured troubleshooting protocols.
• Managed over 150 calendar appointments monthly using office scheduling tools; reduced appointment conflicts by 15%.
• Maintained and updated onboarding/offboarding documentation, reducing average onboarding time by 20%.
• Designed Power BI dashboards for KPI tracking and performance monitoring, improving team visibility into operations.
• Conducted technical training sessions on remote desktop access and presentation tools, improving staff confidence and reducing support tickets.

Deli Clerk

Jan 2024 - Sep 2024

• Boosted repeat customer visits through attentiveness to inquiries and tailored recommendations, fostering a welcoming atmosphere in the deli.
• Developed a consistent cleaning schedule to uphold health and safety standards, fostering a safe space for both guests and crew members throughout daily operations.
• Handled customer concerns and complaints promptly, providing solutions and ensuring customer satisfaction.

Ict Technician

Apr 2021 - Sep 2023

• Improved issue resolution time by 20% within 3 months by implementing a structured software upgrade process for 1000+ end users.
• Streamlined email systems by configuring Outlook applications and troubleshooting syncing issues for 10% of devices, enhanced government communication efficiency and productivity.
• Managed and provided MS Teams support for 50 virtual meetings, enhancing communication and engagement across all levels and fostering collaboration.
• Led and supervised a team of three members, completing the inventory of 1500 IT assets at the main office within a demanding two-week timeframe, emphasizing precision and on-time delivery.
• Performed advanced Excel analysis, creating pivot tables and reports to monitor IT asset inventory, ensuring 100% compliance with disposal regulations.
• Procured project-based equipment for over 3 specialized projects by effectively communicating with and evaluating at least 3 vendors per project, ensuring optimal cost, quality, and timely delivery.
• Designed and implemented Power BI dashboards, tracking IT support efficiency and reducing resolution times by 20%.
• Improved issue resolution time by 20% within 3 months by implementing a structured software upgrade process for 1,000+ end users.

IT Technician

Jan 2020 - Aug 2023

• Developed Power BI dashboards to track IT Support KPIs, reducing resolution times by 10% through real-time performance monitoring.
• Provided technical support and troubleshooting for Windows and Mac OS environments, diagnosing and resolving hardware, software, and network issues.
• Provided Level 1 & 2 support for POS and back-office systems, diagnosing and resolving hardware, software, and networking issues to minimize downtime and ensure seamless operations.
• Led software updates, system configurations, and network expansions, extending IT infrastructure while maintaining 100% operational uptime for business-critical applications.
• Performed server cable management and network troubleshooting, optimizing connectivity and ensuring secure, high-performance IT operations across multiple locations.
• Upgraded all computer systems and successfully deployed an on-premises server upgrade for the POS system, coordinating with vendors to ensure seamless functionality and minimal disruption.

Tier 1 Technician

Jan 2019 - Aug 2020

• Handled over 40+ customer inquiries daily, ensuring timely resolution of issues and improving service efficiency within a 72-hour period.
• Provided frontline technical support, assisting customers with troubleshooting PC and Mobile network connectivity issues, ensuring a smooth user experience.
• Endorsed company offerings while addressing emergencies and inquiries, ensuring customer contentment.
• Updated customer accounts and investigated complaints to ensure accuracy and resolution.
• Communicated service details, and cost information regarding claims on accounts.
• Managed user account setups, package configurations, and system access requests, ensuring compliance with security protocols and improving customer satisfaction.
• Agent of the Month at Digicel, recognized for exceptional customer service and technical support proficiency.

Master Of Professional Studies Data Analytics

Sep 2023 - May 2025

GPA: 3.8

Bachelor Of Science Computer Information Systems

Jan 2012 - Nov 2018