Hugo Bustos Email & Phone Number

Norwalk, Connecticut

- Hands-On support for all Computer Technology Assets: computers, laptops,Chromebooks, interactive displays, projectors, printers, smart devices, smartphones, VOIP phone handsets.- End User Account Administration for Google e-mail, Microsoft Active Directory, Microsoft Group Policy.- End User Security Administration for Microsoft Active Directory, Microsoft Group Policy Accounts- Deployment of new applications to end-user computers- Deployment of new technology assets- On site repair of devices- Resolution of closet switch related and general local area network issues- Recommendation of IT user policy and support procedure changes- Configuration and deployment of new or refurbished computer equipment to end user staff as directed.

Fairfield, Connecticut

The Certified Tech is responsible for maintaining an Inspired Selling culture in the EasyTech department that is committed to offering every customer a total solution for all his/her tech needs. The Certified Tech is responsible for ensuring the EasyTech department achieves key metrics, including profitable sales and margin, and customer satisfaction (including TSat). The Certified Tech must have technical skills and knowledge and will be required to repair computers as well as perform technical and system diagnostics and upgrades as needed.Responsibilities:•Engagement: Engages customers on the sales floor. Uses VIBE behaviors to create a buying environment. •Selling: Achieve all sales & Technology satisfaction goals. Respond and resolve customer requests and concerns •Operations: Stays current on new technologies, products and services. Perform computer repair work or diagnostics as needed Skills and Experience:•Analysis: Gathers and analyzes what they feel are the most important pieces of information needed to understand the problem or issue. Sometimes looks deeper into issues to understand the root cause of the problem or issue •Focus on Service: Searches actively for ways to improve customer service. Identifies customers' current requirements, expectations, and needs •Communication: Write and Speak with Impact: Adapts the level of detail and type of communication to the intended audience •Drive for Results: Is accountable for Tech Services Sales, Margin and TSAT. Puts in sustained effort to accomplish desired results. •Listening: Listen Attentively: Asks questions to clarify others' comments and ensure understanding of the key messages. •Establishing Trust: Show Integrity: Establishes trust with customers; is a trusted advisor and able to maintain confidentiality •Managing Execution: Work Effectively & Efficiently: Prioritizes effectively and focuses on appropriate details, so work gets done accurately

Shelton, Connecticut

Bilingual Level II (grade 15 REP 3) TSR 11/12 – 11/16 Bilingual Level II (grade 14 REP 2) TSR 3/12 – 11/12 Bilingual Level II (grade 13 REP 1) TSR 4/11– 3/12•Delivered service and support to end-users using and operating automated call distribution phone software, via remote connection and/or over the Internet•Interacted with customers’ to provide and process information in response to inquiries, concerns, and requests about products and services•Gathered customers’ information and determine the issue by evaluating and analyzing the symptoms•Diagnosed and resolved technical hardware and software issues involving internet connectivity, email clients, TV, VOIP and other•Researched required information using available resources•Followed standard processes and procedures•Identified and escalated priority issues per client specifications•Accurately processed and recorded call transactions using a computer and designated tracking software•Offered alternative solutions where appropriate with the objective of retaining customers’ and clients’ business•Organized ideas and communicated oral messages appropriate to listeners and situations•Followed up and made scheduled call backs and/or truck rolls to customers’ where necessary

Bridgeport, Connecticut

• Supervised, recruited, trained, developed, coached and communicated with all associates and managers to assess performances• Stayed current on new technologies and ensured associate understanding• Effectively coordinated and managed sales activities• Ensured a positive customer experience• Achieved store level earnings and sales goals• Ensured company presentation standards are met• Supervised store security and safety• Maintained adherence to all company policies and procedures• Performed other related duties as assigned per store manager and home office directives

Norwalk, Connecticut

•Maintained company dress code for all associates.•Participated in the Manager On Duty (MOD) Program, which requires complete understanding of all store procedures.•Walked the floor regularly to manage the floor for daily MOD responsibilities.•Addressed asset protection issues that may occur in a manner that there is neither a loss to the company nor an uncontrollable situation with the customer.•Was responsible for the protection of company assets.•Scheduled staff efficiently to maximize sales opportunities & make adjustments to schedule, as business needs dictated.•Was responsible for Store Operational Audit compliance.•Was responsible for other duties as assigned or developed by store manager.•Ensured compliance in and the execution of company sponsored training programs including Stop, Serve & Sell: Learning Management System (LMS); and Customer Experience Index (CEI)•Recruited, interviewed and involved in final selection of all department associates.•Trained associates on sales, customer service, operations, merchandising, product knowledge and monitor progress.•Ensured Leads are trained to execute all responsibilities listed for a Department Manager.•Assisted store manager with complete yearly performance evaluations for department associates: make promotional and merit increase recommendations based on performance.•Addressed any employee complaints, grievances and questions as they arise.•Executed disciplinary procedures fairly and documented corrective action properly.•Created new hire’s training schedule and follow the Training Checklist with all new hires in departments.

