Jonathan Lockwood
Summary
Customer-focused Technician with over 20 years of experience diagnosing, maintaining and repairing computer, mobile, and related systems. Highly proficient in mainstream applications and operating systems. Skilled in configuring, diagnosing and maintaining wireless and local area networks.
Overview
24
24
years of professional experience
Work History
Technology Support Specialist II
Beaumont ISD
09.2023 - Current
- Enhanced customer satisfaction with prompt resolutions to technical inquiries via phone, email, or in-person assistance.
- Resolved diverse range of technical issues across multiple systems and applications for end-users across multiple sites.
- Managed incident ticketing system effectively, prioritizing urgent requests and escalating critical issues when necessary.
Advanced Repair Agent
GeekSquad/BestBuy
02.2020 - 09.2023
- Apple Authorized and Trained in repair of Apple branded products
- Perform physical repair and optimization of customer hardware and software to improve operability
- Assemble, maintain and repair internal system hardware for the business
Senior Support Technical Advisor
Apple
04.2014 - 02.2018
- Developed and helped implement backup case management system for Senior Advisors
- Provided exceptional customer support for all second-level technical escalations regarding all Apple products and services
- Submitted case by case feedback to Apple Engineering for emerging issues and technical content updates
Pro Solutions Technical Mentor
Dell
10.2005 - 08.2013
- Lead analyst, coach, and trainer for all warranty cost related metrics for a team of 25 Pro Solutions technicians
- Partnered with development team on user acceptance testing and technical training for pre-production product offerings across all Solutions brands.
- Provided personalized onsite support and upgrade deployments for major accounts in Boston, Chicago, Meridian and others for Pro Solutions
- Worked with Team manager for the team to assure technicians success
- Provided support for ALL Dell Connected Classroom, Electronic Medical Records, and Retail customers.
Electro-Mechanical Repair Specialist
Dell Computers
08.2005 - 10.2005
- Performed diagnosis, modification, repair, calibration, and testing on returned Dell systems
- Diagnosed failures and troubleshot electrical and mechanical issues for all types of Dell systems.
Skills
Computer system repair
Accomplishments
- Dell Bronze Award FY12 and Significant Contributor award Q3 FY12
- Award for Most Revenue Generated for FY10
- Circle of Excellence Award Q2 FY09
- Comp-TIA A+ Certified
Timeline
Technology Support Specialist II
Beaumont ISD
09.2023 - Current
Advanced Repair Agent
GeekSquad/BestBuy
02.2020 - 09.2023
Senior Support Technical Advisor
Apple
04.2014 - 02.2018
Pro Solutions Technical Mentor
Dell
10.2005 - 08.2013
Electro-Mechanical Repair Specialist
Dell Computers
08.2005 - 10.2005
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