Miche;lle Destefano
Joppa
Summary
Detail-oriented Service Technician with proven troubleshooting skills and commitment to preventive maintenance. Expertise in diagnosing and repairing HVAC systems and water heaters, ensuring optimal performance and customer satisfaction.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Technician
Lochinvar-A.O. Smith
Lebanon, TN
11.2023 - 02.2026
- Diagnosed and repaired commercial water heaters and boilers for optimal performance.
- Performed routine maintenance checks to ensure equipment reliability and safety compliance.
- Assisted customers with technical support and troubleshooting for heating systems.
- Collaborated with team members to improve service delivery and response times.
- Trained new technicians on equipment operation, safety protocols, and best practices.
- Developed service reports documenting repairs completed and parts utilized for inventory management.
- Implemented process improvements that enhanced efficiency in troubleshooting procedures.
- Maintained up-to-date knowledge of industry standards and emerging technologies relevant to service operations.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
HVAC Service Technician
ARS
Nashville, TN
04.2021 - 10.2023
- Diagnosed and repaired HVAC-R systems to ensure optimal performance and reliability.
- Conducted routine maintenance on commercial and residential equipment, enhancing system longevity.
- Collaborated with team members to troubleshoot complex HVAC-R issues efficiently.
- Implemented best practices for energy efficiency, contributing to reduced operational costs for clients.
- Trained junior technicians on safe handling of tools and equipment in HVAC-R service tasks.
- Developed and maintained accurate service documentation for compliance and customer records.
- Improved workflow processes by integrating new diagnostic tools into daily operations.
- Provided exceptional customer service, addressing inquiries and resolving concerns promptly.
- Ensured safety compliance with thorough inspections of HVAC-R equipment and systems.
- Increased longevity of HVAC systems by performing preventive maintenance.
- Educated customers on best practices for maintaining their HVAC-R systems, promoting long-lasting functionality.
- Discussed heating and cooling system malfunctions with customers to isolate problems and verify corrected malfunctions.
- Proactively identified potential future issues during service calls, advising clients on steps to mitigate risks.
- Increased client retention by establishing strong professional relationships and addressing their concerns promptly.
- Provided detailed documentation for each job completed, supporting accurate record-keeping efforts.
- Maintained up-to-date knowledge of industry advancements, staying informed on new technologies and best practices for servicing various types of equipment.
- Enhanced system performance for clients through regular maintenance and preventive measures.
- Utilized advanced diagnostic tools to accurately determine root causes of system malfunctions, enabling targeted repairs.
- Contributed to a high standard of workmanship by following company guidelines and adhering to local codes during installations and service calls.
- Increased overall productivity by consistently completing tasks within projected timeframes, reducing need for follow-up visits.
- Collaborated with other technicians, sharing knowledge and expertise to improve overall team performance.
- Demonstrated exceptional problem-solving abilities, often troubleshooting and repairing complex HVAC-R issues under challenging conditions.
- Supported the training of junior technicians, sharing technical expertise to foster their skill development.
- Optimized energy efficiency in facilities with proper calibration and fine-tuning of HVAC-R systems.
- Developed custom solutions to address unique client needs or site constraints while meeting budgetary requirements.
- Streamlined service processes, effectively managing work orders and scheduling appointments as needed.
- Utilized pressure gauges and soap-and-water solutions to test pipe and tubing joints for leaks.
- Performed troubleshooting on HVAC systems to determine root cause of issues.
- Filled out detailed work orders for each job completed.
- Conducted maintenance service on HVAC systems to increase life expectancy of equipment and prevent costly repair work.
- Investigated major malfunctions and breakdowns of heating and air-conditioning systems and used troubleshooting to determine causes.
- Read blueprints, wiring diagrams, piping schemes and engineering specifications to diagnose and repair units.
- Worked overtime, holidays and weekends to accommodate company needs.
- Traveled to job sites for both scheduled and emergency appointments.
- Inspected and tested refrigeration systems, safety devices and controls to determine proper functionality.
- Maintained boilers, hot water systems, gas heating equipment and food service equipment.
- Closed out work orders after verifying completion with customers and reporting discrepancies discovered on job site.
- Calibrated equipment to achieve maximum efficiency.
- Installed, connected and adjusted thermostats, humidistats and timers for optimal performance.
- Repaired and maintained residential and commercial heating, air conditioning and refrigeration systems.
- Troubleshot and diagnosed issues with HVAC and refrigeration units.
- Worked on both home and business units for maintenance, repairs, and new installations.
- Assisted in maintenance, repair and installation of ventilation systems.
- Repaired, replaced and serviced both residential and commercial HVAC equipment, components, and wiring.
- Performed routine maintenance on heating and cooling systems.
- Inspected cooling systems and identified potential problems.
- Worked in strict compliance with applicable OSHA regulations and safety requirements.
- Used technical skills, tools, and techniques like soldering to repair parts.
- Kept accurate records of work activities, time, materials and faults on work orders.
- Completed thorough inspections of supporting electrical systems to assess continuity and locate faults.
- Analyzed blueprints and manufacturers' design specifications to determine HVAC equipment configuration and complete proper installation.
