IT Consulting, Technical Support, Customer Service, Administrative
Resume:
Valerie Burton
*** ****** ***, *******, ** *****
***********@*****.***
www.linkedin.com/in/valeriejrburton
HIGHLIGHTS OF QUALIFICATIONS
Experience repairing and troubleshooting smart phones in a professional setting 7+ years of personal electronics troubleshooting for family and friends and 1 year professionally Outstanding customer service via verbal and written communication Passion for technology with an eagerness to always learn more Detail-oriented, highly organized and an incredibly quick learner Recognized by superiors for superb work ethic, dedication and follow-through EDUCATION
Harper College, Palatine, IL 2012 – 2015
Academic Honors: Cumulative 4.0 GPA
Phi Theta Kappa Member
Wauconda High School, Wauconda, IL 2007 – 2011
High School Diploma
Academic Honors: Honor Roll Freshman-Senior Year
PROFESSIONAL EXPERIENCE
Geek Squad, Vernon Hills, IL 03/2015 – Present
Operations Agent
Achievements: Consistently achieved 100% overall communication score for Geek Squad precinct from client surveys. Received recognition from superiors for excellence in communication, follow-through and organization.
Responsible for the administrative duties of the Geek Squad precinct. Call clients on a daily basis regarding follow ups, technical support and service satisfaction and record. Organize and file service orders, receipts and other repair documentation. Correspond via phone and email with internal vendors and repair teams. Schedule and organize future and walk-in client appointments. Analyze performance metrics and assure productivity goals are being met. Track updates for shipments and repairs at remote service center. Ship and receive all products to and from the service center for repair. Functionality test for errors in all returned customer devices as well as shipments received back from service center. Consultation Agent 03/2015 – Present
Achievements: Developed excellent returning client relationships and have always received positive feedback through client surveys.
Diagnose and troubleshoot the following on a daily basis:
Laptops and desktops running Windows XP, Vista, 7, 8, 8.1 and 10
Macbooks and iMacs running OS X 10.6 through 10.10
Smart phones and tablets running iOS and Android
Hardware and software related issues
Peripherals including printers, monitors and various USB devices Ask thorough, open-ended questions and use inductive reasoning to pinpoint the cause of the issue the client is experiencing, often within constrained timing windows. Quickly able to differentiate between software, malware or hardware related causes. Ability to recognize several kinds of malware infections. Problem-solve to create a personalized solution for the client. Assist the Advanced Repair Agent with virus and malware removal, data transfers and hardware replacement and repair. CPR Cell Phone Repair, Vernon Hills, IL 07/2014 – 01/2015 Customer Service Representative/Electronics Technician Achievements: Recognized for my water damage restoration expertise and was responsible for the vast majority of water damaged devices, achieving an overall 80-90% success rate. Repaired customer electronics including, but not limited to, computers, smartphones, tablets and video game systems. Replaced digitizers, LCDs, batteries, flexes and cables, charge ports and other components in a variety of smartphones and tablets. Operated heat gun, voltage meter, hot air rework station, sonic cleaner and soldering iron. Diagnosed, researched and performed troubleshooting on technical issues. Backed up, transferred and restored customer data. Took in and checked out customer orders, answered phones, assisted customers with technical questions and responded to all company estimate requests via email.
Target, McHenry, IL
Instocks and Flow Team Member 08/2013 – 07/2014
Responsible for scanning sales floor inventory throughout the store and ensuring all on-hand counts are accurate. Create rain checks for out of stock sale items and find appropriate substitutes for items. Investigate the location of missing on-hand items using the drastic count report and correct any changes. Print and construct missing labels and sales signs. Complete pre-transition merchandise task list daily by pulling PTM product from the backroom, tying PTM labels to planograms and creating new sales floor locations for product. Work together as a team with coworkers to solve problems in a fast-paced setting. Friendly interaction with customers on a daily basis. Organize and arrange boxes of store merchandise from conveyer belts onto designated flatbeds. Stock shelves throughout the store and zone product. Identify rejects and report to quality control. Serve as back-up cashier.
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