The position of Geek Squad Deputy Manager of Counter Intelligence is directly responsible for providing a wide range of information technology and computer troubleshooting services directly to retail and corporate clients to ensure the highest quality of customer service satisfaction when servicing company products, providing warranty servicing, and resolving client issues at a managerial level in a satisfactory fashion. More specifically, these responsibilities include:• Managing a staff of 15 computer service support personnel in the day-to-day operations of the Geek Squad Department, Customer Service Department, and Auto-Tech Bay.• Supervising Geek Squad Agents and Customer Service Representatives to ensure high level of professionalism and quality of service.• Monitoring service order turn time and client satisfaction.• Working with store management to meet departmental sales objectives and deadlines.• Securing high-value goods, maintaining client information confidentiality, and minimizing theft in multiple departments.• Entrusted with restricted access to and distribution of high volume inventory.• Interpreting consumer trends for product selection and orientation.• Monitoring and tracking store inventory and sales.• Investigating computer hardware and software issues relating to personal and business applications.Technical skills and applications:• Installation of all notebook and desktop hardware subsets including motherboards, CPUs, heat sinks, LCD displays, etc.• Cat 5, 5e, 6 and other networking installation including cable management, termination, etc. • Network trouble shooting including knowledge of TCP/IP protocols, port assignments, management, and security.• Data migration and recovery using tools such as Symantec Ghost and Acronis True Image.• Mac OSX and Window OS trouble shooting.• Windows OS structure including knowledge of registry and system files.• Basic Java Programming.

As a Customer Support Analysts for Sage Payment Solutions, I was responsible for:• Troubleshooting issues during the installation and use of Sage Payment Solution products.• Providing clear and concise resolutions to minimize multiple phone calls.• Training new customers around the use and capabilities of the Virtual Terminal.• Monitoring ticket based systems for client issues.