- Consulted with customers to trace malfunctions and identify root causes, completing speedy repairs to return full performance levels.
HVAC Helper
Kuhn AC
Nashville, TN
03.2020 - 02.2021
- Assisted HVAC technicians in installing and repairing heating and cooling systems.
- Conducted routine maintenance on HVAC units, ensuring optimal performance and longevity.
- Supported troubleshooting of system malfunctions to enhance service efficiency.
- Organized tools and equipment, maintaining cleanliness and order in work areas.
- Collaborated with team members to improve workflow and reduce downtime during projects.
- Executed safety protocols to ensure compliance with industry standards during installations.
- Enhanced customer satisfaction by delivering timely support during service calls.
- Supported company growth by maintaining a positive attitude, strong work ethic, and commitment to excellence in all tasks performed.
- Participated in ongoing training programs to stay current on industry trends, best practices, and new technology advancements in the HVAC field.
- Maximized job site efficiency with proper preparation of materials needed for each assignment according to specifications provided by senior technicians or project managers.
- Streamlined inventory management by organizing tools and equipment for easy access during job assignments.
- Collaborated with senior technicians to diagnose complex issues and implement effective solutions.
- Promoted a culture of safety by consistently following proper lockout/tagout procedures when working with electrical components of HVAC systems.
- Increased client retention through professional communication and exceptional service during routine maintenance visits.
- Strengthened client relationships through clear explanations of services rendered, addressing any concerns promptly and professionally during service appointments.
- Maintained a safe working environment by adhering to safety protocols and wearing appropriate protective gear.
- Reduced callbacks due to thorough follow-ups after installations or repairs were completed, verifying optimal system performance before leaving the worksite.
- Improved system efficiency by conducting regular maintenance on HVAC systems.
- Demonstrated attention to detail when reading blueprints or schematics for accurate installation or repair processes.
- Boosted overall team performance by contributing valuable input during problem-solving sessions focused on challenging HVAC-related issues.
- Supported environmental sustainability initiatives by properly disposing of refrigerants and other hazardous materials in accordance with regulatory guidelines.
- Ensured compliance with local building codes and regulations by adhering to industry-standard practices during all installations, repairs, and maintenance tasks.
- Contributed to successful project completion by effectively following instructions from lead technicians or supervisors.
- Read blueprints, wiring diagrams, piping schemes and engineering specifications to diagnose and repair units.
- Worked overtime, holidays and weekends to accommodate company needs.
- Filled out detailed work orders for each job completed.
- Performed troubleshooting on HVAC systems to determine root cause of issues.
- Investigated major malfunctions and breakdowns of heating and air-conditioning systems and used troubleshooting to determine causes.
- Kept accurate records of time and materials used for each job to compile into service reports.
- Traveled to job sites for both scheduled and emergency appointments.
- Conducted maintenance service on HVAC systems to increase life expectancy of equipment and prevent costly repair work.
- Inspected and tested refrigeration systems, safety devices and controls to determine proper functionality.
- Closed out work orders after verifying completion with customers and reporting discrepancies discovered on job site.
- Maintained tools and equipment in good working condition.
- Cleared work sites of hazardous items.
- Followed safety protocols on job sites.
- Set up ladders and other access equipment.
- Disassembled broken, defective, and worn out equipment to aid with repairs.
- Followed safety protocols and best practices for installation, maintenance, or repair work..
- Diagnosed problems with electrical systems and rewired components to restore safe flow of electricity.
- Maintained detailed installation records for customer and company use.
- Answered customer questions and helped resolve various concerns.
- Troubleshot various types of equipment during installation and processes.
- Inspected and tested equipment for conformance with specifications.
- Operated variety of power tools and hand tools.
- Inspected and tested machinery and equipment to diagnose malfunctions.
- Trained customers on how to use, configure and maintain installed equipment.
- Completed preventive maintenance on machines to enhance production and maintain quality.
Retail Department Manager
K Mart
Nashville, TN
10.2010 - 02.2018
- Led team in achieving sales targets through effective merchandising and inventory management.
- Developed training programs to enhance staff performance and customer service skills.
- Implemented process improvements to streamline operations and reduce stock discrepancies.
- Oversaw daily store operations, ensuring compliance with company policies and procedures.
- Analyzed sales data to identify trends and adjust strategies for maximum profitability.
- Fostered a collaborative team environment, driving engagement and employee retention initiatives.
- Managed vendor relationships to optimize product selection and pricing strategies.
- Maintained a visually appealing department layout that effectively showcased products and enticed customers to make purchases.
- Increased customer satisfaction by providing exceptional service and addressing customer concerns promptly.
- Led meetings with store management to discuss goals, challenges faced within the department as well as successful tactics to be implemented across the organization.
- Ensured compliance with company policies, procedures, and safety standards throughout all aspects of department operation.
- Collaborated with other department managers to develop cross-functional promotions that drove store-wide sales growth.
- Implemented loss prevention measures that significantly reduced instances of theft or damage within the department.
- Maximized profitability by optimizing pricing strategies, promotional activities, and product placements within the department.
