Ken Johnson Email & Phone Number

Brick, Nj, Us

Woodbridge, New Jersey, United States

Woodbridge, New Jersey, United States

Woodbridge, New Jersey, United States

Woodbridge, New Jersey

Holmdel, New Jersey

-Performing troubleshooting for all customers using legacy FSM products-Implementation of solutions for legacy products, including manipulation of SQL databases and basic network configuration-Migrating customers from legacy FSM products to WorkWave Service, including data manipulation and preparation when required-Providing support for all customers using WorkWave Service-Submission of internal and external defects and feature requests to Engineering/Product teams in regards to WorkWave Service

Eatontown, New Jersey

Brick, New Jersey

-Analysis of key performance metrics and business drivers to identify performance strengths and gaps-Leading and coaching of Precinct Agents and Sales Floor Associates on latest technology and Geek Squad Services Portfolio to drive revenue-Scheduling Agents according to necessity, growth indicators, and drive times-Following up and obtaining feedback on client satisfaction via Net Promoter Score-Creating custom solutions based on client escalations-Promoting Agent Experience with tailored development plans based on Agent feedback and performance-Worked with GM to identify opportunities in Precinct, Installation Bay, and Sales Floor to enhance client experience in-store and in-home-Partnered with GM to help increase non-operating profits on monthly P&L-Assisted with and performed repairs on client units as necessary

Brick, New Jersey

-Leading and coaching of Precinct Agents-Troubleshooting and repairing client and store product including PC, Macintosh, cell phones, tablets, and home theater equipment.-Monitoring communication and repair queues (in-store and out of store)-Planning and scheduling of solutions based on client needs-De-escalation of clients when issues arise-Reported bugs for any internal tools to MRI Tools Team for evaluation and patches when possible

-Accurately troubleshooting and diagnosing client product with speed-Maintaining proficient knowledge in past and latest consumer technology-Tailoring repair solutions towards client needs-Updating and informing clients on current repair processes-Testing and qualifying open-box product for resale

Prioritized all customer on-site orders based on pick-up timePerformed functions to open/close the Photo LabDeveloped, priced, and packaged all photo orders receivedOperated all equipment and technology associated with the Photo LabTroubleshoot machine issues and malfunctions as neededMaintained customer confidentialityAssisted customers with questions and problemsAssisted customers with deciding/designing the product to their needs

Handled monetary transactions between customers and the organizationGuided and solved queries of customer

Bachelor Of Science - Bs, Computer Software Engineering

General Education, Computer Science

Participated in Judo Club for Fall 2012 semester, and honored on Dean's List between Fall 2012-Fall 2013 (3 semesters).