Donald Norton Jr
Oklahoma City,OK
Summary
At Best Buy, Geek Squad, excelled as a Recon Technician/Training Facilitator, enhancing customer satisfaction through expert diagnostics and troubleshooting, and effective team training. Demonstrated exceptional problem-solving and communication skills, significantly improving first-time fix rates.
Overview
23
23
years of professional experience
Work History
Recon Technician /Training Facilitator
Best Buy, Geek Squad
Minneapolis, MN
08.2006 - 04.2024
- Provided on-site repair services for televisions and household appliances, delivering expert technical solutions directly in customers' homes. This hands-on approach ensured minimal disruption to clients' daily lives while efficiently diagnosing and resolving a wide range of electronic and mechanical issues.
- Delivered hands-on training sessions for junior technicians, cultivating a culture of continuous learning within the team.
- Delivered expert remote assistance to field technicians, guiding them through complex diagnostics and repairs of televisions and household appliances. This phone-based support improved first-time fix rates and reduced average repair times, enhancing overall customer satisfaction.
- Leveraged strong communication skills to effectively convey complex technical information to non-technical personnel when necessary.
- Facilitated support team operations, fostering an environment that led to markedly improved customer satisfaction scores and accelerated resolution times for diverse client needs
HT Repair Technician
Ultimate Electronics
Oklahoma City, OK
06.2001 - 08.2006
- Provided on-site repair services for televisions, delivering expert technical solutions directly in customers homes.
- Delivered hands-on training sessions for junior technicians, cultivating a culture of continuous learning within the team.
- Regional Technical Team Lead - Oklahoma City Metro Area. Providing technical guidance and training to team members on repair procedures and part replacement.
Education
High School Diploma -
Moore Norman Technology Center - Norman
Norman, OK05.1985
Skills
- Team Player
- Problem-Solving
- Attention to Detail
- Decision-Making
- Customer Relations
- Diagnostics and troubleshooting
Timeline
Recon Technician /Training Facilitator
Best Buy, Geek Squad
08.2006 - 04.2024
HT Repair Technician
Ultimate Electronics
06.2001 - 08.2006
High School Diploma -
Moore Norman Technology Center - Norman