Norwalk, Connecticut

•Ensured customers' were provided with highest level of customer service, emphasized on courteous and knowledgeable assistance to each and every customer.•Watched, listened, interacted and followed-up with customers to ensure satisfaction and resolve issues.•Modeled customer service for associates and promoted sales whenever interacting with associates and customers'.•Ensured customers' are accurately informed of daily advertising and promotions.•Ensured compliance of companies Customer Service policies and standards.•Was accountable for increasing sales, units per transactions and transactions size in the department(s).•Conducted regular department meetings to review sales goals and targets.•Completed Department Performance Summary to track the sales performance of staff and department.•Ensured merchandise is sold at company established prices and discrepancies are addressed and authorized accordingly.•Communicated with associates regarding pertinent information on daily, event or seasonal business issues.•Ensured associates are utilizing suggestive sell techniques and adding on items to sales.•Was knowledgeable of merchandise on the floor as well as in the backroom, including verification of the current selling price•Ensured Sales Specialists posses product knowledge and keep current on all new product information.•Communicated any missed sales opportunities due to product to store manager.•Understood and facilitated the execution of company visual merchandising standards and plan-o-grams.•Ensured store is well stocked, priced and displayed per company standards to maximize the opportunity for sales and provide a pleasant and safe shopping environment.•Oversaw the maintenance of floor standards to ensure customers satisfaction.•Ensured smooth flow of merchandise from truck to backroom to sales floor.•Full Key Carrier: front / back entrances, register overrides, and cash office duties.

Norwalk, Connecticut

•Ensured customers' were provided with highest level of customer service, emphasized on courteous and knowledgeable assistance to each and every customer.•Watched, listened, interacted and followed-up with customers to ensure satisfaction and resolve issues.•Modeled customer service for associates and promoted sales whenever interacting with associates and customers'.•Ensured customers' are accurately informed of daily advertising and promotions.•Ensured compliance of companies Customer Service policies and standards.•Was accountable for increasing sales, units per transactions and transactions size in the department(s).•Conducted regular department meetings to review sales goals and targets.•Completed Department Performance Summary to track the sales performance of staff and department.•Ensured merchandise is sold at company established prices and discrepancies are addressed and authorized accordingly.•Communicated with associates regarding pertinent information on daily, event or seasonal business issues.•Ensured associates are utilizing suggestive sell techniques and adding on items to sales.•Was knowledgeable of merchandise on the floor as well as in the backroom, including verification of the current selling price•Ensured Sales Specialists posses product knowledge and keep current on all new product information.•Communicated any missed sales opportunities due to product to store manager.•Understood and facilitated the execution of company visual merchandising standards and plan-o-grams.•Ensured store is well stocked, priced and displayed per company standards to maximize the opportunity for sales and provide a pleasant and safe shopping environment.•Oversaw the maintenance of floor standards to ensure customers satisfaction.•Ensured smooth flow of merchandise from truck to backroom to sales floor.•Full Key Carrier: front / back entrances, register overrides, and cash office duties.

Norwalk, Connecticut

•Provided with highest level of customer service •Emphasized on courteous and knowledgeable assistance to each and every customer.•Watched, listened, interacted and followed-up with customers to ensure satisfaction were being met.•Ensured customers' are accurately informed of daily advertising and promotions.•Ensured compliance of companies Customer Service policies and standards.•Was knowledgeable of merchandise on the floor as well as in the backroom, including verification of the current selling price•Understood and facilitated the execution of company visual merchandising standards and plan-o-grams.•Ensured store is well stocked, priced and displayed per company standards to maximize the opportunity for sales and provide a pleasant and safe shopping environment.

Norwalk, Connecticut

•Programed and constructed installation of systems at new stores nationwide for this multi-million dollar retail company.•Ran and operated the computer help desk during office hours and on call after office hours to support incoming calls from field personnel in 40 stores nationwide.•Managed and troubleshot PC’s, application software, printers and network operations.•Installed new and remove existing workstations according to location.•Repaired or installed hardware at cooperate office or at store locations.•Replacements of existing systems with more advanced technology.•Trained and lectured employees regarding office software and equipment.•Created procedure manuals for MIS Department to follow and assist in problem solving.•Assisted in the development of the corporate website and e-mail system.•Wrote and maintained merchandising , sale reports for all management.•Maintained and created an inventory database of all computer systems for all stores and corporate office.•Confidentially maintained of all data to protect corporate assets.•Maintained procedural control of inventory by doing weekly, monthly and year-end closings.•Audited and posted daily sale balances to ensure accuracy of data files received by the corporate office.

Associate'S Degree, Bio Medical Engineering

Computer Science

Activities and Societies: L.A.S.O. (Latin American Student Organization WMVL 1620am which was the campus radio stationI was involved.