Experience

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  Vip solutons

  Jan 1996 - Jan 2000

  Technical consultant

  Technical Consultant performing repair, maintenance and support or hardware, software and, networks while working with my father in Fortune 500 companies and other large to medium sized businesses, including: Spelling Entertainment Group The production company in Los Angeles is responsible for such television hits as "Melrose Place" and "Beverly Hills 90210". The office in Jacksonville is one of their worldwide legal offices. Provided all information technology services, including training and support. Itera International Energy Corporation An international distribution company, headquartered in Moscow, Russia with its’ United States office located in Jacksonville. Provided all information technology services, including training and support. Show less

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  Cinemark

  Jun 2000 - Nov 2000

  Concession, projectionist

  •Prepare and serve beverages,food and, snack items for customer. •Run a cash register and balance the cash at the end of each shift. •Maintained and cleaned the concession area. •Assisted in cleaning of theatre and taking of tickets. Gave directions to various theaters. •Trained on loading, unloading and monitoring of all movie projectors. •Learned how to splice and thread film.

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  Nassau county school board

  Jun 2000 - Sept 2000

  Student technology assistant

  •Setup and configuration of network protocols including TCP/IP and NetBEUI. •Installation and configuration of Productivity Software (Microsoft Office: Word, Excel, PowerPoint, Access, Front Page and, Internet Explorer) •Installation and configuration of Operating Systems, including Windows 95, 98 and NT 4.0 •Installation and configuration of Workstation and LAN/WAN desktop lockdown software (Winshield) •Installation and configuration of Virus protection software (Network Associates) •Establish physical connections to the LAN and WAN. •Diagnosis and repairing of PC components and peripherals. •Provide support to end users. Show less

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  Gamestop

  Nov 2000 - Jan 2001

  Game advisor

  •Sales of various hardware and software technology. •Inventory maintenance and accountability. •Display and merchandising of products for most effective appeal. •Reorganization of entire software merchandise throughout store. •Provide support to end users by troubleshooting various hardware and software related issues by phone and in person. •Test software and hardware for compatibility and salability issues. •Suggestive selling by suggesting items that the customer may need in addition to the primary purchase. Show less

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  Blue cross blue shield of florida

  Jul 2001 - Jul 2002

  System analyst

  •Created and maintained SOP intranet forms. •Used knowledge of Microsoft Word and Microsoft Excel to recreate electronic version of the Standard.•Operating Procedures Manual.

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  Best buy

  Jul 2002 - Jan 2003

  •Responsible for controllable metrics on sales floor for computers.•Performed coaching and training for products and services offered.•Continued to drive shrink culture to the lowest in the entire company (650 store at that time).•Monitored At Risk inventory to drive down margin erosion.•Validated planograms for entire departments to ensure laser line look and feel and keeping inventory replenished.•Partnership with vendor representatives to drive complete solutions for clients and deliver expertise on various brands and models. Show less

  • Home Office Senior

    Jan 2002 - Jan 2003

  • Counter Intelligence Agent (In-store Technician)

    Jul 2002 - Dec 2002
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  Geek squad

