I am an accomplished repair technician bringing more than 13 years in software and hardware maintenance and repair for PCs and Macs. Working as a support or repair technician, trained in customer service and mastered the three A's of customer interaction - Acknowledge, Align, and Assure. During my time in this field I have gained a vast knowledge of the Mac OS and Microsoft Software and the inner workings of computers and portable technology. I took a bit of software training while in High School and learned the languages of Visual Basic and C++ as well. I worked as a customer service-oriented advisor committed to resolving problems for customers quickly and accurately to reduce downtime and increase productivity.
Ultimately I am looking to expand my work expertise and broaden my experience, branching out to other lines of work.
Patient and diligent
Vast technical knowledge
Microsoft Office expert
Proficient in AVG, Printers, PC Security systems
MS Office proficiency
Accomplished with mobile devices
AppleCupertino, CaliforniaAt Home Advisor05/2015 to 01/2017
I worked for Apple as an At Home Advisor and provided online technical support for a wide array of products and software including Beats headphones and earbuds product lines, iPod, iPhone, iPad, Macbook Pro, Macbook Air, and iMac. Software support ranged from iTunes and iTunes Store as well as other Apple exclusive software. My job responsibilities included troubleshooting with up to three customers at a time as well as screen sharing software related problems with specific devices and desktop computers, arranging in-store support and diagnosis when necessary and routing customers to the appropriate team for proper support.
Other responsibilities included in this position...
Coordinated hardware and software repair processes with outside vendors. Providing best possible service options in a customers location, this included world wide support, any country or region where Apple or Apple Authorized Service Providers were available.
Repaired and reinstalled software such as the Mac OS X software as well as most versions of the iOS software as well.
Troubleshot any hardware or software issues and provided the best possible option to have the issues resolved.
Performed diagnostic tests and repaired malfunctioning hardware and software. This process can be done remotely on both desktop and mobile devices running the iOS software to provide better insight of any underlying problems.
Best BuyShepherdsville, KentuckyComputer Repair Technician05/2008 to 03/2014
Worked for Best Buy Geek Squad in Brooks, KY repair facility providing repairs for notebook and desktop computers as well as mobile devices such as tablets and cellular phones. While working I had to maintain a Work In Progress filled with up to 20 computers at a time and had to diagnose, order, and repair each device and pass a quality check to ensure product functionality. Among many other responsibilities I also had to maintain rapport with our store front locations to ensure quality and timely work as well as the following...
Set up, tested and configured networks, desktops, laptops and printers. Resolved technical issues for clients in person, on the phone and through e-mail. Installed motherboards, processors, RAM and graphics cards. Performed desktop and laptop repairs for HP/Compaq, Gateway, Apple, ASUS, Lenovo. Trained temporary workers and new employees in effective diagnostic and repair procedures. Troubleshot any hardware or software issues and resolved problems accurately and efficiently.
UPSLouisville, KentuckyFork Lift Operator03/2007 to 04/2008I worked as a fork lift operator and moved freight, moved smaller packages, as well as assisted with loading and unloading trucks at the loading docks. Over my time working for UPS I logged roughly 500 hours on a fork lift and became very well versed with both propane and electric lifts alike.
Education and Training
High School Diploma2006Meade County High School, Brandenburg, Kentucky, United States