James Waltz
Louisville,CO
Summary
Friendly and professional Help Desk Technician with 3 years of professional experience in customer service and help desk experience. Dedicated to finding long term solutions and educating clients to better assist with future help desk needs. History of high quality satisfaction through metrics such as Net Promoter Score in retail environments. More than two decades of personal, intermediate-level technical troubleshooting experience.
Overview
9
9
years of professional experience
Work History
Sales Professional
Comcast, Xfinity
02.2023 - Current
- Conferred with existing and potential customers to assess requirements and propose optimal solutions.
- Negotiated favorable contracts with clients, securing long-term partnerships and steady revenue streams.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements, achieving above a 90% promoter score for over 12 months in a row.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Walked individuals through basic troubleshooting tasks.
- Reduced downtime by troubleshooting and repairing hardware, software, and network issues.
- Provided basic end-user troubleshooting and desktop support.
Geek Squad Agent
Best Buy, Geek Squad
03.2019 - 05.2021
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service, as shown by an average net promoter score exceeding 95% every month for the two years worked.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Configured hardware, devices, and software to set up work stations for employees.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Walked individuals through basic troubleshooting tasks.
Retail Sales Professional
Best Buy
10.2015 - 03.2019
- Contributed to store profitability by consistently meeting and exceeding sales targets, leading the computing department in sales several months every year with over $10,000 in revenue.
- Developed lasting customer relationships by offering personalized shopping experiences tailored to individual preferences.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science - Game Design
Full Sail University
Winter Park, FL07-2024
GED -
Varina High School
Henrico, VA10-2008
Skills
- Desktop support
- Data backup and retrieval
- Remote access technology
- Technical issues analysis
- Data entry
- Bug tracking
- Customer service
- Issue escalation
- Remote support
- Software installation
- Ticket management
- Support ticket system management
- Active directory integration
- Remote Access solutions
- Customer support and communication
Relevant Skills
- Practiced troubleshooter with excellent diagnostics and repair abilities developed over two decades.
- Knowledge of networking and registry editing.
- Knowledge of ticket management software, revision control, and active directory.
Languages
English
Native or Bilingual
Japanese
Limited Working
Software
Citrix
ACSR
Microsoft Teams
Slack
Discord
Microsoft Office
Unreal Engine
Microsoft Visual Studio
C Programming
C# Programming
Unity
ZBrush
Autodesk 3DS Max
Autodesk Maya
Atlassian Jira
Atlassian Confluence
Atlassian Trello
Perforce
Interests
Dungeons & Dragons
RPGs
Puzzle games
Live Action Role Playing
Timeline
Sales Professional
Comcast, Xfinity
02.2023 - Current
Geek Squad Agent
Best Buy, Geek Squad
03.2019 - 05.2021
Retail Sales Professional
Best Buy
10.2015 - 03.2019
Bachelor of Science - Game Design
Full Sail University
GED -
Varina High School
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