Dustin Williams

Experience

• 

  Best Buy

  Sept 2000 - Nov 2003

  In September 2002 I accepted a promotion to Senior Sales Associate where I worked in the Computers, Digital-Imaging and Mobile departments educating and selling emerging technologies to customers.● Worked with store leadership to develop and execute departmental and holiday business plans to meet company and store goals.● Provided peer feedback and coaching to fellow Sales Associates to improve business results and customer experience.● Engaged customers using selling skills to build complete solutions while maintaining a balance of high velocity and high service.● Acted as a peer leader to Sales Consultants.● Communicated to customers what’s possible with technology.● Used all relevant sales tools including online learning to drive profitable growth and exceed department goals.● Helped answer questions and resolved customer issues. Show less In January 2001 I transitioned to a Sales Associate position where I worked in the Computers, Home Theater and Mobile departments educating and selling emerging technologies to customers.● Participated in monthly department and store meetings helping develop and execute departmental and holiday business plans to meet company and store goals.● Provided peer feedback and coaching to fellow Sales Associates to improve business results and customer experience.● Engaged customers using selling skills to build complete solutions while maintaining a balance of high velocity and high service.● Acted as a peer leader to Sales Consultants.● Communicated to customers what’s possible with technology.● Used all relevant sales tools including online learning to drive profitable growth and exceed department goals.● Helped answer questions and resolved customer issues. Show less In September 2000 I was hired onto my dream job as a 16 year old working as a Cashier and Customer Service employee for Best Buy. I attribute this job to teaching me the fast pace world of business and encouraged my continued love for all things technology.● Partnered with other employees to ensure customers’ end-to-end needs for are met and that no customer is left unserved or underserved.● Provided friendly, fast, and accurate processing for all customer transactions at the front lanes and customer service while providing velocity solutions to customers.● Developed strong relationships with customers by becoming a trusted advisor and partner in assisting them in making technology more functional in their lives.● Utilized all relevant sales tools (including Path to Excellence) to assist profitable growth drive and exceed department and individual goals.● Helped answer questions and resolve customer issues.● Engaged customers using Best Buy Selling Skills while providing fast and friendly processing of all transaction types. Show less

  • Senior Sales Associate

    Sept 2002 - Nov 2003

  • Sales Associate

    Jan 2001 - Sept 2002

  • Cashier/Customer Service

    Sept 2000 - Jan 2001
• 

  Geek Squad

  Oct 2004 - Mar 2005

  Counter Intelligence Agent

  In October 2004 I worked as a Counter Intelligence Agent assisting clients with AV and PC repair and troubleshooting. In addition I provided clients with consultation with computer, home theater, mobile technology solutions.● Assisted clients within the Precinct’s Standard Operating Platform (SOP).● Provided initial contact with clients and check in products for service.● Performed basic testing to determine product needs and service solutions.● Facilitated in-store sales, upgrades, installations and service. Show less

• 

  Best Buy

  Mar 2005 - Oct 2007

  In June 2006 I was one of two Best Buy installers to take on a pilot program performing in-home video calibration on both existing and new television sets. We were responsible for developing, educating and promoting video calibration to the Greater Minneapolis-St. Paul Area Best Buy stores and reporting back our progress to Best Buy corporate employees.● Maintained an In-Home Best Buy install route performing 3 to 5 services video calibrations daily five days a week to Best Buy Customers. In addition to video calibrations, I programmed all-in-one remotes, installed home theater technologies including: audio & video components, speakers and televisions.● Responsible for educating, promoting and training video calibration to other Best Buy installers and store associates. ● Conducted small group trainings to Best Buy store associates, educating them on the benefits and history of video calibration.● Coordinated with Best Buy corporate colleagues on video calibrating marketing and promotions.● Maintained the ESS video calibration database with instructions on calibrations and service menu navigation.● Provided leadership and technical guidance for new HT team members.● Facilitated the complete solution of product sales, upgrades, installations and service both at the store and at client sites.● Educated clients on the operation of their products/service/solution.● Traveled via Best Buy Install vehicle to provide a complete service solution at client sites.● Provided thorough documentation of all work performed.● Coached clients on proper use and maintenance of hardware technologies. Show less In March 2005 I helped launch Home Theater Installation in new parts of the Greater Minneapolis-St. Paul Area. As a Home Theater Installer was responsible for having a five day a week route where I completed multiple Home Theater installation services, integration, remote programing and education of Home Theater technologies to Clients.● Completed installations to Best Buy quality standards, either alone or with team for more complex or custom jobs.● Wrote cost estimates for all projects, including custom jobs to Clients.● Provided leadership and technical guidance for new HT team members.● Clearly communicated the scope of projects with clients.● Demonstrated strong client service skills while representing the company during installations.● Communicated with call center or retail store via cell phone. Show less

