It Support Specialist

Contact

**** ******** ***** ** ****** TX, *****

832-***-**** (Mobile)

st.francisofassisi00@gmail. com

www.linkedin.com/in/allen- koteras-999639163 (LinkedIn)

Top Skills User Training Interfaces

Oral Communication

Languages

Binary code (Professional Working) Latin (Limited Working)

Certifications

Operating Systems and You: Becoming a Power User

System Administration and IT Infrastructure Services

Google IT Support Specialization

The Bits and Bytes of Computer Networking

CompTIA A+

Allen Koteras

IT Support Specialist @ Kroger Help Desk Support, Query Languages, Active Directory

Spring, Texas, United States

Summary

As a Google Certified IT Support Specialist, I have a passion for IT excellence and a strong background in IT support, operations, and management. I'm proficient in networking, binary, customer support, troubleshooting, and more.

I recently worked as an IT Support Specialist at Kroger, where I provided exceptional support to users, optimized network

infrastructure, and ensured cybersecurity. I effectively diagnosed and addressed common problems related to computers, peripherals, applications, and network connectivity. I also collaborated

with internal IT teams to escalate complex issues for further troubleshooting. Prior to that, I held leadership roles at FedEx Ground and 7-Eleven, where I improved operational efficiency, team collaboration, and asset protection. I also have retail experience as a Center Store Clerk and a Bagger, where I developed my customer service and attention to detail skills.

I hold a high school diploma from Klein Oak High School and three Google certifications in Technical Support Fundamentals,

Computer Networking, and Operating Systems. I'm eager to leverage my technical acumen, problem-solving skills, and passion for IT to contribute to your organization's success. I value learning, collaboration, and innovation, and I'm always looking for new challenges and opportunities to grow.

Experience

Kroger

IT Support Specialist

September 2022 - February 2024 (1 year 6 months) Houston, Texas, United States

In my role as a Tier 1 IT Support Specialist at Kroger, I was the front line for resolving a wide range of technical issues for store personnel. I

effectively diagnosed and addressed common problems related to computers, peripherals, applications, and network connectivity. My responsibilities included:

*Troubleshooting and resolving Tier 1 user issues via phone, email, and in- person support

*Providing clear and concise technical guidance to users with varying levels of technical expertise

*Documenting support interactions and issue resolutions to ensure consistent and efficient service

*Collaborating with internal IT teams to escalate complex issues for further troubleshooting

I thrived in this fast-paced environment, where I tackled diverse technical challenges and ensured smooth operations for Kroger's staff. My ability to explain technical concepts in an easy-to-understand manner and my

commitment to exceptional customer service made me a valuable asset to the IT department.

FedEx Ground

Operations Manager /sort manager March 2022 - September 2022 (7 months) Houston, Texas, United States

In my role as Operations Manager/Sort Manager at FedEx, I spearheaded the efficient and timely sorting of a high volume of packages. I thrived in a fast-paced environment, ensuring accuracy and meeting strict deadlines. My responsibilities included:

*Overseeing daily sort operations to optimize efficiency and throughput

*Leading and motivating a team of package handlers to ensure adherence to safety protocols and quality standards

*Analyzing operational data to identify areas for improvement and implement process enhancements

*Collaborating with other departments to ensure smooth coordination and seamless package flow

I excelled at fostering a collaborative and safety-focused work environment. My strong leadership skills, problem-solving abilities, and commitment to operational excellence were instrumental in achieving FedEx's sorting goals.

7-Eleven

1 year

District Manager

November 2021 - February 2022 (4 months)

Spring, Texas, United States

As a District Manager for 7-Eleven, I led a team of store managers to achieve exceptional sales growth and operational excellence across my assigned district. I thrived in a fast-paced, results-oriented environment, where I:

*Coached and empowered store managers to develop high-performing teams and deliver exceptional customer service.

*Championed sales growth initiatives by analyzing market trends, optimizing product mix, and implementing strategic merchandising plans.

*Ensured operational efficiency through inventory control, cost management, and strict adherence to safety and compliance standards.

*Cultivated a positive and results-oriented work environment that fostered teamwork and motivated store personnel.

My ability to inspire and develop talent, coupled with my strategic vision and data-driven approach, consistently exceeded sales targets and profitability goals for my district.

General Manager

March 2021 - October 2021 (8 months) Spring, Texas, United States

As a General Manager at 7-Eleven, I spearheaded the successful operation of a fast-paced convenience store, driving profitability and customer satisfaction. I thrived in a dynamic environment, wearing many hats to ensure smooth daily operations. My key responsibilities included:

*Motivating and leading a team to deliver exceptional customer service and maintain a clean, inviting store environment.

*Optimizing inventory control and merchandising to maximize sales and minimize shrinkage.

*Ensuring operational efficiency by adhering to strict safety and compliance standards.

*Building strong relationships with vendors to secure the best products and pricing for the store.

*Contributing to the bottom line by achieving sales targets and exceeding profitability goals.

My ability to lead by example, manage multiple priorities, and think strategically made me a valuable asset to the 7-Eleven team.

UPS

Area Manager

October 2021 - January 2022 (4 months) Houston, Texas, United States

In my role as a Area Manager at UPS, I empowered new and existing employees with the knowledge and skills needed to excel in their roles. I developed and delivered engaging training programs on a variety of topics, including:

*Safe package handling procedures

*Efficient delivery route navigation

*Customer service excellence

*UPS regulations and policies

I thrived in this dynamic environment, tailoring my training approach to diverse learning styles and ensuring clear comprehension. My ability to motivate and inspire learners played a key role in boosting staff performance and ensuring the smooth operation of UPS services.

Dillard's Inc.

