LiveCareer-Resume

geek squad consultation agent resume example with 9+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Detail-oriented Computer Technician with over 7 years of high-quality technical service experience in a large corporate environment for internal and external clients ranging from executives to end-users. Looking to provide exceptional customer service troubleshooting and repairing a full range of desktop, laptop, printers, Microsoft Office products, Blackberries and Remote Support Tools.

Skills
  • Customer service expert
  • Knowledgeable in Mac systems
  • Adobe and Adobe Flash proficiency
  • Proficient in Antivirus software
  • Managing multiple projects simultaneously
  • Analytical and critical thinker
  • Fast learner
  • Skilled multi-tasker
  • Leadership
  • Interpersonal skills
  • Team player
  • Data management
  • Policy and procedure modification
  • Documentation and control
  • Public relations
  • Issue resolution
  • Helpdesk administration
Education
Oakland University Auburn Hills, MI Expected in Associate of Arts : graphic Design - GPA :
Waterford Mott High School Waterford , Expected in High School Diploma : Gen Ed - GPA : Waterford Mott - waterford , Mi
Work History
Paul Mitchell Schools - Service Desk Coordinator
Sylvania, , 11/2017 - Current
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems
  • Identified and solved technical issues using variety of diagnostic tools including , Active Directory, Google Admin/G Suite, Remote Desktop
  • Set up PC and Apple desktops and laptops and all types of mobile devices
  • Managed high levels of call flow and responded to technical support needs of customers
  • Remained up-to-date on latest technologies and solutions applicable to company products in order to provide best support to end-users
  • Performed tests of functionality, security and performance of different workstations and devices
  • Acted as main point of contact for over 2500 active users. And handled over 1200+ call tickets annually
  • Monitored problem management database and followed up with assigned personnel to ensure timely resolution of problems
  • Trained end-users in use of Software and Apps
  • Trained and supported end-users with software, hardware and network standards and use processes
  • Engaged end users and answered questions via email, phone, website live chat and in forums
  • Maintained high tech support standards for quality and productivity metrics
  • Provided Tier 1 IT support to non-technical internal users personnel through desk side support services
  • Maintained and updated Jitbit ticketing system customer service database
  • Used Jitbit ticketing systems to manage and process support actions and requests
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
  • Compiled and accurately entered data for each customer encounter to record in system
  • Followed up with customers to identify areas of improvement
  • Broke down and evaluated user problems using personal expertise and probing questions
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
  • Removed malware, ransomware and other threats from laptops and desktop systems
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
  • Removed and replaced malfunctioning components to correct hardware problems
  • Helped streamline repair processes and update procedures for support action consistency
  • Collaborated with vendors to locate replacement components and resolve advanced problems
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
Best Buy - Geek Squad Consultation Agent
Concord, , 02/2016 - 11/2017



  • Installed software, modified and repaired hardware and resolved technical issues
  • Provided base level IT support to non-technical personnel within the business
  • Managed call flow and responded to technical support needs of customers
  • Identified and solved technical issues with a variety of diagnostic tools
  • Remained up-to-date on the latest technologies and solutions applicable to company products
  • Met and exceeded company sales and productivity goals
  • Resolved customer issues in a clear, courteous and straightforward manner
  • Demonstrated professionalism and courtesy with customers at all times
  • Created cases and claims for damaged, lost or displaced packages
  • Resolved problems with malfunctioning products
  • Activated accounts for clients interested in new services
Vince Holding Corp. - Magnolia Sales Lead
Westport, , 07/2012 - 01/2016
  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  • Confer with customers by telephone or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts.
  • Resolve customer complaints regarding sales and service.
  • Monitor sales activities to ensure that customers receive satisfactory service and quality goods.
  • Assign employees to specific duties.
  • Monitor sales staff performance to ensure that goals are met.
  • Answer customers\' questions about products, prices, availability, or credit terms.
  • Diagnose problems with installed equipment.






Game Stop - Key Holder
City, , 03/2010 - 05/2011
  • Game stop ­ Waterford , Mi Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.
  • Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers.
  • Monitor sales activities to ensure that customers receive satisfactory service and quality goods.
  • Inventory stock and reorder when inventory drops to a specified level.
  • Enforce safety, health, and security rules.
  • Instruct staff on how to handle difficult and complicated sales.


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Resume Overview

School Attended

  • Oakland University
  • Waterford Mott High School

Job Titles Held:

  • Service Desk Coordinator
  • Geek Squad Consultation Agent
  • Magnolia Sales Lead
  • Key Holder

Degrees

  • Associate of Arts
  • High School Diploma

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