Morgan Beilman
Stevensville,MI
Summary
A technical support professional, prepared to address and resolve user issues effectively. Background in troubleshooting software and hardware, providing timely solutions, and enhancing user satisfaction. Focused on team collaboration and achieving results, adaptable to changing needs, and reliable in high-pressure environments. Skilled in communication and technical problem-solving.
Overview
19
19
years of professional experience
Work History
Help Desk Associate Analyst
TTEC
Remote
08.2023 - 07.2026
- Diagnosed and resolved technical issues related to hardware and software, maintaining high standards of user satisfaction.
- Maintained comprehensive logs of customer communications and technical resolutions in ticketing system to facilitate effective issue management.
- Assisted in training new associates on best practices for customer service and technical procedures.
- Analyzed recurring technical issues to identify trends and recommend proactive solutions to management.
- Reduced call handle time with effective communication and problem-solving skills, with consistent 100% QA scores.
- Conducted thorough assessments and deployed new resources to optimize and simplify existing processes.
Geek Squad Manager
Best Buy, Geek Squad
Benton Harbor, MI
02.2021 - 06.2023
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by keeping detailed records of progress and identifying and rectifying areas for improvement.
- Created individualized development plans to better employee skills and drive productivity.
- Delivered marked increase in Client satisfaction measured through NPS results.
Advanced Repair Agent
Geek Squad
Benton Harbor, MI
01.2016 - 02.2021
- Configured hardware, devices and software for consumer client needs.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Managed clients' expectations of support and technology functionality in order to provide positive user experience.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Trained and mentored upwards of 15 associates.
- Worked remotely from home during early stages of pandemic, to ensure Geek Squad presence for clients, despite physical locations being closed.
Counter Intelligence Agent
Geek Squad
Benton Harbor, MI
01.2012 - 01.2016
- Acted as front line for clients to assist with their technological issues or needs.
- Responsible for meeting revenue goals for appropriate services.
- Utilized technological knowledge to diagnose and recommend solutions for various software and hardware.
- Established and maintained deadlines and expectations to deliver world class experiences for clients.
- Responsible for protecting clients' personal property and data.
Sales Associate
Best Buy
Benton Harbor, MI
01.2011 - 01.2012
- Communicated with customers to understand needs and recommend appropriate solutions.
- Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
- Identified client needs, built relationships and overcame objections to drive sales.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Answered questions about store policies and concerns to support positive customer experiences.
- Routinely lead Market in Services sales.
Asset Protection Specialist
Best Buy
Battle Creek, MI
03.2007 - 01.2011
- Reviewed CCTV and audited EAS and exception reports to identify dishonest activity, theft and fraud.
- Leveraged surveillance and intelligence-led tactics to foster safety and security while minimizing company loss.
- Reported hazardous or unsafe conditions to management to reduce risk of injury.
- Controlled reduction of loss inventory by protecting company assets.
- Wrote reports for internal and external crime, burglary or theft.
- Contacted local authorities and apprehended shoplifters.
Skills
- Technical support
- Relationship development
- Staff education and training
- Customer relations and complaint resolution
- Process improvement
- Sales expertise
- Hardware and software troubleshooting
- Time management
- Strategic planning
- Verbal and written communication
Timeline
Help Desk Associate Analyst
TTEC
08.2023 - 07.2026
Geek Squad Manager
Best Buy, Geek Squad
02.2021 - 06.2023
Advanced Repair Agent
Geek Squad
01.2016 - 02.2021
Counter Intelligence Agent
Geek Squad
01.2012 - 01.2016
Sales Associate
Best Buy
01.2011 - 01.2012
Asset Protection Specialist
Best Buy
03.2007 - 01.2011