  • Elite Service Specialist

    Jun 2006 - Oct 2007

  • Home Theater Installer

    Mar 2005 - Jun 2006
• 

  Geek Squad

  Oct 2007 - Sept 2012

  As a Double Agent I was responsible for performing PC and Home Theater services for Geek Squad clients while promoting Geek Squad Culture in the greater Minneapolis/St.Paul markets. I managed a weekly Geek Squad route where I performed daily services Geek Squad Clients. I installed, integrated, maintained, networked, programmed, repaired, and educated clients for both PC (Macintosh and Windows) and Home Theater technologies.● Facilitated the complete solution of product sales, upgrades, installations and service both at the store and at client sites.● Educated clients on the operation of their products/service/solution.● Traveled via GeekMobile® vehicle to provide a complete service solution at client sites.● Provided thorough documentation of all work performed.● Coached clients on proper use and maintenance of hardware and software. Show less As a Special Agent I was responsible for creating, facilitating and deploying training material to all Geek Squad Agents and surrounding Best Buy Stores in the greater Minneapolis/St.Paul markets. This also included travel to out-state agents and Best Buy Stores. In addition to training, I managed a weekly Geek Squad route where I performed daily services for Best Buy Customers and Geek Squad Clients. I installed, integrated, maintained, networked, programmed, repaired, and educated clients for both PC (Macintosh and Windows) and Home Theater technologies.● One of three Special Agents in the Minneapolis/St.Paul market to facilitated weekly, monthly and quarterly small group trainings on company initiatives, procedures, and new technology to Best Buy Employees and Geek Squad Agents.● Developed technical training material and tools for over 125 Geek Squad Agents while contributing to Geek Squad's forum and sharepoint sites.● Responsible for coaching, developing, and mentoring Geek Squad Agents for Best Buy required certifications and e-learnings.● Maintained an In-Home Geek Squad route servicing 10-15 Best Buy Customers and Geek Squad Clients weekly where I calibrated, educated, installed, integrated, networked, programmed and recommended PC and Home Theater technologies.● Facilitated the complete solution of product sales, upgrades, installations and service both at the store and at client sites.● Educated clients on the operation of their products/service/solution.● Traveled via GeekMobile® vehicle to provide a complete service solution at client sites.● Provided thorough documentation of all work performed.● Coached clients on proper use and maintenance of hardware and software. Show less In October 2007 I took part of the Best Buy Install transition over to Geek Squad. I was one of the first GSI Master Installers in the Greater Minneapolis-St. Paul Area. The GSI Master Installer was responsible for being the leader in Home Theater installation, integration, remote programming and video calibration.● Maintained an In-Home Geek Squad route servicing 3 to 5 Best Buy Customers and Geek Squad Clients daily where I calibrated, educated, installed, integrated, programmed and recommended PC and Home Theater technologies.● Facilitated the complete solution of product sales, upgrades, installations and service both at the store and at client sites.● Provide leadership and technical guidance for Cadet and Agent - HT team members.● Educated clients on the operation of their products/service/solution.● Traveled via GeekMobile® vehicle to provide a complete service solution at client sites.● Provided thorough documentation of all work performed.● Coached clients on proper use and maintenance of hardware and software. Show less

  • Double Agent

    Oct 2009 - Sept 2012

  • Special Agent

    Aug 2010 - Jul 2012

  • GSI Master Installer

    Oct 2007 - Oct 2009
• 

  Thomson Reuters

  Sept 2012 - Feb 2015

  In December 2014 I accepted a new position as System Engineer with Thomson Reuters Conferencing & Mobility Team. I provide installation, integration and technical support for video conferencing end points, bridges and gatekeepers.● I'm responsible for design, implementing, integrating, testing and making operational the control and distribution systems for all video systems for internal customers. ● I'm responsible for installation, operation and maintenance of video conferencing end points, bridges and gatekeepers.● I'm effective in conducting, interpreting tests, and troubleshooting solutions of complex operational problems.● I assist in the preparation and maintenance of video service offering which includes, written policy, operating procedures, processes and support. ● I assist Project Management, Customers, and Key Stakeholders with implementation of video systems.● I participate in regular vendor meetings.● I provide documentation and metrics around environment, infrastructure, functionality, optimization and justification of video equipment.● I provide training for other support personnel, including instruction on hardware, software, audio, and video physical components and set-up, cross-training of other video support personnel in other aspects of technical and network system operation and maintenance.● I support audio and web conferencing services and serve as secondary vendor contact.● I serve as escalation point for 1st-tier and 2nd-tier support teams. Show less In September 2012 I accepted a new position as a Technical Support Analyst at Thomson Reuters. I was responsible for delivering solutions to user issues across several thousand Windows PCs, several hundred Macintosh computers and Audio & Video equipment to over one hundred conference rooms.● As an Information Technology Support Specialist I provided desk-side support, remote support, hardware deployment and technical troubleshooting of IT systems for both single and multiple Eagan campus users within the Windows 7 and Android operating systems. ● As a Mac Support Specialist I provided application support, desk-side support, remote support, and technical troubleshooting for Max OSX and iOS operating systems. Imaged Macintosh hardware and maintained application support using Casper Suite. ● As a Media Support Specialist I provided onsite support and maintenance for over 120 rooms on the Eagan campus including 9 high profile conference rooms. Assisted with audio video operations, video production, recording and editing to our Town Hall Theater for high profile conferences and meetings. Collaborated with our Executive Team to support high level executive meetings.● Project Leader for our Media Support Team.● Project Coordinator for high priority conference room audio & video integration and upgrades. Show less

