Summary
Overview
Work History
Education
Skills
Timeline
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Ricardo Gonzalez

Columbus,OH

Summary

Logical solution focused IT professional with 4 years of remarkable experience in providing comprehensive technical support to clients. Adept at leveraging superior analytical thinking skills to prioritize tasks, identify technical issues, and provide timely resolutions. Possess incomparable communication abilities to convey innovative ideas to diverse audiences of varying technical expertise

Overview

4
4
years of professional experience

Work History

Geek Squad Home Theater Technician

Geek Squad
Columbus, Ohio
07.2022 - 04.2024
  • TV Mounting and Setup: Expertly mounted and set up TVs to meet client preferences.
  • AV System Configuration: Configured AV systems, including soundbars and receivers, to enhance audio-visual experience.
  • Smart Home Installation: Installed and configured smart home devices for automation and security.
  • Troubleshooting: Diagnosed and resolved issues with installed electronics to ensure optimal functionality.
  • Performance Metrics: Achieved sales and efficiency goals to ensure customer satisfaction.

Geek Squad Senior Agent

Geek Squad
Columbus, Ohio
05.2021 - 07.2022
  • Team Leadership: Managed a team of 12 agents, monitored metrics and provided targeted coaching to drive performance.
  • Technical Expertise: Conducted back-of-house repairs on laptops, desktops, and iPhones.
  • Client Satisfaction: Handled escalated client issues, ensuring satisfaction and achieving record-high NPS scores.
  • Operational Excellence: Implemented strategies to optimize processes, enhancing efficiency and service delivery.

Geek Squad Consultation Agent

Geek Squad
Columbus, Ohio
11.2019 - 05.2021
  • Troubleshooting Expert: Skilled in diagnosing and resolving hardware and software issues across diverse electronic devices.
  • Revenue Generation: Surpassed $60/hr revenue goal through efficient provision of technical support services.
  • Efficiency: Consistently met and exceeded ticket creation quotas while upholding high service standards.
  • Client Satisfaction: Maintained NPS above 90%, indicating exceptional customer satisfaction.

Education

Associate of Science in Information Technology -

Columbus State Community College
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05-2025

Skills

  • Technical Troubleshooting
  • Customer Service
  • Team Leadership
  • Performance Management
  • Process Optimization
  • Complex Problem Solving
  • Technical Repair
  • Conflict Resolution
  • Coaching and Mentoring

Timeline

Geek Squad Home Theater Technician

Geek Squad
07.2022 - 04.2024

Geek Squad Senior Agent

Geek Squad
05.2021 - 07.2022

Geek Squad Consultation Agent

Geek Squad
11.2019 - 05.2021

Associate of Science in Information Technology -

Columbus State Community College

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Ricardo Gonzalez