Karl Brooks Email & Phone Number

Dallas, Tx, Us

United States

Upgrade network infrastructure for major retail environments, meticulously documenting equipment serial numbers and MAC addresses to maintain accurate asset management. Install advanced access points in challenging locations, including high rafters, walk-in freezers, and external building surfaces, ensuring seamless wireless connectivity. Execute precise cable runs, exceeding 300 feet, and terminate connections to establish robust network frameworks. Operate scissor lifts and boom lifts with expertise, adhering strictly to safety protocols, including use of PPE like hard hats and steel toe boots. Manage inventory of materials and tools, proactively ordering supplies to maintain project continuity. Employ specialized tools, including hammer drills and hole saws, to effectively penetrate masonry and metal, while utilizing cable diagnostic equipment to verify network functionality.

Texas, United States

Expanded regional operations from single outpost to network of seven stores, each generating average of $1.5M in annual revenue. Spearheaded construction and setup of new locations, personally crafting tech desks and establishing robust system for technology issue resolution. Enhanced IT systems and infrastructure, developing business requirements along with technical and quality assurance specifications. Orchestrated hiring, training, and integration of new staff members, ensuring cohesive team dynamic. Collaborated with ownership to expedite administrative tasks, ensuring operational efficiency. Executed advanced diagnostic procedures for Apple device maintenance, including installation of critical hardware components and repair of various Apple products.

Texas, United States

Resolved complex technical issues across iOS, OSX, and Creative Media as Tier 2 Advisor, ensuring customer satisfaction through diligent problem-solving and effective communication. Managed escalated calls with focus on account security and safety, maintaining ownership until resolution. Assisted customers via remote software, streamlining support process and enhancing user experience. Compiled and analyzed log files to identify patterns for emerging issues, contributing to product improvement. Developed comprehensive team knowledge base with efficient, navigable links to expedite issue resolution.Exceeded performance targets by maintaining after call work (ACW) metric consistently under one minute, surpassing two-minute standard.

Mckinney, Texas, United States

Diagnosed and resolved complex technical issues for diverse customer base, ensuring clear communication throughout repair process. Set up and restored functionality to variety of technology devices, specializing in operating systems for Windows, Mac, and iOS. Managed service queues, providing customers with precise status updates and time estimates. Collaborated effectively with team members to enhance service delivery. Ensured high standard of customer service during both check-in and checkout interactions. Executed hardware repairs, including replacement of solid-state drives, motherboards, and various small components.