  • System Engineer

    Dec 2014 - Feb 2015

  • Technical Support Analyst

    Sept 2012 - Jan 2015
• 

  AT&T

  Feb 2015 - Mar 2015

  Network Design System Engineer

  In February 2015 I transitioned to AT&T as System Engineer working on the Conferencing & Mobility Team at Thomson Reuters Eagan Campus. I provide installation, integration and technical support for video conferencing end points, bridges and gatekeepers.● I'm responsible for design, implementing, integrating, testing and making operational the control and distribution systems for all video systems for internal customers. ● I'm responsible for installation, operation and maintenance of video conferencing end points, bridges and gatekeepers.● I'm effective in conducting, interpreting tests, and troubleshooting solutions of complex operational problems.● I assist in the preparation and maintenance of video service offering which includes, written policy, operating procedures, processes and support. ● I assist Project Management, Customers, and Key Stakeholders with implementation of video systems.● I participate in regular vendor meetings.● I provide documentation and metrics around environment, infrastructure, functionality, optimization and justification of video equipment.● I provide training for other support personnel, including instruction on hardware, software, audio, and video physical components and set-up, cross-training of other video support personnel in other aspects of technical and network system operation and maintenance.● I support audio and web conferencing services and serve as secondary vendor contact.● I serve as escalation point for 1st-tier and 2nd-tier support teams. Show less

• 

  Best Buy

  Mar 2015 - now

  I was responsible for supporting the Vendor Management Team strategy as Best Buy/Geek Squad continues to drive on-going innovation and performance execution while minimizing financial costs and mitigating risk in support of the evolution of Geek Squad. My role provides operational support for the Vendor Management team through ownership of special projects as well as daily functions in support of varying aspects of vendor management as the business ebbs and flows. I function as an individual contributor, responsible to influence without authority as the owner of multiple cross-functional projects. ● Collaborate with internal and external partners to lead special projects from start to finish● Communicate with internal and external partners, including senior leaders● Lead project management of RFPs, ranging from planning, to decision-making to partner/leadership communication to ensure successful execution ● Participate in analysis, strategy, planning and roll-out of current and new pricing models● Research industry best practices and innovation around vendor utilization strategies and recommend business practices based on findings● Collaborate and influence without authority with cross-functional partners to drive vendor management projects and partnerships● Interpret and applies intermediate knowledge of concepts, principles, best practices and trends in business situations and communicate to partners as relevant Show less In March 2015 I returned to Best Buy/Geek Squad working as a Senior Analyst for Best Buy Appliance Installation at Best Buy's Corporate Campus. ● I help launch and maintain skillset requirements, monitor certification and training needs, and guide field leaders in the activation of skills based on knowledge level.● I'm the gate keeper for all specialized training/certification requests for each market.● I participate in training deployment of both operational and technical content in partnership with Services Academy.● I provide tools, support, and guidance to Field Leaders to manage and develop Agents to delight Clients.● I provide market setup recommendations (operating model) that are executed by Field Leaders to ensure the right Agent is in the right place at the right time with the right skills to service clients in a timely manner and provide an end-to-end experience.● Partner with services merchants to build, deploy, and maintain an effective service portfolio that meets clients’ needs, both known and unknown.● I monitor NPS data for specific markets and provide business plans and guidance to Field Leaders to improve the client experience. Show less

  • Associate Manager

    Apr 2021 - now

  • Senior Analyst Vendor Management

    Feb 2019 - Apr 2021

  • Senior Analyst Appliance Installation and Repair

    Mar 2015 - Feb 2019
• 

  DICK'S Sporting Goods

  Nov 2019 - Jan 2023

  Retail Sales Associate - Apparel

  • Create a world-class customer experience by providing passionate customer service and selling through customer engagement, specifically (but not limited to) our Apparel Departments • Uphold company standards for merchandise presentation of the best apparel and equipment brands in sporting goods • Demonstrate ability to genuinely interact with customers to show passion, knowledge, dedication, and commitment in their sport or activity • Promote company programs including warranty sales, Scorecard (loyalty program), private-label credit cards, and other seasonal promotions Show less