Bridget Diaz
Joliet,IL
Summary
Detail-oriented Technical Support and Repair Professional with hands-on experience in diagnostics, system troubleshooting, and data protection practices. Bilingual (Spanish/English) technician currently pursuing an Associate degree in Cybersecurity and Defense.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Repair Technician
UBreakiFix
Plainfield, IL
10.2024 - Current
- Diagnosed and repaired 10+ equipment failures using advanced troubleshooting techniques and tools
- Trained new technicians on safety protocols and repair procedures effectively
- Documented repair processes and updates in the maintenance management system regularly
- Deliver exceptional customer service, guiding customers through technical issues, repair options, and explaining solutions in clear, non-technical terms
- Conducted quality checks on 100+ devices monthly to ensure adherence to Apple, Samsung, and WISE repair standards.
Tech Specialist
BI Incorporated
Aurora, IL
07.2021 - 10.2024
- Process alerts and respond to customer inquiries made by phone or email including special accounts requiring a high level of service
- Accept 150+ inbound phone calls, troubleshoots, diagnoses and escalates hardware and software issues with customer equipment and software as necessary
- Provide advanced troubleshooting and support on customer issues with hardware and software for all monitoring operations departments
- Provide communication to internal departments and management on the status of hardware and software issues being worked
- Communicate technical troubleshooting concepts to a non-technical audience and ensure understanding
Executive Team Lead
Target
Naperville, IL
08.2016 - 07.2021
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions
- Monitored daily workflow to ensure adherence to established policies and procedures
- Established clear expectations for employees, providing guidance when needed
- Collaborated with other departments to ensure alignment of goals across teams
Education
Associate of Science - Cybersecurity And Defense
College of DuPage
Glen Ellyn, IL12-2027
Skills
- Technical troubleshooting and diagnostics
- Customer-focused technical support
- Basic networking fundamentals
- Help desk ticketing and documentation
- Cybersecurity awareness and data protection
- Time management and prioritization
Certification
- WISE (Wireless Industry Service Excellence) Repair Technician Certification
- Apple AST2 — Authorized diagnostics and repair workflow access
- Samsung Certified Repair Technician
Timeline
Lead Repair Technician
UBreakiFix
10.2024 - Current
Tech Specialist
BI Incorporated
07.2021 - 10.2024
Executive Team Lead
Target
08.2016 - 07.2021
Associate of Science - Cybersecurity And Defense
College of DuPage