Colton Wallace

Experience

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  Geek Squad

  Jan 2019 - now

  Geek Squad Agent

  Diagnose and repair electronic devices while ensuring a positive customer experience● Provide exceptional customer service, breaking down complex technical concepts into simple terms● Efficiently diagnose and resolve hardware and software issues within a 20-minute client service window● Orchestrate team training sessions improving team efficiency and expanding the collective knowledge base● Exceed monthly targets by an average of 25%, demonstrating a consistent ability to meet and surpass performance goals● Consistently upsell additional products or services based on customer needs, contributing to an overall department revenue increase● Successfully resolve hardware and software issues for Windows, MacOS, iOS, and Android devices Show less

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  Western School Corporation

  Oct 2022 - now

  Technical Support Specialist Tier II

  Delivering high-quality IT support services in an educational setting● Responsible for configuring and reliably operating computer systems for a diverse user base, serving 2570 students and 150 staff members● Assist in the setup and maintenance of routers, switches, and security cameras● Manage over 1,600 devices and 5,000 user accounts and permissions within Active Directory● Provide daily phone-based technical support to staff and students, resolving issues remotely and in person● Work closely with vendors to support devices and enhance overall IT operations● Optimized knowledge base organization and content, enabling quicker access to critical information for support staff● Proactively initiate problem management activities to prevent future incidents Show less

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  Indiana University Kokomo

  Jun 2023 - now

  Assistant Coach

  Combining gaming experience with leadership skills to curate a competitive and positive coaching environment. ● Played a pivotal role in establishing the esports program, acquiring sponsors, and securing resources.● Recruited players for each team bringing in 40% more members than the initial target, which resulted in an increased budget for the program● Develop and train esports players, fostering sportsmanship and achieving a positive team culture● Led the esports team to an undefeated season with an 8-0 record in the Fall season, showcasing effective coaching strategies and team management. Show less