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Skills

  • Collaboration with software support teams
  • Client-facing communication
  • Inventory management system implementation
  • Knowledge of thermal management (e.g., fan replacement)
  • Implementation of best practices in repair labs
  • Problem resolution
  • Program component repair
  • Organization
  • First Aid/CPR
  • Experience with SSD data recovery tools

Work Experiences

  • Customers were given an explanation of the diagnostic findings as well as repair or service options.
  • Allowed visibility into frequently needed components.
  • Achieved first-time repair success rates.
  • Addressed critical motherboard issues.
  • Answered 5 calls per one year to help customers with their questions and concerns.
  • Analyzed thermal designs on ultra-slim laptops, implementing fan and heat sink optimizations to reduce operational temperatures by 30%.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Tweaked the original installation plan and double-checked the work for adherence to local codes and best practices.
  • Oversaw the delivery of initiative project by method team, which resulted in framework.
  • Achieved a 25% decrease in lost or incorrect records.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Conducted remote troubleshooting sessions, reducing on-site service needs by 44% and providing timely resolutions for business clients.
  • Hardworking and meticulous, with a passion for mentoring technicians and empowering leadership to develop highly effective teams.
  • Collaborated with software and hardware teams to diagnose and fix OS and hardware-related issues, delivering a 83% decrease in recurring laptop problems.
  • Boosted laptop performance for individual clients.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Consistently identified and repaired power supply issues, resulting in a reduction of return requests by 41% due to precise diagnostics and component replacement.
  • Conducted remote troubleshooting sessions.
  • Achieved a first-time repair success rate of over 51%.
  • Frequently praised for completing service orders quickly and accurately documenting them.

Accomplishments

  • Successfully installed and calibrated Salesforce drivers on over 4 laptops, improving system performance by 68%.
  • Documented and resolved framework which led to metric.
  • Led efforts to dispose of laptops sustainably, recycling 26% of units while maintaining e-waste compliance in Raleigh.
  • Achieved OSHA in laptop repair techniques from Vantage, validating industry-standard skills in screen repair and calibration.
  • Optimized battery replacement protocols to extend overall battery life by 73% across all models serviced.
  • Resolved product issue through consumer testing.
  • Managed a team of 3 technicians, increasing service output by 27% without compromising repair quality.
  • Facilitated a 8-hour skills development workshop, focusing on advanced repair techniques like chipset soldering.
  • Successfully troubleshot and fixed BIOS-level issues on 4 flagship laptop models, shortening the repair time by 56%.
  • Specialized in identifying power supply issues, with a 38% success rate in repairs that prevented premature replacements.

Affiliations

  • Society for Maintenance & Reliability Professionals (SMRP)
  • Field Service Professional Association (FSPA)
  • International Council of Nurses
  • International Society of Tech Trainers and Technicians
  • National Computer Maintenance Professional Network (NCMPN)
  • Microsoft Certified Professional (MCP) Membership Community
  • Lions Club
  • Association of Data Recovery Specialists
  • Association of Computer Repair Business Owners (ACRBO)
  • Association for Supply Chain Management (APICS)

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Certified Computer Forensics Specialist (CCFS) – Summit Group
  • Certified Hardware Technician 2015 – system
  • ServSafe
  • CompTIA A+ Technician
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Network+ Certification
  • Certified Data Desktop Analyst (CDDA) – Meridian
  • Microsoft Certified: Modern Desktop Administrator Associate
  • AWS Certified Solutions Architect – Associate

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