- Improved stock management processes by implementing an accurate tracking system that minimized discrepancies between physical inventory counts and recorded data.
- Boosted employee morale through recognition programs, resulting in increased productivity and overall job satisfaction.
- Conducted regular performance evaluations for staff members, identifying opportunities for improvement and offering constructive feedback.
- Reduced employee turnover rate through establishing a positive work environment and fostering strong team dynamics.
- Managed budgets responsibly, ensuring optimal allocation of resources for staffing, inventory purchases, and marketing initiatives.
- Managed the hiring process for new employees, ensuring a thorough screening of candidates and selecting top-quality talent to join the team.
- Established an effective communication channel within the team which led to smoother coordination and task delegation.
- Streamlined department operations by implementing efficient merchandising strategies and inventory management techniques.
- Enhanced sales performance with effective staff training and development programs, focusing on product knowledge and upselling techniques.
- Built strong relationships with vendors to negotiate favorable terms for product purchases, ensuring quality merchandise at competitive prices.
- Resolved escalated customer complaints professionally and diplomatically, ultimately turning dissatisfied shoppers into loyal patrons.
- Developed comprehensive sales forecasts based on historical data analysis which allowed for better planning of inventory levels and seasonal adjustments.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Defined clear targets and objectives and communicated to other team members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Retail Sales Associate
Wal Mart
Nashville, TN
08.2008 - 12.2009
- Delivered exceptional customer service, enhancing shopping experiences and fostering loyalty.
- Maintained accurate inventory levels through diligent stock management and organization.
- Assisted in training new associates on company policies and customer service standards.
- Executed effective merchandising strategies to promote products and maximize sales potential.
- Resolved customer complaints promptly, ensuring satisfaction and retention of clientele.
- Streamlined checkout processes, reducing wait times and improving overall store efficiency.
- Implemented loss prevention measures, safeguarding store assets while promoting a secure shopping experience.
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
- Consistently met personal sales goals through proactive engagement with customers and upselling techniques when appropriate.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
- Supported store leadership in implementing new merchandising strategies to improve product positioning.
- Greeted customers and provided outstanding customer service.
- Handled customer complaints with empathy and patience, resolving issues to maintain positive store reputation.
- Participated in periodic inventory counts to maintain accurate stock levels.
- Managed cash register, ensuring accurate transactions and safeguarding against losses.
- Collaborated with team members to meet daily sales targets, contributing to overall store success.
- Engaged with customers on sales floor, offering assistance and improving shopping experience.
- Coordinated with stock team to expedite restocking of high-demand items.
- Assisted in setting up promotional displays to attract customer attention and boost sales.
- Fostered positive shopping environment, greeting customers warmly and providing personalized assistance.
- Utilized product knowledge to make recommendations, tailoring suggestions to customer needs.
- Supported store management in planning and executing seasonal promotions and sales events.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed efficient cash register operations.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Education
Associate of Science - HVAC/R Technology
Tennessee College of Applied Technology
Nashville, TN03-2020
GED -
East St. John High School
Reserve, LA10-1997
Skills
- Installation and repair
- Attention to detail
- Preventive Maintenance
- Customer service
- Work with minimal supervision
- Valid Driver's license
- Punctual and reliable
- Troubleshooting skills
- Flexible and adaptable
- Problem and issue resolution
- Power tool proficiency
- Repair techniques
- Documentation and reporting
- Equipment troubleshooting
- OSHA requirements
- Diagnostic testing
- Professional and courteous
- Quality assurance
- Hand tool expertise
- Equipment inspection
- Analytical thinking
- Diagnostics expertise
- Time tracking
- Customer relationship management
- Inventory management
- Electrical systems
- HVAC systems
- Troubleshooting
- Safety procedures adherence
- Document management
- Testing and evaluation
- Diagnostics skill
- Technical support
- Client relationship management
- Mechanical tools
- Verbal and written communication
- Hand tools
- System upgrades
- Inventory control
- Equipment maintenance
- Emergency response
- Client education
- After-sales support
- Cost estimations
- Service call response
- Technical training sessions
- Service ticket accuracy
- Troubleshooting and analysis
- Hand tools proficiency
- Testing and analysis
- Power tool mastery
- Maintenance and repair
- Warranty repair
- Troubleshooting and Diagnostics
- Troubleshooting and diagnosis
- Problem-solving
- Diagnostics and troubleshooting
- System repairs
- Safety management
- Multitasking
- Teamwork and collaboration
- Active listening
- Component repairs
Certification
Associate Degree in HVAC/R Technology.
EPA 608 Universal Certification ( Type Core, 1, 2, and 3)
Timeline
Service Technician
Lochinvar-A.O. Smith
11.2023 - 02.2026
HVAC Service Technician
ARS
04.2021 - 10.2023
HVAC Helper
Kuhn AC
03.2020 - 02.2021
Retail Department Manager
K Mart
10.2010 - 02.2018
Retail Sales Associate
Wal Mart
08.2008 - 12.2009
Associate of Science - HVAC/R Technology
Tennessee College of Applied Technology
GED -
East St. John High School