Resume | My Site

My Experience

PROFESSIONAL RESUME

Dec 2024 - Current

IT Service Desk Lead

Address general inquiries, diagnose and resolve specific technology concerns including network, hardware, software, mobile phones, and VoIP. Answer incoming calls through Segra Webex. Respond to chats using Bomgar and emails. Log client information, work notes and resolution in ServiceNow. Coached, trained, and developed team of 13 individuals through weekly meetings and quarterly evaluations.

Elevate customer satisfaction by advocating and seeking approval for requests outside normal procedures.
Core Metrics include Talk time, Hold time, After Call Work, and Not Ready time.
Vision Metrics include quality monitoring, Customer Satisfaction, NPS (net promoter score), Technical and First Call Resolution.

Select Contributions

100 percent customer rated NSAT three (3) Consecutive Months.
99 percent calls answered over the 7 months working with the College.
Tracked improvement over the past two quarters with two lowest scoring employees after implementing training and coaching.

Nov 2021 - Jan 2022

Bench Technician

Performed diagnostics and repairs on professional and residential computers using methods approved and established by the owner.

Conducted diagnostic and repairs for printers and computers on-site for professional and residential clients.
Built and designed multiple computers from scratch, including component selection for their needs, that are being used by different architectural and graphic design studios.

Nov 2020 - Nov 2021

Primary Support Flex Agent

Tested new roles for the Best Buy Corporate Campus.

Supported the stores with taking their phone calls, through Cisco Jabber, to help assist with scheduling in-home and in-store Geek Squad Appointments, inventory inquiries, store hours, policies, and provided product advice.
Assisted an average of 80 customers per day.

Nov 2020 - Jan 2021

Remote Support Dispatch

Connected with clients through Unified Service Desk to resolve issues and route to appropriate repair agent. Trained and motivated colleagues resulting in transfer of knowledge, enhanced job performance and employee satisfaction.
Simultaneously served as Geek Squad Advance Repair Agent.

Nov 2019 - Nov 2020

Advance Repair Agent

Carried out basic PC setups including software installations.

Resolved software and hardware issues in clients' machines, performed data transfers from old PC or Mac to new devices or external hard drives.
Replaced failing hardware components and completed diagnostics to identify issues.
Directly affected clients' satisfaction level with special attention to detail and speed, averaging 90 percent on 100 percent scale.
Achieved repairs on iPhones dating back to iPhone 6.
Earned Geek Squad Badge and assisted with multiple other Agents’ Badge Ceremonies.

Sep 2019 - Nov 2019

Geek Squad CIA Agent

Carried out basic PC setups including software installations and resolved multiple issues and built rapport in a new state,

Resolved software and hardware issues in clients' machines, performed data transfers from old PC or Mac to new devices or external hard drives.
Replaced failing hardware components and completed diagnostics to identify issues.
Directly affected clients' satisfaction level with special attention to detail and speed, averaging 90 percent on 100 percent scale.
Achieved repairs on iPhones dating back to iPhone 6.
Delivered training and provided information to clients regarding software, hardware, and ways to improve technology and experience.

Apr 2018 - Sep 2019

Geek Squad Consultation Agent

Executed basic PC setups including software installations. Resolved multiple issues and built rapport with clients in two states.

Delivered training and provided information to clients regarding software, hardware, and ways to improve technology and experience.
Delivered training to Geek Squad colleagues on Apple Repairs and Apple Repair System and remotely trained agents in Florida, Wyoming, and North Carolina on same systems, customizing information for their locations.