Thomas Ipock
Summary
Experienced technical specialist with a diverse background in customer support, field training, installation, and sales. Skilled in diagnosing and resolving technical issues, training installers, and providing exceptional customer service across various industries. Adept at delivering technical training for both internal teams and customers, with hands-on experience in welding, product installation, and system troubleshooting. Strong background in electrical systems training and computer sales, with a proven ability to communicate technical information clearly and effectively. Committed to continuous learning and delivering high-quality service in dynamic environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Support/Trainer
PartsRec
05.2024 - Current
- Provided customer support via phone, email, and chat to address product inquiries, system issues, and training questions.
- Trained customers on product usage, system integrations, and best practices to maximize product effectiveness.
- Delivered training programs for new hires on customer service protocols, product knowledge, and troubleshooting techniques.
- Created training materials and conducted workshops for internal teams and customers.
- Collaborated with dev teams to relay customer feedback and contribute to product enhancements.
- Facilitated virtual, in-person and blended learning sessions.
Technical Support Specialist
Lutron Electronics
06.2022 - 05.2024
- Provided phone, email, and chat support to troubleshoot technical issues with Lutron products.
- Diagnosed and resolved hardware, software, and network-related problems.
- Assisted customers with product installation, configuration, and system updates.
- Trained new agents on Lutron systems, electrical safety, and wiring protocols.
- Collaborated with engineering teams to escalate complex issues and improve product design.
- Developed training materials and troubleshooting guides to enhance service efficiency.
- Helped streamline repair processes and update procedures for support action consistency.
- Generated reports to track performance and analyze trends.
Advanced Repair Agent
Geek Squad
- Diagnosed and repaired hardware and software issues for a variety of consumer electronics, including computers, phones, and home entertainment systems.
- Provided customer support, troubleshooting issues, and advising on preventative maintenance and system optimization.
- Trained customers on device setup, usage, and basic troubleshooting to improve product longevity and customer satisfaction.
- Assisted in training new team members on repair techniques, safety protocols, and customer service best practices.
- Collaborated with internal teams to stay updated on new technology trends and repair methodologies.
- Ensured compliance with company policies and repair standards, maintaining a high level of service quality.
C.A.
Geek Squad
10.2019 - 09.2022
- Provided front-line customer support, assisting with product troubleshooting, diagnostics, and repair intake for various consumer electronics.
- Educated customers on product care, system setup, and basic troubleshooting techniques to enhance user experience and prevent future issues.
- Assisted in training new agents on customer service protocols, diagnostic procedures, and product knowledge.
- Managed repair orders, ensuring accurate documentation and clear communication with customers throughout the repair process.
- Collaborated with repair teams to prioritize cases and provide timely updates to customers.
- Maintained a high level of customer satisfaction by delivering efficient service and personalized support.
Field Technical Support Specialist II
Tesla
02.2021 - 03.2022
- Provided remote technical support, diagnosing and resolving complex hardware, software, and network issues for installation teams.
- Trained installers on system integration, product configuration, and troubleshooting techniques to ensure successful installations and optimal performance.
- Developed and delivered training materials, workshops, and documentation to enhance installers' technical skills and product knowledge.
- Collaborated with engineering and product development teams to address technical challenges and provide feedback for product improvement.
- Documented support interactions and solutions to create a knowledge base for installers and internal teams, facilitating continuous improvement.
Sales Associate
Sprint
07.2018 - 02.2021
- Provided exceptional customer service by assessing customer needs and recommending suitable wireless products and services.
- Achieved and exceeded sales targets through effective product demonstrations and persuasive communication.
- Assisted customers with account setup, plan changes, and troubleshooting device issues to enhance their overall experience.
- Trained new sales team members on product knowledge, sales techniques, and customer engagement strategies.
- Collaborated with team members to maintain store presentation, inventory management, and promotional displays.
- Developed strong customer relationships, fostering loyalty and repeat business through personalized service.
Technician
Gibson Construction of Nevada, Inc
06.2016 - 05.2017
- Assisted in the installation of construction products and systems, ensuring quality and compliance with project specifications.
- Conducted welding tasks for various construction applications, adhering to safety standards and quality control measures.
- Collaborated with project teams to coordinate installation schedules and ensure timely project completion.
- Trained new technicians on installation techniques, welding procedures, and safety protocols to promote a safe work environment.
- Maintained accurate documentation of installation processes and project progress to support project management efforts.
Multiple postilions
Best Buy
05.2013 - 06.2016
- Delivered exceptional customer service by assessing customer needs and providing tailored recommendations.
- Demonstrated product features and benefits, effectively communicating technical specifications to enhance customer understanding.
- Achieved and exceeded sales targets through persuasive sales techniques and maintaining up-to-date knowledge of industry trends and new technologies.
- Assisted customers with setup and troubleshooting of computer systems, ensuring a seamless experience and customer satisfaction.
- Trained new sales associates on product knowledge, sales strategies, and customer engagement practices to foster a knowledgeable team.
- Collaborated with team members to maintain store presentation, inventory management, and promotional displays.
Education
Electrical Course Diploma - Electrical
ATI Technical Training Center
las vegas, NV10.2021
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College of Southern Nevada
01.2011
Skills
- Equipment Repair
- Technical Troubleshooting
- Customer Service
- Team Leadership
- Employee Training
- Microsoft Office
- Remote Support
- Teamwork and Collaboration
- Oral and written communications
- User Training
- Multitasking
- Time Management
Certification
- Challenger Challenger, Challenger is an advanced course designed for sales professionals, sales managers, and business leaders who want to take their sales skills to the next level by mastering the Challenger Sale methodology. This course delves deep into the principles and practices of the Challenger Sale, focusing on the art of gaining control in customer conversations. Participants will learn how to effectively challenge the status quo, lead discussions, and influence customer decisions to achieve exceptional sales results.
- Osha 10, osha
Timeline
Customer Support/Trainer
PartsRec
05.2024 - Current
Technical Support Specialist
Lutron Electronics
06.2022 - 05.2024
Field Technical Support Specialist II
Tesla
02.2021 - 03.2022
C.A.
Geek Squad
10.2019 - 09.2022
Sales Associate
Sprint
07.2018 - 02.2021
Technician
Gibson Construction of Nevada, Inc
06.2016 - 05.2017
Multiple postilions
Best Buy
05.2013 - 06.2016
Advanced Repair Agent
Geek Squad
Electrical Course Diploma - Electrical
ATI Technical Training Center
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College of Southern Nevada
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