Jose Ramirez

As Geek Squad Senior Counter Intelligence Agent I am brand ambassador for both the Geek Squad and Best Buy brands. Working in conjunction with other agents to support the operations of the Geek Squad Precinct within the store. I engage in teaching, coaching and recognizing desirable behaviors of other agents to drive exceptional business results. I ensure customers’ needs are met and no customer is ever left unserved or underserved.

- Teach and coach agents to successfully perform their business area strategies through a balanced leadership approach with customer, employee and shareholder.

- Ensure all agents are accumulating the appropriate knowledge and expertise through continuous learning and self development for providing an excellent customer shopping experience.

-Conduct regular training meetings

-Supervise the Geek Squad Precinct, ensuring no customer is ever left unserved or underserved.

- Applied sales experience, knowledge, and expertise to act as the subject matter expert in each department. This includes validating product pricing, signage, availability, and display functions of all ad items.

-Makes sound business decision in reference to workforce planning, waste, exceptions, junkouts and inventory as it relates to impacting local P&L.

-Ensures SOP compliance for all processes.

-Manage processes and functions of department including 5S/housekeeping, monthly safety assessments and shrink management.

-Direct accurate reconciliation of all daily cash management processes and back office functions including hiring and on-boarding, ordering supplies, expense control, hardware functionality, time sheet management and maintaining employee files.

- Counting tills and safe, managing store expenses, documenting functionality issues throughout the store, managing the completion of reviews and assessments, recruitment, and accountability.

- Service an average of 500 to 1,000 client units per month.

- Recruit, train, develop, and coach repair agents, sales agents, auto install agents, and sales floor associates.

- Manage 5-15 Geek Squad Agents in the Precinct, CA location while driving operational and financial outcomes.

-Responsible for hitting services revenue budget while also maintaining a certain level of growth year over year.

-Responsible for driving specific operational outcomes such as turn time, redo rate, and customer satisfaction survey scores.

-Manage labor spending in relation to the current workload in order to maintain an efficient and profitable business.

-Personally address any client issues in regards to the service provided by Geek Squad on their current or new unit.

-Resolved issues ranging from virus and malware removal, operating system repair and installation, hardware installation, new computer setup, and system diagnostics.

-Service an average of 500 to 1,000 client units per month.

-Collaborated with teams to define, strategize and implement marketing and web strategies.

-Analyzed problematic areas to provide recommendations and solutions.

-Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs.

-Onboarded and managed new client accounts to boost retention rates.

- Supported clients with business analysis, documentation and data modeling.

-Organized and analyzed primary and secondary research to understand industry, market and company trends.

-Integrated technology and business operations to identify targeted solutions to customer issues.

-Implemented practices and procedures to reduce expenditures and increase savings.

-Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.

-Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.

- Enhanced production of labor hours and Net Promoter Sales to exceed goals.

- Gathered, organized and input information into digital database.

-Observed packing operations to verify conformance to specifications.

-Maintained overall safe work environment with employee training programs and enforcement of safety procedures.

-Coached staff on daily performance and conducted evaluations to constructively address concerns.

-Educated staff on organizational mission and goals to help employees achieve success.

-Frequently inspected production area to verify proper equipment operation.

-Developed and updated tracking spreadsheets for inventory tasks.

- Applied sales experience, knowledge, and expertise to act as the subject matter expert in each department. This includes validating product pricing, signage, availability, and display functions of all ad items.

-Makes sound business decision in reference to workforce planning, waste, exceptions, junkouts and inventory as it relates to impacting local P&L.

-Ensures SOP compliance for all processes.

-Manage processes and functions of department including 5S/housekeeping, monthly safety assessments and shrink management.

-Direct accurate reconciliation of all daily cash management processes and back office functions including hiring and on-boarding, ordering supplies, expense control, hardware functionality, time sheet management and maintaining employee files.

- Counting tills and safe, managing store expenses, documenting functionality issues throughout the store, managing the completion of reviews and assessments, recruitment, and accountability.

