Mauricio Diaz
Summary
IT Support Technician with hands-on experience in enterprise and retail technical support environments. Skilled in Windows/macOS/Linux troubleshooting, Active Directory, device imaging, antivirus/security tools, and customer-facing technical support. Proven ability to resolve hardware/software issues, support end users, and manage device deployments. Bilingual in English and Spanish with strong communication and problem-solving skills. Resourceful IT professional with over four years of experience in technical support and team collaboration. Known for effective listening, adaptability, and a strong commitment to client satisfaction, driving successful resolutions in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Computer Consultant II
USC Dornsife College of Letters, Arts and Sciences
Los Angeles, California
01.2023 - Current
- Delivered technical support via phone, email, and in-person to faculty and staff across departments, ensuring prompt issue resolution.
- Assessed technical needs of users and recommended effective solutions.
- Answer and document incoming Help Desk phone calls, chat messages, and walk-ins.
- Diagnosed and fixed printer issues for users. Windows and Apple hardware, software, and peripheral issues.
- Troubleshoot and resolve printer issues.
- Provide detailed work notes within the ticketing system.
- Coordinated ticket routing and assignment in supervisor's absence to maintain support continuity.
- Support research laboratories by configuring, maintaining, and retrofitting systems connected to specialized scientific instruments and imaging equipment.
- Delivered IT support to the Dean's Office, ensuring timely resolution of technical issues.
Geek Squad Consultation Agent
Best Buy Co Inc.
West Hollywood, CA
06.2019 - Current
- Improved customer satisfaction by finding creative solutions to problems.
- Positively engage with the client during the check-in and check-out process.
- Ask probing questions, listen and record details, and offer an accurate time estimate for next steps.
- Monitor queues and provide status update to clients.
- Clearly communicate with team members.
- Support Geek Squad efforts to protect the world, one device at a time.
- Ensure no client is ever left unserved or underserved.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Earned reputation for good attendance and hard work.
- Worked closely with clients troubleshooting issues "over the counter." Provided over the phone tech support from internet issues to router and printer issues.
- Gained relationships with clients in order to help them with better understanding of technology.
Geek Squad Advanced Repair Agent
Best Buy Co Inc.
West Hollywood, CA
06.2019 - Current
- Perform diagnostics and navigate requested and recommended repairs in a timely fashion.
- Phone and in-person contact with clients to reveal diagnostic discoveries and make recommendations for protecting and defending client devices.
- Partner with other team members to ensure proper documentation of client requests.
- Partner with other team members to ensure proper documentation of client requests.
- Implemented company policies,technical Procedures, and standards for preserving the integrity and security of data,reports, and access of client devices
- Consistently met deadlines and requirements for all client/store work orders.
- In charge of overseeing all repairs on client computers and devices
- Resolve virus and malware issues with a 100 % success rate.
- Restore data, operating systems, files,documents,and drivers.
- Resolve hardware and software issues with printers,word processing,emails,and operating systems.
- Installed system software,including mac and pc os, anti-virus software,word processing, etc.
- Resolved computer hardware,software,printing,installation, and word processing,email and operating systems issues.
Geek Squad Supervisor
Best Buy
West Hollywood, CA
06.2019 - Current
- Helps drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions to their needs.
- Assists Geek Squad Manager or independently assigns staff for client assistance, diagnosis, repair, service, and follow up.
- Communicates department goals and other pertinent company information to members of the Precinct in a clear, accurate, and timely manner.
- Works with clients directly to ensure staff is assisting customers with service and repair issues while achieving department goals. Handles escalated client service issues.
- Provides ongoing coaching and acts as consultant to Precinct Agents and other store personnel as needed to achieve goals and high standards of customer service.
- Provides work direction, training and development for a team of Diverse Agents. Monitors Agent skill set achievement
- Assists Clients per SOP to solve their technology needs which range from setting up new services on a new product/solution, to fixing/troubleshooting or repairing a solution we’ve already sold
- Assists the General Manager/Geek Squad Manager with recruiting, hiring, and retaining a diverse Agent workforce in line with headcount guidelines
IT Technician Intern
PUC Schools
Burbank, CA
04.2016 - 06.2018
- Imaged OS and software deployments throughout system and addressed any implementation concerns.
- Earned reputation for good attendance and hard work.
- Update, Verify, and enter IT assets in inventory
- Respond to helpdesk tickets and tasks
- Maintain student computer fleet
- Test, maintain, and monitor computer programs and systems, including coordinating the installation of computer programs and systems
- Improved customer satisfaction by finding creative solutions to problems.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Recognized by management for providing exceptional customer service.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Troubleshot and resolved issues with peripheral devices such as printers and copiers for end users.
- Assisted team with setting up technical equipment
- Assist teachers/staff/students with any technical issue via ticket system.
Education
-
Google IT Support Certificate
Los Angeles, CAHigh School Diploma -
John Marshall High School
Los Angeles, CABachelor of Arts - Communication Disorders And Science
California State University Northridge
Northridge, CASkills
- Asset management
- Operating systems expertise
- Ticket management
- Hardware configuration
- Remote support
- Problem solving
- Apple Certified iOS Repair Technician
- MacOS Repair Technician
- Experience de-escalating client issues and conflict resolution
- Able to adapt to challenge and change
- IT documentation
- Team collaboration
- Effective listening
- Data recovery
- Technical troubleshooting
- Knowledgeable in Mac/PC/Linux
- Hardware troubleshooting
- Bilingual (Spanish and English)
- Active Directory
References
EZEQUIEL GUERRA, IT TECHNICAN OF PUC CALS Charter Middle & Early College High School
(818) 795 -6514
Jerman Casas, IT Manager for PUC National
(818) 478-2117
Julio Alba, Best Buy GeekSquad Manager
(323) 501-7370
Albert Rodriguez, Senior Computer Consultant Specialist
(909) 470-4613
Timeline
Computer Consultant II
USC Dornsife College of Letters, Arts and Sciences
01.2023 - Current
Geek Squad Consultation Agent
Best Buy Co Inc.
06.2019 - Current
Geek Squad Advanced Repair Agent
Best Buy Co Inc.
06.2019 - Current
Geek Squad Supervisor
Best Buy
06.2019 - Current
IT Technician Intern
PUC Schools
04.2016 - 06.2018
-
Google IT Support Certificate
High School Diploma -
John Marshall High School
Bachelor of Arts - Communication Disorders And Science
California State University Northridge