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Skills

  • Reducing device repair and maintenance costs
  • Conducting device-specific performance testing
  • Customer follow-up and retention strategies
  • Maintaining up-to-date knowledge of process updates
  • Customer service
  • First Aid/CPR
  • Organization
  • System equipment
  • Providing warranty and non-warranty repair services
  • Project organization

Work Experiences

  • Solved standard issues, improved operations, and provided excellent customer service.
  • Achieved a 62% first-time resolution rate.
  • Developed a customer-friendly explanation system, ensuring that clients fully understood the repair process and device issues.
  • Looked into network and data communications hardware and software and made recommendations.
  • Decreased returns by 37%.
  • Contributed to improved device performance.
  • Oversaw the setup of new users as well as the relocation of existing users.
  • Saved $2 by putting in place cost-cutting measures that addressed long-standing issues.
  • Oversaw the delivery of process project by category team, which resulted in program.
  • Created custom training materials for new hires, helping to cut training time in half and improve ramp-up time for 9 employees.

Summaries

  • Achieved faster issue resolution by 78%.
  • Consistently resolved complex repairs.
  • Accurately diagnosed software malfunctions on Workday.
  • Contributed innovative solutions during quality control discussions.
  • Contributed to a 16% reduction in loss.
  • Consistently delivered repairs that exceed expectations.
  • Awarded in 2024.
  • Achieved a 37% productivity increase.
  • Contributed to business growth.
  • Accomplished this after 3 months on the team.

Accomplishments

  • Reduced customer complaints by 43% by managing escalated cases and ensuring timely issue resolution.
  • Created technical documentation utilized by 13 technicians for effective troubleshooting and servicing workflows.
  • Introduced best practices for LCD and OLED replacements, reducing screen malfunction episodes by 34% over several months.
  • Collaborated with remote support and in-house technicians to troubleshoot hardware issues, decreasing escalations by 16%.
  • Boosted revenue by driving improvements in repair turnaround time, which helped increase repeat customer visits by 85%.
  • Mentored junior technicians in advanced diagnostic procedures, resulting in a 27% decrease in repair errors over a several months period.
  • Led a cross-functional team to resolve multi-device compatibility issues, reducing downtime for customers by 22%.
  • Developed and maintained detailed service documentation for devices handled, improving repair records accuracy by 72%.
  • Increased efficiency of complex repairs by partnering with manufacturers and technical support teams, leading to a 80% lower error rate.
  • Played a key role in reducing LCD and OLED screen replacements defects, contributing to a 16% decrease in rework costs.

Affiliations

  • Society of Human Resource Management
  • Certified by the Cellular Telecommunications Industry Association (CTIA)
  • Rotary International
  • National Association of Social Workers
  • Member of IEEE Consumer Electronics Society
  • Microsoft Device Certified Technician
  • MFi (Made for iPhone) Certification Holder
  • Member of the Professional Association of Electronics Technicians (PAET)
  • Certified Android Repair Specialist 2021 - Colorado
  • Association for Supply Chain Management (APICS)

Certifications

  • Advanced Troubleshooting and Diagnostics Training (SAP - Chicago)
  • Salesforce
  • Google Certified Professional Cloud Architect
  • Android Certified Technician – 2018
  • CompTIA IT Fundamentals (ITF+)
  • Certified iOS Technician (2022 - Raleigh)
  • Certified Wireless Device Support Technician
  • ServSafe
  • CompTIA Network+
  • Telecom Systems Technician Certification (CTNS®) (Lakeside Partners - 2022)

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