JACOB MARTINEZ

• Installed, managed, and updated operating systems and supported applications.
• Kept records of all repairs and fixes for future reference.
• Troubleshot system failures, software bugs, and hardware issues to restore functionality.
• Set up hardware, installed and configured software, and performed diagnostics to identify and resolve technical problems.
• Diagnosed and repaired mechanical and software issues according to industry standards.
• Serviced and repaired equipment following manufacturer guidelines, ensuring quality and reliability.
• Specialized in support systems, inspections, and detailed repairs to achieve operational efficiency.
• Provided repair solutions for MacOS, iOS, and Windows devices, offering expert troubleshooting and customer support.
• Built, repaired, and maintained custom gaming computers, assisting customers with performance optimization.
• Provided over-the-phone support, resolving complex technical issues and offering
• Coached and mentored new and existing agents on repair processes, troubleshooting techniques, and customer service best practices.
• Led training sessions to enhance team knowledge of Geek Squad services and technical solutions.
• Assisted with escalated customer concerns, working closely with leadership to resolve complex repair and service issues.
• Supported operational efficiency by helping coordinate workflows, identifying bottlenecks, and ensuring timely repairs.
• Acted as a point of contact for technical questions and best practices among team members.
• Collaborated with leadership to improve service processes and enhance the customer experience.

• Troubleshot software/hardware issues; solve in a 20-minute window if possible

• Recommend technology solutions until the client's expectations are met

• Provide client education

• Call clients when the work is completed and log the work completed

• Take notes on interactions with clients and their requests related to their devices

• Set up client's new PCs, install software, and perform other special requests

• Quality test open box products or products returned from the service center before

returning them to the sales floor

• Performed diagnostics/minor repairs on Apple Products

• Performed hardware replacements on computers and cellular devices.

• ACIT (Apple certified iOS technician)

• Acted as a barrier of communication between the advanced repair agents and

clients

• Worked closely with the advanced repair agents to get the best outcome for client's

devices

• Constantly engaged with customers and produced strong customer service

• Oversaw daily kitchen team operations, ensuring efficiency, accountability, and high-quality service.
• Conducted staff assemblies to address inefficiencies and improve workflow.
• Managed inventory and resource planning, reviewing sales trends to optimize daily operations.
• Collaborated with leadership to develop strategies that improved overall team performance and service quality.
• Trained and mentored employees, providing guidance on best practices, problem-solving, and customer interactions.
• Resolved escalated customer service issues, ensuring positive experiences and swift conflict resolution.
• Developed and maintained high operational standards to ensure customer satisfaction.
• Created a positive and high-performance work environment, encouraging teamwork, accountability, and professional growth.
• Designed and optimized team work schedules in collaboration with team members and other management.

• Handled high-pressure situations calmly and professionally during peak hours or unexpected rushes at the restaurant.
• Managed multiple tasks simultaneously, prioritizing duties effectively for maximum productivity.
• Greeted customers and provided outstanding customer service.
• Collaborated with the kitchen staff to ensure accuracy of orders, minimizing order errors and complaints.