Experience

• 

  Bluecap

  • Kansas City, Missouri, United States

  • Co-founder & COO

    • Jul 2021 - Present
    • Kansas City, Missouri, United States

• 

  SMG - Service Management Group

  • United States
  • Software Development
  • 500 - 600 Employee

  • Team Lead, Implementation

    • Oct 2020 - Aug 2021

  • Implementation Manager

    • Aug 2019 - Oct 2020

  • Team Lead - Solutions

    • Dec 2018 - Aug 2019

  • Senior Solution Analyst

    • Apr 2016 - Dec 2018

  • Solution Analyst

    • Apr 2015 - Mar 2016

  • Associate Solution Analyst

    • Jun 2012 - Apr 2015

• 

  Apple, Inc.

  • Apple Store Leawood

  • Mac Genius

    • Oct 2009 - Jan 2015
    • Apple Store Leawood

    Excellent time management skills- Multi-tasking when working with customers and different projects / repairs- Receiving repairs via ticketing system, interpreting notes from team members, performing repair based on issue and verify issue was resolved and initiate customer contact when repair is complete. - Troubleshooting iPhone and iPad issues with customer to resolution in a 10 minute queue: poor wireless service, battery life issues, software corruption, physical damage, and syncing issues with both Mac OS X and Windows.Amazing people and communication skills- Translating ‘geek speak’ face to face with customers into plain English- Strong empathy and understanding of needs and expectations - Working closely with sales floor as support and knowledge source
- Collaborating with management for solutions to customer exception issues

• 

  Geek Squad

  • Technician

    • Jul 2005 - Oct 2009

    Received repairs via ticketing system (S.T.A.R.) and worked through list of repairs: - Sent off computers for major hardware repair - Performed hardware diagnostics in store - Resolved software issues with Windows and Mac OS X - Virus and Spyware removal - Operating System reinstallation - Corrected software misconceptions and reset customer expectations Worked closely with sales floor as support and knowledge source Informed management of daily procedural changes, issues, and new services Provided world class support over the phone and in person for clients - Worked with BestBuy Mobile to resolve wireless customer issues with cell phones - BlackBerry, Samsung, Windows Mobile, iPhone, Nokia, Android OS, webOS - Responsible for handling customer calls and basic phone support - Processed a line of walk in customers for repair drop off - Worked with Customer Service for verifying returned and exchanged items