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
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
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