Leveraging a 12-year background in customer service with an emphasis on problem-solving and client satisfaction, I transitioned into the tech field two years ago. Since then, I've obtained CompTIA's A+ and Network+ certifications and assumed leadership of my helpdesk team at Geek Squad. This handson experience, augmented by my ongoing studies at Valencia College, has shaped a growing set of technical skills. With this blend of comprehensive knowledge, hands-on experience, and certifications, I am excited to bring a combination of unique perspective, soft skills, and technical acumen to my next role.
Hi, I’m
Cole Stanley
IT And Software Development Specialist
Greeley,CO
Summary
Overview
11
years of professional experience
4
years of post-secondary education
2
Certificates
Work History
Geek SquadBoulder, CO
Helpdesk Agent/Team Lead
10.2022 - Current
Job overview
- Delivered first-rate IT customer support and personalized tech resolutions, adeptly solving intricate and time-critical technical difficulties while translating advanced solutions into user-friendly terms, culminating in a 50% uplift in user engagement
- Devised and initiated a training curriculum covering help desk best practices, technical know-how, and customer service within the first three months on the job, resulting in a substantial elevation in user satisfaction, with Net Promoter Scores (NPS) exceeding 80% for the first time in several months, which further propelled team efficiency
- Showcased exceptional teamwork and leadership within the help desk team, receiving commendations from both the General Manager and Help Desk Manager
- These endorsements paved the way for a promotion to the position of Help Desk Team Lead within six months of being hired.
Valencia College
Officer
08.2019 - Current
Job overview
- Surpassed academic expectations at Valencia College, achieving a 3.97 GPA in the Computing Technology and Software Development program, earning consistent recognition on the President's List as a result
- Focused on practical applications of IT concepts including cloud computing, network security, and data encryption to enhance club members' cybersecurity competencies
- Served in leadership for the Cybersecurity Club at Valencia College, facilitating instruction in essential tools like VMware, VirtualBox, cryptography, Wireshark, Python, SQL, Linux, firewalls, and more, while ensuring strict rule compliance and club efficiency, resulting in a 25% increase in membership within a year.
Capital One, FL
Senior Fraud and Disputes Agent
01.2020 - 07.2021
Job overview
- Skilfully leveraged technical skills to resolve complex fraud and dispute cases, significantly boosting customer satisfaction to above 80% in a remote environment
- Consistently ranked among the top 5% of agents in performance metrics and NPS, while leading change management initiatives that improved operational efficiently by 15%
- Audited the company's internal Wiki and edited it to comply with current best practices as part of leading a change management initiative.
Universal Orlando ResortOrlando, FL
Team Member Satisfaction Attendant
11.2018 - 02.2020
Job overview
- Achieved rapid promotion to advanced roles due to exceptional performance and adaptability
- Contributed to a 20% reduction in guest complaints through enhanced customer service strategies
- Improved team member satisfaction by implementing various changes in service and recognition policies.
VariousOrlando, FL
Other Relevant Experience
04.2012 - 11.2018
Job overview
- Served in diverse roles at McDonald's, The Walt Disney World Resort, Universal Studios, and Hyatt while employing communication and problem-solving skills to manage customer inquiries, deliver product information, and ensure positive, safe experiences for every guest.
Education
Valencia College
Bachelor's of Applied Science from Computing Technology and Software Development
08.2021 - 12.2023
University Overview
Valencia College
Associate Degree from General Studies - Business
08.2019 - 08.2021
University Overview
Skills
Technical Support Triage
Certification
CompTIA Network+
Timeline
Helpdesk Agent/Team Lead
Geek Squad
10.2022 - Current
Valencia College
Bachelor's of Applied Science from Computing Technology and Software Development
08.2021 - 12.2023
Senior Fraud and Disputes Agent
Capital One
01.2020 - 07.2021
Valencia College
Associate Degree from General Studies - Business
08.2019 - 08.2021
Officer
Valencia College
08.2019 - Current
Team Member Satisfaction Attendant
Universal Orlando Resort
11.2018 - 02.2020
Other Relevant Experience
Various
04.2012 - 11.2018
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