Dawson Bell
Tallahassee,United States
Summary
Motivated and detail-oriented individual seeking to leverage extensive experience in hardware and software troubleshooting, and customer service to drive operational excellence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IOS Operations Manager
FloridaPro Computing
Tallahassee, FL
05.2021 - Current
- Supervised mobile device repair operations, overseeing the diagnosis and repair of a diverse range of devices, while ensuring high-quality standards and efficient turnaround.
- Schedule appointments and process payments for repairs, ensuring smooth customer interactions, and maintaining high levels of satisfaction.
- Collaborated with team members to maintain inventory and order replacement parts, reducing downtime, and ensuring the availability of required parts for efficient service delivery.
- Assist customers at the front desk, greeting and checking in new arrivals, as well as processing checkouts for completed repairs, ensuring a smooth, and efficient customer experience.
- Developed and set pricing for mobile device repairs, ensuring competitive and consistent rates while accounting for parts, labor, and market trends.
- Trained junior technicians on mobile device repair best practices, quality assurance standards, and customer service protocols.
Macintosh Technician
FloridaPro Computing
Tallahassee, FL
12.2019 - 04.2021
- Worked on a wide array of devices, including MacBook Airs, MacBook Pros, and iMacs, ensuring high-quality service across multiple product lines and operating systems.
- Utilized specialized diagnostic tools and industry-standard procedures to identify and resolve device issues, improving first-time fix rates by 97%.
- Provided one-on-one technical support for customers, explaining complex troubleshooting steps in an easy-to-understand manner, and building rapport and trust.
- Conducted device backups and data recovery procedures for customers experiencing data loss, safeguarding critical client information.
IOS Technician
FloridaPro Computing
Tallahassee, FL
03.2018 - 10.2019
- Serviced and repaired over 2,000 Apple devices annually, ranging from iOS devices such as iPhones, iPods, and iPads, to Apple Watches and more.
- Responsible for performing repairs promptly and efficiently, ensuring devices are returned to customers in optimal condition, often exceeding their initial state.
- Consistently completed same-day repairs when parts were available, achieving an average turnaround time of 1.5 hours per device, placing in the 98th percentile among service providers for repair speed and efficiency.
Benefit Appointment Scheduler
Arthur J. Gallagher & Co.
Tallahassee, FL
11.2017 - 02.2018
- Handled incoming calls for insurance benefits enrollment, providing accurate information and scheduling appointments based on employer and location.
Education
High School Diploma -
Sail High School
Tallahassee, FL06-2017
Skills
- Mobile Devices & Operating Systems: iOS, macOS, iPadOS; Apple mobile device diagnostics, software updates, hardware repairs, and system restores
- Networking: Basic understanding of Wi-Fi, VPNs, and mobile device management (MDM) solutions; able to configure mobile devices to connect securely to corporate networks
- IT Support Tools: Experience with ticketing systems (eg, Zendesk, Freshservice), asset management software, and remote troubleshooting tools
- Data Backup & Recovery: Proficient in mobile device backups, data restoration, and syncing devices with enterprise systems (including iCloud and MDM tools)
- Customer Service: Strong interpersonal skills in communicating technical issues to clients with non-technical backgrounds
Certification
- ACiT (Apple Certified iOS Technician)
- ACMT (Apple Certified Macintosh Technician)
Timeline
IOS Operations Manager
FloridaPro Computing
05.2021 - Current
Macintosh Technician
FloridaPro Computing
12.2019 - 04.2021
IOS Technician
FloridaPro Computing
03.2018 - 10.2019
Benefit Appointment Scheduler
Arthur J. Gallagher & Co.
11.2017 - 02.2018
High School Diploma -
Sail High School
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