KEVIN XIONG
Portland
Summary
Technical Support Specialist | Apple Certified Technician
- Expertise: Advanced Windows/macOS troubleshooting, USB-C, Bluetooth & RF Wireless standards.
- Experience: 5+ years in hardware diagnostics, Tier 2 escalation management, and B2B support.
- Leadership: Current Sales Supervisor at Best Buy, specializing in "Voice of the Customer" feedback and team mentorship to resolve complex technical friction points.
Overview
5
5
years of professional experience
Work History
Experience Supervisor
Best Buy
07.2025 - Current
- Serve as the final point of contact for complex technical and service issues, resolving "Tier 2" style escalations with a focus on customer retention and satisfaction.
- Lead and train a team of associates on the latest hardware trends, including Logitech’s enterprise-grade mice, keyboards, and streaming solutions.
- Provide feedback to precinct and corporate leadership regarding product failure trends and customer software pain points.
Advanced Repair Agent/Counter Agent
Best Buy/Geek Squad
11.2022 - 11.2023
- Performed deep-dive troubleshooting for enterprise and consumer hardware, specializing in USB-C, Bluetooth, and RF wireless connectivity across Windows and macOS environments.
- Collaborated with team members to diagnose and troubleshoot technical problems, delivering effective solutions.
- Maintain a high level of technical expertise through ongoing training and professional development.
- Balanced technical repair with a strong customer service ethic, consistently meeting goals for high-stakes business clients.
Assistant Store Manager/Technician
Brainwave Computers
09.2020 - 09.2022
- Acted as the Tier 2 escalation point for complex hardware failures, specializing in motherboard BIOS configurations, USB/Bluetooth controller conflicts, and driver-level software issues.
- Documented technical workflows and hardware configurations using knowledge management systems to ensure team-wide consistency.
- Conducted technical discovery sessions with business and professional clients to assess hardware needs, translating complex technical specifications into tailored "IT Office" solutions.
- Led a team of technicians, guiding emerging technologies, connectivity standards (RF/Bluetooth), and peripheral integration.
Education
Highschool Diploma -
Reynolds High School
Troutdale, Oregon01-2018
Skills
- Apple Certified Technician
- Communication Skills (Written & Verbal)
- Advanced Troubleshooting
- OS Expertise (MacOS, Win10, Win11)
- Manager Experience
- Demonstrated Ability to excel at team-oriented tasks
- Extensive Knowledge of Hardware components and Compatibility
- Salesforce Experience
- Proficient in Microsoft Excel
- Strong Documentation
- Office 365 Expertise
Timeline
Experience Supervisor
Best Buy
07.2025 - Current
Advanced Repair Agent/Counter Agent
Best Buy/Geek Squad
11.2022 - 11.2023
Assistant Store Manager/Technician
Brainwave Computers
09.2020 - 09.2022
Highschool Diploma -
Reynolds High School