IMA DELEON
Culver City,CA
Summary
Tech-savvy and people focused professional with hands on experience in troubleshooting, ticket management, and customer support. Seeking to grow my career in a support role where I can expand my technical skills and make a meaningful impact by supporting daily operations and contributing to a positive work environment.
Overview
10
10
years of professional experience
Work History
Geek Squad Advanced Repair Agent
Best Buy
10.2022 - Current
- Diagnose and repair hardware/software issues across Windows, Mac OS, laptops, desktops, printers and mobile devices
- Manage and prioritize multiple help desk tickets and repair orders, ensuring timely resolution and high service quality
- Provide client support and follow-up through phone, email, and in-person communication to ensure clear expectations and satisfaction
- Document troubleshooting steps, repair notes, and interactions, to maintain accurate records
Shift Lead And Wellness Ambassador
Best Buy
10.2023 - Current
- Take on leadership responsibilities by handling manager calls, overseeing floor operations, and coaching team members to improve performance
- Support and oversee hiring process with recruitment and new hire onboarding
- Train and mentor new team members on product knowledge and operational procedures
- Create weekly schedules and ensure coverage during peak business hours
- Foster a positive work culture by organizing wellness initiatives, providing support to team members, and offering resources to keep up morale and a collaborative environment
Geek Squad Consultation Agent
Best Buy
10.2020 - 2022
- Manage the Geek Squad check-in and check-out experience for clients and help find a solution to their issues
- Build trust with the sales team and operations team to ensure client satisfaction across the board are met
- Accurately document and keep track and records of client units and their repair processes
- Assisting product functionality to ensure products returned are functioning properly
Computing Sales Associate and Apple Pro
Best Buy
10.2017 - 10.2020
- Maintain department merchandising and readiness to serve customers
- Use training tools with other employees to ensure confidence and improve department knowledge
- Served as Apple product expert, assisting customers with purchasing decisions and technical questions
- Responsible for reviewing sales strategies and performance with peers
Sales Representative
Hewlett-Packard | MarketSource
05.2016 - 10.2017
- Drive product sales at assigned events through customer interaction
- Educate customers and retail associates on all brand product on the sales floor
- Conduct product demonstration, upkeep merchandising standards, marketing and advertising for brand
- Formulate action plans in order to activate stores around the district
Education
Associate of Arts - Computer Science / Graphic Design
West LA College
High School - undefined
Culver City High School
Culver City, CA06.2015
Skills
- Bilingual: English & Spanish
- Technical troubleshooting (Windows & MacOS, mobile devices)
- Help desk ticket management and prioritization
- Customer service and client communication skills
- Scheduling, workflow coordination, and operations support
- Organization and multitasking under pressure
- Team collaboration and leadership support
- Training and onboarding support
Timeline
Shift Lead And Wellness Ambassador
Best Buy
10.2023 - Current
Geek Squad Advanced Repair Agent
Best Buy
10.2022 - Current
Geek Squad Consultation Agent
Best Buy
10.2020 - 2022
Computing Sales Associate and Apple Pro
Best Buy
10.2017 - 10.2020
Sales Representative
Hewlett-Packard | MarketSource
05.2016 - 10.2017
High School - undefined
Culver City High School
Associate of Arts - Computer Science / Graphic Design
West LA College