Jordan Bragg
Madison,WI
Summary
Detail-oriented Technical Support Specialist with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Project Coordinator
Network Engineering Technologies
07.2023 - Current
- Enhanced customer satisfaction with timely resolution of complex technical problems.
- Assisted in the successful completion of major network projects, contributing expertise in switch configurations and installations.
- Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
- Collaborated with vendors to procure necessary switching equipment while adhering to budgetary constraints, negotiating favorable pricing terms whenever possible.
Advanced Repair Agent
Geek Squad - Best Buy
02.2022 - 06.2023
- Diagnosed and resolved hardware and software issues for desktops, laptops, printers, smartphones, and tablets.
- Conducted in-depth troubleshooting to identify root causes of technical problems, utilizing diagnostic tools and software as necessary.
- Performed hardware replacements, including hard drives, memory modules, motherboards, and power supplies, ensuring seamless functionality of repaired devices.
- Maintained inventory of Apple repair supplies and ordered parts.
- Replaced faulty iPhone components, such as screens, batteries, logic boards, connectors, and other hardware parts, ensuring proper functioning and adherence to Apple's repair guidelines.
Consultation Agent
Geek Squad - Best Buy
09.2021 - 02.2022
- Demonstrated extensive product knowledge and kept up-to-date with the latest consumer electronics, software applications, and emerging technologies.
- Provided basic troubleshooting assistance to customers, addressing common technical issues and escalating complex problems to technical specialists when necessary.
- Maintained accurate customer records, appointment schedules, and follow-up communications to ensure a high level of customer service and satisfaction.
- Demonstrated verbal and written communication skills, enabling effective communication with both technical and non-technical individuals. Proficient in explaining complex concepts in a clear and concise manner to ensure customer understanding.
Planogram Team Member
Menards
09.2020 - 07.2021
- Assembled promotional displays, including quarter and full-size point of purchase displays.
- Inspected merchandise for quality and arranged proper display location on floor.
- Verified products appeared at correct locations in proper quantities.
Technical Support Specialist
Motorola Mobility - American Customer Care
01.2019 - 09.2020
- Assisted highly escalated customers in identifying issues and explained solutions to restore service and functionality.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Recorded and maintained relevant notes for each customer troubleshooting and support interactions in system for future reference and addition to knowledge base.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
Backroom/Electronics Team Member
Target
10.2015 - 01.2019
- Cleaned and stocked backroom to maintain organization of facility.
- Facilitated positive guest experience by promptly locating desired items.
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
- Operated RF scanners to track merchandise and verify contents of containers.
Education
High School Diploma -
Libertyville High School
Skills
- Technical Troubleshooting
- Network configuration
- Hardware and Software Installation
- Customer retention
- Professional telephone demeanor
- Apple Product Expertise: Extensive knowledge and hands-on experience in identifying and resolving hardware and software issues specific to Apple products
- Cisco switch and routing
- Network Security
- Lift safety
Certification
CompTIA A+ Certification, 2016
Web Application Bootcamp Certification, Northeast Iowa Community College, 2020
Timeline
Project Coordinator
Network Engineering Technologies
07.2023 - Current
Advanced Repair Agent
Geek Squad - Best Buy
02.2022 - 06.2023
Consultation Agent
Geek Squad - Best Buy
09.2021 - 02.2022
Planogram Team Member
Menards
09.2020 - 07.2021
Technical Support Specialist
Motorola Mobility - American Customer Care
01.2019 - 09.2020
Backroom/Electronics Team Member
Target
10.2015 - 01.2019
High School Diploma -
Libertyville High School
CompTIA A+ Certification, 2016
Web Application Bootcamp Certification, Northeast Iowa Community College, 2020
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