Sales Associate

January 2021 - March 2021 (3 months) The Woodlands, Texas, United States

As a Sales Associate at Dillard's, I cultivated a passion for fashion while providing exceptional customer service. I helped customers find clothing and accessories that flattered their style and fit their needs. My responsibilities included:

*Guiding customers through the shopping experience, offering personalized recommendations and style advice.

*Maintaining a knowledgeable understanding of current fashion trends and Dillard's merchandise.

*Providing exceptional customer service by exceeding expectations and ensuring customer satisfaction.

*Contributing to a positive sales environment by achieving sales goals and promoting store products and services.

I thrived in this dynamic, customer-focused role. My ability to connect with people, understand their style preferences, and provide fashion expertise made me a valuable asset to the Dillard's team.

Macy's Retail Holdings, Inc.

Seasonal Sales Associate

October 2020 - January 2021 (4 months) Houston, Texas, United States

As a Sales Associate at Macy's, I cultivated a passion for fashion while providing exceptional customer service. I helped customers find clothing and

accessories that flattered their style and fit their needs. My responsibilities included:

*Guiding customers through the shopping experience, offering personalized recommendations and style advice.

*Maintaining a knowledgeable understanding of current fashion trends and Macy's merchandise.

*Providing exceptional customer service by exceeding expectations and ensuring customer satisfaction.

*Contributing to a positive sales environment by achieving sales goals and promoting store products and services.

I thrived in this dynamic, customer-focused role. My ability to connect with people, understand their style preferences, and provide fashion expertise made me a valuable asset to the Macy's team.

Walmart

2 years 3 months

District Asset Protection Manager January 2020 - August 2020 (8 months) Spring, Texas, United States

As a District Asset Protection Manager for Walmart, I spearheaded security efforts across multiple stores, minimizing inventory shrink and ensuring a safe shopping environment. I thrived in a fast-paced, results-oriented environment, where I:

*Developed and implemented strategic asset protection programs to deter theft, fraud, and other security risks.

*Analyzed data and trends to identify areas of vulnerability and develop targeted solutions.

*Led and coached a team of Asset Protection Associates to ensure effective execution of security protocols.

*Collaborated with store management to foster a culture of security awareness and compliance.

*Investigated shoplifting incidents and apprehended culprits in accordance with company policies and legal regulations.

My ability to think strategically, lead effectively, and analyze data played a key role in reducing shrink and protecting Walmart's assets.

Asset Protection Specialist

August 2019 - December 2019 (5 months) Spring, Texas, United States

As an Asset Protection Specialist at Walmart, I played a vital role in safeguarding the company's inventory and ensuring a secure shopping experience for customers. I thrived in a fast-paced environment where vigilance and keen observation were critical. My responsibilities included:

*Deterring shoplifting and theft through proactive surveillance and patrolling techniques.

*Apprehending shoplifters while adhering to company policies and legal guidelines.

*Conducting investigations into suspicious activity and collaborating with law enforcement when necessary.

*Maintaining accurate records of security incidents and assisting with loss prevention efforts.

*Providing exceptional customer service by de-escaling situations and ensuring a positive shopping experience.

My strong attention to detail, effective communication skills, and ability to work independently made me a valuable asset to Walmart's Asset Protection team.

Store Cashier

June 2018 - August 2019 (1 year 3 months) Spring, Texas, United States

As a Cashier at Walmart, I played a key role in providing a positive customer experience by ensuring efficient and friendly checkouts. I thrived in a fast- paced environment, where accuracy and interpersonal skills were essential. My responsibilities included:

*Processing customer transactions quickly and accurately, while adhering to cash handling procedures.

*Providing exceptional customer service by greeting customers warmly, resolving inquiries, and ensuring a smooth checkout experience.

*Maintaining a clean and organized cashier station for optimal efficiency.

*Working collaboratively with other cashiers and store personnel to ensure seamless customer flow.

My ability to prioritize tasks, work effectively under pressure, and interact positively with people made me a valuable asset to the Walmart team.

Klein Oak High School

IT Help desk

August 2014 - August 2018 (4 years 1 month)

In my role as a IT Help desk technician at the Klein Oak computer repair center, I was the front line for resolving a wide range of technical issues for both students and faculty. I effectively diagnosed and addressed common

problems related to computers, peripherals, applications, and network connectivity. My responsibilities included:

*Troubleshooting and resolving Tier 1-2 user issues via phone, email, and in- person support

*Providing clear and concise technical guidance to users with varying levels of technical expertise

*Documenting support interactions and issue resolutions to ensure consistent and efficient service

*Collaborating with internal IT teams to escalate complex issues for further troubleshooting

I thrived in this fast-paced environment, where I tackled diverse technical challenges and ensured smooth operations and learning for both students and staff. My ability to explain technical concepts in an easy-to-understand manner and my commitment to exceptional customer service made me a valuable asset to the IT department.

Kroger

Bagger

April 2015 - August 2016 (1 year 5 months) Tomball, Texas

As a Bagger at Kroger, I played a vital role in ensuring a smooth and enjoyable shopping experience for customers. I tackled fast-paced checkout lines, strategically bagging groceries to maximize space and minimize hassle. My responsibilities included:

*Bagging groceries efficiently, ensuring proper handling of delicate items and maximizing bag space.

*Providing exceptional customer service by assisting with cart unloading, offering bagging assistance, and helping customers to their vehicles.

*Maintaining a clean and organized checkout area to promote a positive shopping environment.

*Working collaboratively with cashiers and other baggers to ensure a seamless checkout process.

I thrived in this dynamic, customer-focused role. My ability to work quickly, prioritize tasks, and interact positively with people made me a valuable asset to the Kroger team.

Education

Klein Oak High School

High school Diploma, General Studies · (2014 - 2018)

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