Customer service professional transitioning to IT support with hands-on experience troubleshooting technical issues and training team members on new systems
Currently pursuing CompTIA A+ certification with strong foundation in Windows 10/11, basic networking, and remote support tools
Proven ability to resolve high-volume customer requests while maintaining 96% satisfaction rating and documenting solutions for team use
Demonstrated patience and clear communication skills when explaining technical concepts to non-technical users
Available for all shifts including nights, weekends, and holidays
Work Experience
Best Buy
Customer Service Representative
March 2022 - Present
Resolved average of 60+ customer technical inquiries daily, achieving 96% satisfaction rating through patient troubleshooting and clear explanations
Troubleshot and performed basic maintenance on POS systems, tablets, and demonstration devices, reducing downtime by 25%
Documented common device issues and solutions, creating quick-reference guide now used by 20+ team members
Trained 8 new employees on troubleshooting protocols for smartphones, tablets, and basic computer issues
Managed time-sensitive customer queue during peak hours, prioritizing requests based on urgency and complexity
Starbucks
Barista
June 2021 - March 2022
Resolved average of 50+ customer requests daily while maintaining 95% satisfaction rating during high-pressure peak hours
Troubleshot and performed basic maintenance on 3 espresso machines and POS system, preventing service interruptions
Created and documented new drink preparation procedures, developing training materials for 5 new team members
Managed time-sensitive order queue, prioritizing based on complexity and customer wait times
Freelance
Independent Technical Support
January 2023 - Present
Diagnosed and resolved hardware/software issues for 20+ clients, achieving 100% resolution rate
Performed OS installations, data migrations, and malware removal using industry-standard tools
Educated users on cybersecurity best practices and password management solutions
Provided remote support using TeamViewer and Chrome Remote Desktop
Education & Certifications
University of Texas at Austin
Bachelor of Arts in Communications
May 2021
Relevant Coursework: Technical Writing, Database Fundamentals, Digital Media Production Senior Project: Developed comprehensive user documentation for university's new student portal system
Technical Skills
Operating Systems: Windows 10/11 (Advanced), Windows Server 2019 (Basic), macOS (Intermediate), Ubuntu Linux (Basic)
Software & Applications: Microsoft Office Suite, Google Workspace, TeamViewer, Chrome Remote Desktop, Slack, Zoom
Networking: Basic TCP/IP, DHCP, DNS troubleshooting, Home network configuration, pfSense firewall basics