Marcus Bonilla Email & Phone Number

Kenosha, Wisconsin, United States

- Provided technical assistance and support to end-users regarding hardware, software, and network-related issues- Assisted team with internal tickets involving computer imaging and level one troubleshooting and answering user queries- Imaged and deployed computers that were user-ready with installed software, printers, and configurations to ensure the user had each resource necessary for them to work respectively to their department- Responded to user inquiries and support requests via phone, email, and in-person- Logged and tracked user issues in a help desk ticketing system, ensuring proper documentation and timely resolution- Took ownership of inventory handling of company assets- Created a new system for ticketing user machines to ensure that departments are being budgeted properly and that new machines are only issued when necessary- Assisted in deployment of system updates and upgrades to ensure the security and stability of end-user devices

Greater Milwaukee Area

– Efficiently learned three different types of software for customer operations and two types of software for store operations– Assisted with customers’ concerns and complaints regarding billing, services, and provided solutions within company guidelines– Utilized techniques to migrate all forms of conversations to an up-selling experience, while maintaining customer satisfaction– Obtained a title as an Apple Expert – an exclusive title that allowed the opportunity of knowledge provided directly from Apple– Became a primary source of assistance with the absence of supervisors

Milwaukee, Wisconsin, United States

– Managed daily operations and prioritized administrative duties to increase profitability and effectively allow client engagement – Instilled sales habits that drive business as well as promote customer satisfaction across entire staff with ongoing mentoring– Enforced company standards and procedures to ensure the branding of a growing retail chain was established and maintained– Created schedules that reflected business flow and provided coverage for peak business hours while keeping work life balance for employees– Onboarded and trained new employees and management– Demonstrated and obtained a concrete product knowledge to promote sales and encouraged all employees to do the same– Created and maintain attractive merchandise displays, following guidelines to ensure prime product placement to promote sales

Greater Milwaukee Area

Assistant Manager NOVEMBER 2013 – NOVEMBER 2017– Trained and developed multiple employees to the point of in-company promotional opportunities– Generated reports for daily, weekly, and monthly sales as requested by higher management– Followed opening, closing, and banking procedure guidelines– Received inventory and processed product placement onto salesfloor– Documented any deficiencies in business and product and reported them to management– Processed client transactions through the store POS system and captured information to adhere to client loyalty for an imminent repeat of business

Associate Of Applied Science - Computer Support Specialist, Information Technology

Education record