Software Engineer II

• Mar 2023 - Present

Quality Engineer II

• Mar 2021 - Mar 2023

Associate Quality Engineer

• May 2020 - Mar 2021

Customer Support Engineer

• Jun 2019 - Apr 2020

Software Support Representative

• Apr 2018 - May 2019

-Performing troubleshooting for all customers using legacy FSM products -Implementation of solutions for legacy products, including manipulation of SQL databases and basic network configuration -Migrating customers from legacy FSM products to WorkWave Service, including data manipulation and preparation when required -Providing support for all customers using WorkWave Service -Submission of internal and external defects and feature requests to Engineering/Product teams in regards to WorkWave Service Show less

Cadet

• Oct 2017 - Apr 2018

Geek Squad Manager / Deputy of Counter Intelligence

• Oct 2016 - Sep 2017

-Analysis of key performance metrics and business drivers to identify performance strengths and gaps-Leading and coaching of Precinct Agents and Sales Floor Associates on latest technology and Geek Squad Services Portfolio to drive revenue-Scheduling Agents according to necessity, growth indicators, and drive times-Following up and obtaining feedback on client satisfaction via Net Promoter Score-Creating custom solutions based on client escalations-Promoting Agent Experience with tailored development plans based on Agent feedback and performance-Worked with GM to identify opportunities in Precinct, Installation Bay, and Sales Floor to enhance client experience in-store and in-home-Partnered with GM to help increase non-operating profits on monthly P&L-Assisted with and performed repairs on client units as necessary Show less

Advanced Repair Agent

• Aug 2015 - Oct 2016

-Leading and coaching of Precinct Agents-Troubleshooting and repairing client and store product including PC, Macintosh, cell phones, tablets, and home theater equipment.-Monitoring communication and repair queues (in-store and out of store)-Planning and scheduling of solutions based on client needs-De-escalation of clients when issues arise-Reported bugs for any internal tools to MRI Tools Team for evaluation and patches when possible

Consultation Agent

• Oct 2014 - Aug 2015

-Accurately troubleshooting and diagnosing client product with speed-Maintaining proficient knowledge in past and latest consumer technology-Tailoring repair solutions towards client needs-Updating and informing clients on current repair processes-Testing and qualifying open-box product for resale

Photo Technician

• Sep 2013 - Oct 2014

Prioritized all customer on-site orders based on pick-up timePerformed functions to open/close the Photo LabDeveloped, priced, and packaged all photo orders receivedOperated all equipment and technology associated with the Photo LabTroubleshoot machine issues and malfunctions as neededMaintained customer confidentialityAssisted customers with questions and problemsAssisted customers with deciding/designing the product to their needs

Cashier / Clerk

• Oct 2012 - Oct 2014

Handled monetary transactions between customers and the organizationGuided and solved queries of customer