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Skills

  • Organization
  • Initiative equipment knowledge
  • Complex hardware system analysis
  • Component-level hardware repairs
  • Operational improvement
  • Cross-functional teamwork
  • Safety and compliance
  • Process improvement
  • Relationship development
  • Process component repair

Work Experiences

  • Taught customer employees and managers how to operate and maintain machines.
  • Worked on method equipment to ensure that it was repaired quickly and with as little downtime as possible.
  • Achieved a success rate of 79%.
  • Addressed product faults before customer delivery.
  • Improved the efficiency of metric repair processes to reduce day-to-day downtime and boost overall productivity.
  • Collaborated with suppliers to resolve inventory shortages.
  • Customers were given an explanation of the diagnostic findings as well as repair or service options.
  • Assisted a team in diagnosing BIOS failures.
  • Achieved a 62% first-time fix rate.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.

Summaries

  • Advanced diagnostic skills.
  • Award-winning Laptop Service Engineer.
  • Advanced knowledge of motherboard diagnostics.
  • Achieved $17 savings annually.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Detail-oriented Service Tech with a track record of thoroughly testing and evaluating Microsoft Excel in order to provide prompt solutions.
  • Accomplished Laptop Service Engineer.
  • Achieved a 19% customer satisfaction rate.
  • Eager to put my knowledge of hand and power tools to work for the Beacon Labs team in a Laptop Service Engineer role right away.
  • Award-winning Laptop Service Engineer with a keen eye for detecting and resolving power-related faults, minimizing service escalations and achieving consistently high satisfaction scores.

Accomplishments

  • Redesigned the troubleshooting process, reducing average laptop repair time by 16 hours and increasing productivity across all service teams.
  • Conducted in-depth troubleshooting on Brightline laptops, reducing escalations to upper-level support by 26%.
  • Collaborated with suppliers from Raleigh, securing cost-effective replacement parts without sacrificing quality or uptime.
  • Utilized procedure to expedite hardware and software issue detection, reducing service turnaround time by 69%.
  • Trained new hires on advanced laptop troubleshooting techniques, reducing onboarding time by 33% and increasing team effectiveness.
  • Assisted clients in migrating data from damaged laptops to new devices, helping to recover over 10 worth of critical information.
  • Proactively identified recurring hardware issues on Beacon Labs laptops, resulting in recommendations that eventually lowered return rates by 58%.
  • Reduced warranty returns by 82% through accurate fault isolation and component-level repairs.
  • Diagnosed and repaired common hardware issues such as liquid damage, power failures, and overheating on over 9 laptops per week.
  • Collaborated with a team of 17 technicians to resolve complex hardware failures, improving customer satisfaction by 65%.

Affiliations

  • Member of Global Sustainability Electronics Network (GSEN), contributing to discussions on green technology repair
  • Member of the Green IT Alliance, promoting responsible e-waste management and environmentally sustainable repairs
  • International Association of Administrative Professionals
  • Computer Repair and Technology Association (CRTA)
  • Volunteer, initiative, providing free or discounted laptop repair services for low-income communities
  • American Marketing Association
  • Institute of Electrical and Electronics Engineers (IEEE) Computer Society
  • Hardware Maintenance Group – Active member since 2023
  • Association for Supply Chain Management (APICS)
  • Certified member, Collaborative Organization of Open-Source Technologists (COST)

Certifications

  • Lenovo Certified Technician
  • Certified Public Accountant
  • ITIL 4 Foundation Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA A+ Technician
  • Google Certified Professional Cloud Architect
  • HP Accredited Platform Specialist (APS)
  • Certified Wireless Network Administrator (CWNA)
  • Lenovo Data Center Group (DCG) Certification
  • Certified Technical Support Specialist (CTSS)

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