- Store general supplies management, Employee hours and attendance auditing for departments, store event management and appropriations of supplies/vendors.

- Deal with the paperwork and hiring and uniform ordering.

-Open/Closing Of the Facility; Securing Building as well. Managing Time and Attendance.

- Respond to email messages for customers seeking help.

- Ask questions to determine nature of problem.

- Walk customer through problem-solving process.

- Install, modify, and repair computer hardware and software.

-Open/Closing Of the Facility; Securing Building as well. Managing Time and Attendance.

• Responsibilities Customer service, IT
  
  services, Apple Pro Technician, Client
  
  Support, Advance Hardware Repair, de-
  
  escalation of client issues, built
  
  relationships with clients, built good
  
  team work skills, make sure that all the
  
  returns and process at the front lane are
  
  done properly and the devices are
  
  working properly in order to get back to
  
  the sales floor, training new associates in
  
  Geek Squad standard operating
  
  procedures, assisting clients to get a
  
  solution when SVC could not have a right
  
  solution for the clients needs.

• Responsibilities Client Support,
  
  Customer service, de-escalation of client
  
  issues, built relationships with clients,
  
  make sure that all the returns and
  
  process at the front lane are done
  
  properly and the devices are working
  
  properly in order to get back to the sales
  
  floor, troubleshooting clients issues,
  
  shipments and receiving to and from
  
  service center, offer to clients the
  
  opportunity of utilizing all benefits the
  
  geek squad provides by offering
  
  memberships.

Responsibilities offer to clients the

opportunity of utilizing all benefits that

BestBuy provides through geek squad by

offering memberships, Offering to the

clients the best solution to cover all their

needs, have a great customer

communication skills, developing

teamwork relationships skills, utilize

ordering system and POS tools to

provide customers with their products.

• Coordinated IT operations activities to deliver smooth flow of daily business needs.
• Oversaw daily performance of computer systems and immediately responded to all kind of issues to keep network up and running.
• Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
• Customized and repaired technology based on staff requests.
• Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
• Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
• Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
• Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
• Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
• Offered new customers training to reduce frustration and improve customer satisfaction.
• Maintained office PCs, networks and mobile devices.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
• Managed system-wide operating system and software deployments as well as related software upgrade problems.
• Performed troubleshooting and repaired peripheral devices such as printers, scanners and Security Camera system circuit.
• Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Established, repaired and optimized networks by installing wiring, cabling and devices.
• Linked computers to network and peripheral equipment.
• Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
• Used diagnostic tools to identify hardware failures and replace non-functional components.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
• Executed technology implementation projects with minimal downtimes and business disruptions.
• Served as backup for staff members, responding to system failure and maintenance emergencies.
• Recommended new and replacement hardware and software purchases.
• Set up and maintained user accounts and client access.
• Recovered critical information from data back ups to restore functionality.
• Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
• Implemented internal quality standards to secure electronic records integrity.
• Performed troubleshooting to correct computer hardware and software malfunctions.
• Followed detailed operational process and procedures to appropriately analyze, escalate and assist in remediation of information security incidents.

• Provided customers with troubleshooting, repair and support services within any environments.
• Assembled, maintained and repaired system hardware.
• Maintained inventory of repair supplies and ordered parts.
• Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
• Adjusted machine settings to maximize performance and equipment longevity.
• Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
• Dismantled machines and equipment to remove defective parts.
• Inspected and tested, repaired and refurbished products for proper operation.
• Completed all repair and maintenance activities promptly and to high quality standards.
• Tested parts and components to confirm adherence to manufacturer specifications.
• Followed detailed repair and maintenance procedures for consumer products.
• Utilized variety of tools and diagnostic equipment to complete repairs.
• Installed and programmed variety of consumer products.
• Provided technical advice and guidance to customers on use and maintenance of products.
• Repaired and tested electronic circuit boards, wiring and components.
• Explained diagnostic findings to customers and outlined repair or service options.