Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
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Cong Nguyen

Ocala,FL

Summary

I have dedicated over 9 years to Staples, where I currently serve as a Level 1 tech support. I demonstrate proficiency in multitasking orders, handling complex orders, intake incoming calls from the store to guide them with their troubleshooting needs, and maintaining rigorous quality assurance standards. In addition to these responsibilities, I have also trained new hires and mentored current employees on workflow management, the QA process, and best business practices. This experience as honed my abilities in leadership, problem-solving, and ensuring operational excellence as well as my ability to adapt, multi-task, and learn new technology quickly.

Overview

14
14
years of professional experience

Work History

Level 1 Staples TSOC

Staples TSOC
05.2017 - Current
  • Provide first level technical support to retail stores, resolving escalated issues promptly
  • Ensure timely responses to submitted work orders from stores
  • Identify opportunities for process improvement and contribute to enhancements of tools used
  • Trained new team members, providing guidance and support to enhance their technical skills
  • Trained current staff on operating procedures and company services.
  • Utilize technical knowledge and customer service skills to support operational needs.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks if needed.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Received multiple TSOC Recognition Awards in quarterly team events for
    consistently exceptional teamwork and attention to detail.
  • Leverage technical proficiency and problem-solving to support retail stores with
    meeting service deadlines and adapting to changes in customer needs.
  • Ticket management.

Staples EasyTech Associate

Staples
05.2015 - Current
  • Provide technical assistance and support to customers in-store, diagnosing and troubleshooting hardware, networking, and software issues
  • Conduct diagnostics on customer's computers and recommend appropriate repairs and services to optimize performance
  • Install, configure, and update software and operating systems on customers' devices
  • Educate customers on features and benefits of various tech products and services
  • Manage inventory of tech products and ensure accurate documentation and organization
  • Mentor new tech associates, providing ongoing training and support to enhance technical skills
  • Monitor and evaluate performance of tech department
  • Identify opportunities for process improvements and implement changes to enhance efficiency and customer satisfaction.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed wiring, cabling and networking hardware on customer premises.
  • Installed and configured new devices and system components.

Assistant Manager

RadioShack
08.2010 - 02.2015
  • Activating cell phones and troubleshooting cell phones and repairing minor issues such as boot loop and cellphones freezing
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Reset and restored mobile operating systems such to factory default settings to correct software-based faults.
  • Backed up and restored user data to replacement devices, maintaining strict customer privacy protocols.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.

Education

Pursued bachelor degree in information science

University of North Florida
Jacksonville, FL
01.2019

Associate of Arts -

Florida State College At Jacksonville
Jacksonville, FL
01.2018

Skills

    Dependable and Responsible

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Hobbies

Gaming, programming, traveling, and playing basketball.

Timeline

Level 1 Staples TSOC

Staples TSOC
05.2017 - Current

Staples EasyTech Associate

Staples
05.2015 - Current

Assistant Manager

RadioShack
08.2010 - 02.2015

Pursued bachelor degree in information science

University of North Florida

Associate of Arts -

Florida State College At Jacksonville

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Cong Nguyen