Microsoft Service advisor
Resume:
Jordan Harrell
********@*********.***
**** ******** **** ******* ********* R
anch, CO, 80126
METROPOLITAN STATE UNIVERSITY OF
DENVER
Bachelor's Degree Interactive Media
Production/ Computer and Information
system (2014)
ARAPAHOE COMMUNITY COLLEGE
Associate's Degree Computer Support
(2010)
ARAPAHOE COMMUNITY COLLEGE
Completed coursework towards
Computer Technician Certificate(2009 -
2010)
EDUCATION
Repair/Upgrade Computer Hardware
(Microsoft, Dell, HP, Lenovo and more)
Microsoft 365 Cloud
Microsoft Operating Systems (7, 8.1, 10)
Problem-solving
System Administrator
Help Desk Support
Adaptability
Training
Teamwork
Written communication
Leadership
ADDITIONAL SKILLS
Microsoft 365 Certified Fundamentals
Microsoft 365 Certified Teams
CERTIFICATIONS
Driven to empower the world to achieve more through the use of new and more inclusive technology while building relationships with the community around us. Having worked technical support and now in sales, I have a wide range skills and experiences.
CAREER OBJECTIVE
Microsoft, Denver, United States, Colorado / Jul 2020 - Present SERVICE ADVISOR (COMPUTER TECHNICIAN)
Microsoft Dec 2014 - Present
EXPERIENCE
Assist with the growth and management of small to
medium business accounts (10-300 seats) by building new relationships and maintaining existing Microsoft
relationships.
•
Identify new SMB (10-300 seats) leads through visits to small businesses.
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Work in a fast-paced, collaborative and dynamic
environment with the Assisted Sales team to effectively manage opportunities and pipeline through the sales cycle.
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Leverage social, digital, video, chat, phone and in person meeting environments to effectively reach, sell to, and manage Microsoft customers.
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Maintain high daily activity and customer outreach, meeting and exceeding targets of 4% SMB conversion with an average deal size of $10K with an average deal size of
$23K.
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Present action plans and results to management and use appropriate escalation techniques to stay on top of goals and objectives.
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Obsess over Microsoft's customers and prospects to deliver a world-class customer engagement experience.
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Maintain accurate customer data and contribute to sales forecasting and planning.
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Identify learnings from qualifying leads not resulting in wins.
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Analyze customer sales and consumption data to identify upsell opportunities in underpenetrated accounts.
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Page 1 of 4 Demonstrate verbally, in writing and through live product demos, how customers can capture value and envision their future with Microsoft's technologies Quarterback sales from lead to purchase; be the main point of contact.
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Identify, troubleshoot, diagnose, and resolve complex technical issues with, software and applicable
technologies on all platforms, including Apple, Android, and Windows; function as a Tier 3 Support Technician and
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Administrator Associate
Digital Media Production, Orchard Road Christian Center Feb 2012 - Dec 2014
MANAGER
Blockbuster Nov 2007 - Jan 2014
System Administrator.
Challenge: Maintain a turnaround time of <72 hours for each repair within the high-volume environment.
•
Action: Standardize and strengthen communications
throughout all teams to ensure timely completion of repairs.
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Result: Consistently exceed deadlines without sacrificing quality control.
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Recipient of 3 MVP (Employee of the Month) awards for exceptional contributions / achievements.
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Challenge: Support the launch, introduction, and
management of the new venture for Microsoft and
navigate the new systems.
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Action: Created new systems based on trials and
tribulations experienced with customers.
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Result: Achieve success within the venture through effective technical management.
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Instrumental in the deployment of the device imaging process which led to a more seamless and streamlined method; reduced the amount of time and labor necessary to deploy new major systems.
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Supported the design and implementation of a depot repair center which significantly expedited the hardware / OEM repair turnaround time; mapped out processes,
optimized quality, and drove results.
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Use Microsoft CRM dashboard which enabled the team to efficiently handle customer machine repairs and expedited the repair dashboard.
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Recognized for being the quickest and most effective repair technician in the store; exceed key goals.
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Influence of new process improvements throughout the organization; partner with corporate teams to uncover opportunities to enhance operational standards and deploy new systems quickly / efficiently.
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Selected to participate in numerous beta / alpha software and hardware tests as a member of the Microsoft Elite; identify bugs, produce / submit reports, and present solutions for resolution.
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Web/Graphic/Advertising design -Video Editing (Promo's, Trailers, short clips) -Work with Adobe After effects CS6
-Team work / Coordination -Worship music CGI (Computer Generated Imagery) -Lights.
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Directs employees in the creation of a positive customer experience that includes a proactive interaction and immediate resolution of customer issues as needed.
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• Has the responsibility for meeting sales goals for their shift set by the store manager.
Responsible for assigning individual shift goals to employees and following up with each of them to ensure delivery of goals.
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Coaches and develops CSR's on their shift per standard and as needed.
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Ensures that proper inventory, cash controls, and loss prevention procedures are in place and followed.
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Processes administrative tasks as needed including reviewing and taking action on daily reports.
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• Page 3 of 4.
Ensures store appearance and merchandising is in
compliance with ongoing marketing programs, product is displayed timely and appropriately, and the store is clean and maintained per company standards.
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• Perform other duties as assigned.
Analyze store's financial data and take action to grow revenues, control costs, and ensure appropriate inventory management (maintain rental product and sell-through merchandise inventories) to achieve sales and profit goals.
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Contact this candidate