JOSEPH QUINTANILLA

**** ******** **. *********, ** 75503

903-***-**** acs7um@r.postjobfree.com

Objective:

To further my career in Information Technology industry, with the experiences and schooling I have gotten over the years.

Education:

Full-Time Student

Axia College of University of Phoenix Online 11/2007 – 3/2010

•Graduated in 2010 with an Associate’s degree in Information Technology

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Employment

Online Chat Support Agent

GeekSquad - Covert Dispatch Agent - Texarkana, TX 12/2014 - 06/2015

•Provided superior customer support to online clients

•Utilized computer programs to remotely connect to clients computers, scan and diagnose technical issues and setup service for cleints.

•Dispatched clients to fulfilment agents to complete tasks setup to repair clients computers.

•Setup instore appointments for clients to drop off devices in need of repair or diagnosis.

•Provided information to clients asking about services, appointment times or numbers for contacting local Best Buy or GeekSquad locations.

Tier 2 Senior Technical Support Advisor

Kelly Services/Apple Flex – Nash, TX 02/2013 – 11/2014

•Senior Level Technical support for Apple iOS devices including iPhone, iPad and iPod touch

•Advanced level support for customers including changes of repairs, issuing of exceptions for support for customer satisfaction and special circumstances to provide excellent customer service.

•Added support with billing issues with iTunes accounts, Account Security and refunding of iCloud storage as per customer requests.

•SME (Subject Matter Expert) Chat advisor, providing assistance to new Tier 1 Advisors still in training, taking first production calls. Provided relative Knowledge Base Articles and troubleshooting steps necessary to aid advisor in resolving customers issues.

Tier1 Technical Support Advisor

Kelly Services/Apple Flex – Minneapolis, MN and Nash, TX 10/2011- 02/2013

•Trained to provide technical support for Apple iOS devices including iPhone, iPad and iPod Touch

•Handled calls in timely and efficient manner, providing superior customer service to Apple iOS device owners assisting with various troubleshooting methods and repair setup if deemed necessary

Lead Maintenance Associate

Wal-Mart - Chalmette, LA and Maple Grove, MN 7/2004 – 10/2006

•Created Schedules

•Ordered supplies from vendors

•Did conflict resolution

Crew Chief

McDonald’s - Chalmette, LA and Abilene, TX 5/2000 – 7/2004

•Assisted management with day-to-day kitchen operations.

•Scheduled crew members

•Ordered supplies and goods

Local Delivery

Driver – Abilene, TX and San Francisco, CA 8/1999 – 5/2000

•Picked up and delivered various items for clients

•Kept and maintained accurate records

• Loaded trucks

•Did various warehouse duties such as restocking, boxing, etc…

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