  Jan 2003 - Oct 2008

  •One of four agents involved in the territory test for Adjutant Field Marshal. Which evolved into the DeputyField Marshal PC/HT we see today in Best Buy for Field Service Manager.•Worked with District Services Manager to perform store SOP Walks (knowledge in all services departments learned here).•Worked with DSM/DM on GM meetings and also gave presentations during monthly meetings to educate around entire Market Leadership Team.•Responsible for Geek Squad business for P&L recap of Geek Squad Services. •Hosted monthly conference calls with District Field Agents and Service Leaders in Market. •Remote management and support of 32 Field agents (Cadets, Double Agents, Specials Agents).•Designed new schedule template for all field agents which allowed us to be more customer centric. and get turn time reduced to 2 days and same day in some markets .•Designed forms to make job more efficient. Also used this knowledge to help further develop ideas for future expansion of the leadership role in services. •Worked cross functionally with Territory, District, Store, and corporate partners to help with store level issues and escalations improving client satisfaction.•Developed cancelation scorecard to track productivity along with call ahead program which reduced canceled appointments and increased our stops per agent creating a positive impact on P&L across the entire central Florida market and driving our market to the number one district in the company.•Worked closely with cross-functional partner District Home Theater Installer to cross train him in Geek Squad PC services and learned from him on HT side as both industries were moving closer and wanted to be ahead of the curve as the two services teams started working together.•Developed unique recognition program where the top field agent each month takes home a trophy and certificate for their performance, which increased employee loyalty that shows in the lowered turn over rate and increased employee retention. Show less •Was part of the National Rollout for Geek Squad with the acquisition by Best Buy.•Went to corporate office to learn the culture from the Original Geek Squad teams.•Helped train new employees during the transition from Best Buy Services to Geek Squad in local market Best Buy stores.•Provide support to end-users by troubleshooting various hardware and software related issues by phone, in-store, in-home and in-office. •On-site employee that was MVR certified to drive in Best Buy fleet.•Helped mold new standard for services brand from Best Buy by implementing new strategy that we are in the customer service business we just happen to repair computers.•Media trained and was on local news for technology reports.•Responsible for inventory control as we carried different items that were needed for client in our Geekmobile.•On call 24/7 for emergency services.•Point of contact for local celebrities and service calls were exclusively setup with me do to high recommendations.•Received Letter from the office of BBY CEO and Geek Squad Founder for outstanding service provided to a client.•Highest Revenue per hour in my district that provided growth and repeat clients. The direct result of this was additional headcount for more filed agent. Show less •Responsible for ten employees in the service department and their performance.•Worked with management to provide impact on P&L for service related line items impacting store performance.•Provided department improvements on Revenue and Turn time thus increasing customer loyalty that was shown in customer service index.•Spoke and presented in leadership meetings to provide updates on services and how it affected the stores total P&L results.•Created schedule for team and handled time off requests. Show less

  • Adjutant Field Marshal (District In-home Field Services Manager)

    Oct 2007 - Oct 2008

  • Double Agent (In-home Technician)

    Jan 2004 - Sept 2007

  • Counter Intelligence Agent Senior (Senior Technician)

    Jan 2003 - Jan 2004
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  Best buy

  Oct 2007 - Oct 2008

  Store services manager

  Store Manager for in-store for all Geek Squad Services (PC, HT, Car Electronics, Appliances).•Inventory accountability for store and lead the support for a great Shrink culture.•Worked with Regional Geek Squad Council on “Best Practices” during growth of brand as HT and Car Audio service became part of our portfolio.•Managed over 100 employees in a 45,000 square foot big box store and was responsible for achieving high volume sales in a 50+ Million dollar store.•Completed timely and detailed reviews of direct report leadership staff.•Constant teaching cycle and development with leaders to finds the next managers in the store and also partnered with outside store to develop talent bench for the market. Show less

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  Best buy

  Jan 2009 - May 2009

  Business technology consultant

  •Sales of various hardware and software technologies inside Best Buy store along with outside sales consultations with business clients. •Created proposals for small to large businesses and created a vision of what they could use to grow their business with better technology solutions.•Maintained over 50 active accounts and was single point of contact for all clients needs end to end even with post sale support.•Worked on large scale projects that included IT, A/V, software and, installation implementations.•Partnership with Central Florida market stores to increase client leads that resulted in Bust Buy for Business sales increase and created and untapped market for store to increase revenue and margin without increasing cost of labor as I would handle all business transactions. Show less

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  Geek squad

  Jul 2009 - Feb 2011

  Tv reclamation deputy of counter intelligence (supervisor)

