Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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Gabriel Morales

Bay Shore,NY

Summary

Dedicated IT professional with hands-on experience in diagnosing, troubleshooting, and repairing a broad spectrum of technical issues. Proven track record in delivering exceptional customer service and translating complex technical jargon into comprehensible terms. Seeking a challenging IT role to further develop and leverage my technical expertise and problem-solving skills.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Geek Squad Advanced Repair Agent

Geek Squad - Best Buy
09.2020 - Current
  • Diagnosed and resolved technical issues for a variety of consumer electronics, including PCs, smartphones, and tablets.
  • Conducted detailed hardware and software repairs, including operating system installations, malware removal, data transfers, and parts replacement.
  • Collaborated with a team of technicians to handle high-volume repair requests, ensuring timely and accurate repairs.
  • Delivered exceptional customer service by explaining technical issues in an easily comprehensible manner and offering appropriate solutions based on the diagnosis.
  • Maintained detailed documentation of repairs, updates, and customer interactions in the company's system.
  • Continued education on the latest technology trends and updates to ensure the highest level of service to customers.
  • Assisted with sales and support queries on the sales floor during peak times, guiding customers towards the best technical solutions for their needs.

Interim Geek Squad Manager

Geek Squad - Best Buy
09.2020 - 09.2021
  • Managed a team of technicians, ensuring optimal scheduling, training, and adherence to company standards and procedures.
  • Oversaw day-to-day operations, ensuring quality diagnostics, repairs, and installations for clients' technological devices.
  • Delivered exceptional customer service, resulting in a score of 100% in customer satisfaction scores (NPS).
  • Conducted regular team meetings to discuss KPIs, client feedback, and process improvements.
  • Coordinated with store management to optimize floor space, promotional activities, and service offerings.

Computing Sales Lead

Best Buy
09.2017 - 09.2020
  • Oversaw the computing department, ensuring the effective execution of sales strategies, merchandising standards, and customer service excellence.
  • Led and mentored a team of sales associates, providing regular training on product knowledge, sales techniques, and company policies.
  • Continuously monitored sales metrics to identify growth opportunities and areas of improvement, implementing actionable strategies to drive sales and exceed targets.
  • Collaborated with store management to optimize inventory levels, ensuring the availability of high-demand products and facilitating efficient stock turnover.
  • Resolved escalated customer issues, ensuring customer satisfaction and maintaining Best Buy's reputation for service excellence.
  • Coordinated with vendors and brand representatives for in-store promotions, product launches, and training sessions.
  • Introduced operational improvements to enhance efficiency, streamline processes, and reduce overhead costs.

Education

Bachelor of Science - Law Enforcement Technology

Farmingdale State College
Farmingdale, NY
08.2022

Skills

  • Hardware & Software Troubleshooting
  • Network Troubleshooting
  • Data Management
  • Proficient in Windows, macOS, and familiar with Linux distributions
  • Virus removal & prevention
  • Strong leadership and team management
  • Excellent verbal and written communication
  • Customer Service

Accomplishments

    Achieved Employee of Year (2022-2023) by leading the market in service tags completed per hour and highest utilization

Certification

  • Google IT Support Professional Certificate
  • Apple Certified Mac & iPhone Technician


Timeline

Geek Squad Advanced Repair Agent

Geek Squad - Best Buy
09.2020 - Current

Interim Geek Squad Manager

Geek Squad - Best Buy
09.2020 - 09.2021

Computing Sales Lead

Best Buy
09.2017 - 09.2020

Bachelor of Science - Law Enforcement Technology

Farmingdale State College

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Gabriel Morales