Kenneth Harvey
Downey,CA
Summary
Highly skilled professional with robust background in troubleshooting, software and hardware installation, and network support. Display strong abilities in problem-solving, customer service, and technical communication. Proven track record of enhancing performance and reducing downtime across various work settings. Known for adapting quickly to new technologies and mastering innovative tools.
Overview
12
12
years of professional experience
Work History
It/ Repair Technician
Best Buy
Downey, California
10.2018 - 05.2024
- Configured routers, switches and wireless access points for LANs and WANs.
- Performed internal vulnerability scans to harden client systems against intrusion and malicious activity.
- Maintained composure and patience in face of difficult client situations, applying de-escalation techniques and positive customer support.
- Set up user profiles on client machines according to established standards.
- Responded quickly to emergency situations involving outages or data loss scenarios.
- Tracked service requests through Best Buy’s own ticketing system called FMS( Feild Management Service) similar to Sevice Now or Remedy.
- Acted as single point of contact for customers during technical faults and security-related events.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Consulted via telephone or on site to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
- Maintained positive working relationship with fellow staff and management.
- Assisted with the deployment of new applications and updates to existing applications.
- Resolved hardware issues including replacing parts as necessary.
- Provided recommendations on hardware purchases based on client requirements.
- Managed inventory of assets such as parts for repairs as well as product from Best Buy that clients may need to purchase for overall client satisfaction
- Safely delivered and Installed TV, AV equipment as well as configured hardware, software, systems, networks, printers, and scanners.
- Operated a variety of machinery and tools safely and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Supervisor
Best
Downey, California
02.2012 - 10.2018
- Managed budget for department, ensuring all expenses stayed within allocated funds.
- Managed team of 40 employees, ensuring high productivity and quality standards were met.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Implemented quality control measures, significantly reducing error rates.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Collaborated with other departments to coordinate workflow processes between teams.
- Facilitated training sessions for new employees on company policies and procedures.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Created new strategies for improving customer service standards within the organization.
- Monitored employee productivity to provide constructive feedback and coaching.
- Monitored operations and reviewed records and metrics to understand company performance.
- Managed scheduling for staff, ensuring adequate coverage during peak times.
- Responded to customer questions regarding products, prices and availability.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Performed weekly inventory checks to ensure sufficient stock levels for all products based on sales trends and advertising promo’s
Education
High School Diploma -
Downey High School
Downey, CA06-2005
Skills
- Application installations
- System performance optimization
- Network maintenance
- Incident management
- Software configuration
- Software updating
- IT documentation
- AV equipment management
- Troubleshooting and Diagnostics
- User training
- Desktop technical support
- Operating system management
- Technical support
- Information security
- Software deployment management
- Inventory control systems
- Hardware installation
- IT asset management
- Network troubleshooting
- Wireless networking
- Mobile device management
- Remote support
- Schedule development
- Relationship building
- Department organization
- Goal oriented
- Expectation setting
- Documentation and reporting
- Business administration
- Decision-making
- Workflow management
- Software experience
- Employee development
- Staff management
- Coaching and mentoring
- Inventory control
- Verbal and written communication
- Staff development
- Safety protocols
- Complex Problem-solving
- Conflict resolution
- Attention to detail
- Analytical thinking
- Customer service
- Negotiation
- Quality control
- Public speaking
- Task delegation
- Strategic planning
- Performance management
Timeline
It/ Repair Technician
Best Buy
10.2018 - 05.2024
Supervisor
Best
02.2012 - 10.2018
High School Diploma -
Downey High School