  •Helped develop and design new building construction for growing reclamation project. This increased space for program from 8,000 square feet to 45,000 square feet.•Managed 65+ Employee workforce for Reclamation, Parts, Technical, and Administrative.•Subject matter expert on full service Pick, Pack, and Ship operation with parts fulfillment for North America Best Buy.•Partnership with Exclusive Brands teams to help troubleshoot and create service guides for private label Televisions.•Deep understanding of what was needed to develop demand planning for parts usage that affects the enterprise as a whole on parts for our brands and support.• Created SOP and processes / guides / work instructions for newly created department.•Reorganized the entire TV Reclamation staff. This included creating a clear reporting structure that did not exist along with creating departments and staffing teams.•Turned department organization around to create the clean and bright feel.•Created and maintain a Share Point site to keep all content relevant organized in a location that was easy to use and access for all employees.•Worked as liaison for all vendor relations (FedEx, PTS, Teleplan, SCA). This allowed for better deliveries from partner service centers and reduced cost do to damage claims or breaks in software suite using to manage inventory.•Worked with employees to develop an employee created recognition program for monthly. performance. This resulted in a 200% increase of production in unit teardown and allowed a 300% increase in parts fulfilled.•Employee morale and viewpoint has been increased via the open channel of communication with leadership thus creating a employee culture that is more compared to family environment.•Partnership with General Managers and Assistant Managers in all service centers nationally (16 locations).•Partnership with corporate partners for field issues and helped with lowering costs associated with PSP / Black Tie Protection Portfolio. Show less

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  Apple inc.

  Apr 2011 - Jul 2011

  Genius (apple certified macintosh technician)

  •Responsible for repair or service of devices for all Apple product lines including Mac, iOS, Apple TV and, accessories.•Repaired relationships with customers visiting the Genius Bar..•Facilitate basic education in appointments for customers and the devices they use.•Strong individual contribution while developing peers on FR team.

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  Apple

  Jun 2012 - now

  Test and validate all content in created in Service Training. This includes service scripts/videos, service documentation, and self-paced eLearning. I also support a full life-cycle of our users and the content the consume including feedback and escalations on content, processes, and back-end systems. I was the DRI for migrating our organizations email management tool and user tested from Beta to release of product. This included creating bug and enhancement tickets, testing changes, and onboarding teams, and offering support to roll-out Show less Provide support via chat and email for Apple Certified technicians in Apple Retail Stores. With a predominant focus on assisting filed technicians with repair of Apple products. Work cross functionally with many team where we collaborate on solutions like AppleCare Engineering, Service Training, Documentation, IS&T, and Retail. Worked on Innovation Forum Project as a PM on Proactive Outreach for Display Calibration fixtures. I was the SME on this project and designed communication methods, impacted positive change results, and coached the field team by using step by step instructions. Show less •Leading Service Team of 45+ Technicians.•Delivering new concept for customer experience via Express Technician role. (Project Triton)•Developed action plan to reshape current family Room Service Business.•Lead Family Room to change business with On Point strategy before national launch.•Work with leadership teams to continue growth of staff by increasing utilization of technicians.•Focus on internal training and promotions while looking to acquire external talent and build bench.•Implemented training rhythm for team utilizing Retail Development Portal as resources.•Created internal employee Wiki to spark standardized communication.•Revamped scheduling to better utilize talent and strengths of team.•Implemented simple processes to streamline the work flow.•Focus on areas of opportunity with metrics to improve NPS, Wait Time, and Repair.•Strong partnership with BOH team on service parts to deliver best results ever in PI.•Integrate Business strategies into Family room Priorities to deliver great performance in introductions and Joint Venture memberships.•Working with store preservation to remodel GR to allow better access and tools for technicians.•Developing Metrics display for store communication.•Building network/relationships across entire region, along with corporate partners to learn and grow.•Utilizing big box experience and with traffic and velocity to fit needs in speciality retailing. Show less • Communicate Family Room(Service Business) standards, goals, vision, and purpose. • Set new and remodeled stores to current standards.• Deliver training on newest initiatives.• Coach existing teams on proper execution of programs and processes.• Deliver feedback and recommendations to Family Room (service) Market Support.• Develop and maintain cross-functional relationships, including store teams, Market Leaders, and Market Directors.• Organize, plan, prioritize, and manage multiple tasks effectively and efficiently.• Maintain composure when under pressure and dealing with ambiguity. Show less

  • QA Engineer - iPad

    Jan 2023 - now

  • Quality Assurance Tester

    Mar 2019 - Jan 2023

  • Instructional Designer

    Mar 2018 - Mar 2019

  • Learner Program Manager

    Mar 2017 - Mar 2018

  • AppleCare Channel Support-Retail

    Mar 2016 - Mar 2017

  • Lead Genius (Leader of Service Business)

    Jul 2011 - Feb 2016

  • Family Room NSO Mentor

    Jun 2012 - Jun 2014