Customer service focused Technical Support Specialist with 3 years career experience in help desk
environment. Highly adept in system analysis diagnostics and troubleshooting and confident
resolution. Exhibits excellent people and problem-solving skills. Works well in team environments
and displays strong work ethic.
Exceptional telephone etiquette
Patient and diligent
Vast technical knowledge
MAC and PC expert
DHCP/DNS Ethernet and Firewall proficient
Strong ActiveX troubleshooting skills
Microsoft Certified Solutions Associate (MCSA) Certificate
Knowledge of F-Secure Antivirus
Proficient in AVG, Printers, PC Security systems
Accomplished with mobile devices
Best Buy Achievers Award
Apple Certified Portable Technician (ACPT)
Apple Certified Pro: [Name of Apple Software]
Apple Certified Support Professional (ACSP)
01/2014 - Current
Best Buy － San Francisco , CAGeek Squad Consultation Agent
Provided base level IT support to company personnel.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Displayed courtesy and strong interpersonal skills with all customer interactions.
Trained new employees and explained protocols clearly and efficiently.
Informed customers about issue resolution progress. Provided thorough support and problem resolution for customers.
Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
Reviewed support cases for technical and troubleshooting accuracy.
Identified opportunities to upsell product and services.
Troubleshot hardware issues and worked with service providers to facilitate repairs.
Gathered customer and technology information to determine technical support level.
Assisted team members and provide support and solutions to customer queries to meet company objectives.
Maintained updated knowledge of company products and services to better provided customer support and service solutions.
Preformed diagnostic resolution with PC & MAC operating systems dating from 2007.
10/2012 - 01/2014
Home Theater DepartmentSales Associate
Best Buy Assisted in large volume customer service, including: greeting, identifying electronic needs, and providing best end to end home theater solution.
Received several positive comment cards submitted by customers.
Processed customer purchases, returns, and exchanges as a cashier.
Daily inventory using Telxon scanners, restocking, and down sticking of product.
Proactively addresses customer issues and complaints, while effectively communicating technical issues to managers.
01/2012 - 10/2012
Greeted customers and determined their needs and wants, while assisting sales associates.
Expedited stock to customers on sales floor organized and maintained stock room.
Operated as sales attendant and cashier during high-volume of.
American River Community CollegeSacramento, CAGeneral Education
Apple, cashier, CA, Conflict Resolution, addresses customer issues, clients, customer support and service, Customer Service, customer support, Help Desk, inventory, MAC, managing, Communicator, Operating systems, Quality Assurance, Sales, scanners, Software Testing, Proficient in Spanish, System Analysis, technical support, technical