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Skills

  • Customer interaction and support
  • Customer ticketing system use
  • MS Office
  • Screen Repair
  • First Aid/CPR
  • Customer satisfaction optimization
  • Hardware and software integration
  • Supervision
  • Junior technician mentorship
  • Effective time-to-diagnosis reduction

Work Experiences

  • Calibrated multi-touch screens post-installation to ISO standards, reducing post-repair complaints by 61%.
  • Developed a cost-saving initiative by sourcing high-quality third-party parts, reducing overall repair costs by $11 per month.
  • Developed specialized solutions to prolong battery life in older devices, extending battery performance by 16%.
  • Achieved 23% successful repairs.
  • Communicated complex repairs to non-technical clients.
  • Backed up and restored user data to new devices while adhering to strict customer privacy guidelines.
  • Developed specialized solutions to prolong battery life.
  • Designed a mobile device protection plan upsell strategy, increasing service department revenue by $17 annually.
  • Customized mobile ROMs.
  • Achieved a President's Club.

Summaries

  • Adept at resolving user-specific operating system issues.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Cranes and other machinery, such as standard and initiative, are among his specialties.
  • Achieved 80% successful repair rates.
  • Applied advanced hardware skills.
  • Product inspection and machine repair are skills that Fit Tower Hand possesses.
  • Addressed systemic product issues.
  • Certified and agile professional.
  • Working at heights of up to 9 feet has proven to be extremely safe.
  • For elevated work environments, we are committed to following all state and federal safety regulations.

Accomplishments

  • Standardized device cleaning and inspection protocols before repair, cutting device return and rework requests by 52% over 18 months.
  • Collaborated with team of 11 in the development of system.
  • Played a crucial role in maximizing repair accuracy by tracking and managing key components for 15 model types.
  • Enhanced customer relations by streamlining follow-up processes after repairs, raising NPS by 3 points within 18 months.
  • Resolved product issue through consumer testing.
  • Trained over 9 new technicians in diagnostic tools and techniques, contributing to the development of a more experienced team.
  • Reduced repair turnaround time by 61% through efficient part sourcing and inventory management.
  • Achieved Scrum Master, which enabled the support of cutting-edge devices and expanded the company’s service offerings.
  • Maintained up-to-date certifications in Microsoft Excel, ensuring adherence to evolving industry standards and improving service accuracy.
  • Provided software recovery services for Harbor & Co. Devices, recovering data and system stability for 39% of clients.

Affiliations

  • Freemason
  • Professional Electronics Repair Association
  • Mobile Hardware and Software Support Specialists Group
  • Association for Supply Chain Management (APICS)
  • Toastmasters
  • Jaycees
  • Samsung Certified Repair Technician Training
  • American Medical Informatics Association
  • Lions Club
  • Mobile Device Repair Entrepreneurs Society

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Internetwork Expert (CCIE)
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Mobile App Security+ – 2015
  • Master Technician Certificate for Mobile Repair – Lakeside Partners, 2018
  • Certified iOS Device Technician (CIDT) – Harbor & Co., 2022
  • CompTIA A+ Technician
  • Advanced Soldering Techniques in Mobile Repairs – 2023
  • Certified Mobile Device Recycling and Sustainability Specialist – 2019
  • Samsung Accredited Service Technician (SAST) – Columbus, 2018

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