Eric Hansen Email & Phone Number

Austin, Texas, United States

United States

• Achieved top five percent within the company for location operational costs vs repair volume.• Managed internal ticketing system, based on urgency and age of tickets.• Reallocated to provide chat-based helpdesk support for clients based on business demands.• Diagnosed and repaired software and hardware problems on IOS / Apple phones.• Diagnosed and repaired software and hardware problems on Android phones.• Maintained targets designated by the company for; client satisfaction feedback surveys and device exchange percentages in relation to corresponding level of repair tickets on individual, store, and district levels.• Managed shipping and receiving for: parts, devices, and other equipment.• Managed contact log for clients, reaching out with status updates for part orders, repair completion, and mail-in-repair updates. • Managed, maintained, and counted part inventory monthly, consisting of more than 300 unique inventory items.• Client facing customer service interactions; using probing questions to gain info needed for repairs. • Client facing education – training of devices, applications, and peripherals.• Assisted client in password management and troubleshooting, i.e. locked out of Apple, Google, or Samsung accounts.• Reimaged devices when needed, applying software and firmware updates to resolve specific issues with devices.

Austin, Texas

• Diagnosed device issues, conveyed information to clients, established repair methods needed for resolution of client specified issues.• Maintained meticulous notes to assist in repair and resolution of issues. Used both internally and externally by coworkers and clients. • Demonstrated various techniques to assist clients in day-to-day device use, including complex interactions between various programs.• Established technical support subscriptions with clients to achieve business goals.• Assisted in device repairs, hardware, and software.• Tracked inventory levels and ordered replenished when needed for Geek Squad precinct for repair and back end operations.• Assisted clients in troubleshooting software / hardware problems.• Meet specified revenue and client satisfaction targets set by Best Buy Corporate.• Supported various models of hardware, investigated, and used problem solving skills to better support clients.• Packaged, tracked, sent/received both client units and store units for hardware repair offsite. • Facilitated communications to clients, providing them with repair updates, part cost, or other pertinent information regarding their repair.• Inspected and documented "open box" units for resale. Entailed: wiping data drives of data, reinstalling OS, and testing hardware and software attributes to ensure brand integrity and client satisfaction.

Austin, Texas

• Maintained Microsoft store atheistic integrity, ensuring shelf displays are in working order.• Established customer's lifestyle needs, in order to set them up with the perfect device.• Assisted clients in troubleshooting issues with Microsoft Accounts.• Meet specified sales goals set by Microsoft and Best Buy.• Maintained top 10% of sales numbers on a district level.