Durran Wallace
Nashville,TN
Summary
Versatile IT professional with 7+ years of experience in hardware/software support, Microsoft 365 troubleshooting, and team leadership. Recently earned a B.S. in Information Technology with a concentration in Software Development and a minor in Cybersecurity (2025). Adept at resolving technical issues, guiding end users, and managing teams, with a strong foundation to grow into IT support, automation, or software development roles.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Advanced Repair Technician
Geek Squad
03.2023 - Current
- Delivered hardware/software support for desktops, laptops, tablets, and mobile devices.
- Provided Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint) including setup, troubleshooting, and user guidance.
- Installed, imaged, patched, and decommissioned Windows-based devices to maintain reliable end-user environments.
- Resolved basic network issues (DHCP, DNS, printer/file share, VPN) to restore connectivity.
- Documented solutions and created step-by-step instructions to assist users and peers.
Retail Services Manager
Geek Squad
12.2021 - 03.2023
- Directed daily operations, supervised staff, and managed scheduling, training, and performance evaluations.
- Implemented process improvements that increased efficiency and improved customer service outcomes.
- Coordinated between departments to ensure smooth service delivery in a fast-paced environment.
Retail Services Supervisor
Geek Squad
01.2018 - 12.2021
- Supervised front-line staff and back-end technicians, trained new employees, and enforced company standards.
- Assisted in conflict resolution and escalated customer issues with professionalism.
- Maintained high performance metrics in service quality, productivity, and customer satisfaction.
Microsoft Expert
Best Buy
01.2018 - 01.2019
- Consulted with users on Microsoft 365 solutions, Windows OS, and compatible devices.
- Delivered end-user training and adoption support for Microsoft applications.
- Supported new device rollouts by assisting with initial configuration and onboarding.
Education
B.S. IT - Software Dev Concentration, Cybersecurity Minor
Strayer University
Washington, DC09.2025
Skills
- Technical Troubleshooting & Hardware Repair
- Windows 10/11 & Microsoft 365 Support
- Team Leadership & Staff Training
- End-User Support & Customer Service
Certification
- Microsoft Certified: Azure Fundamentals
- TestOut: PC Pro
- TestOut: Network Pro
- TestOut: Security Pro
- TestOut: Ethical Hacker Pro
Timeline
Advanced Repair Technician
Geek Squad
03.2023 - Current
Retail Services Manager
Geek Squad
12.2021 - 03.2023
Retail Services Supervisor
Geek Squad
01.2018 - 12.2021
Microsoft Expert
Best Buy
01.2018 - 01.2019
B.S. IT - Software Dev Concentration, Cybersecurity Minor
Strayer University
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