​Optum | Eden Prairie, MN

Assoc. Mac Technical Support Specialist | March 2023 – Current

Optum | Minnetonka, MN

Sr. Mac Technical Support Analyst | May 2022 – March 2023

 

DontDitchItFixIt, LLC | St. Louis Park, MN

Technical Support Manager; Founder | July 2010 – September 2021

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Key Contributions

• Launched one of the highest rated electronics repair service centers in Minnesota from the ground up.

• Mobilized high caliber teams to develop and expand the business by acquiring high value B2B and B2C accounts..

• Earned over 200 reviews with an avg of 4.9 out of 5 stars on Yelp, Google, and Facebook with consistent positive feedback.

• Clients: Star Tribune, Gander Mountain, Regis Corporation, Minnehaha Academy, Sequel Response, & more.

• Authorized repair provider for SquareTrade.

 

Business Development and Leadership Strategy

• Designed, updated, and maintained a business website and email services to build awareness in the market.

• Deployed first-of-their-kind marketing campaigns and strategies to accelerate growth of clients in pipeline.

• Created and developed the brand by conducting market research and competitor benchmarking to identify gaps.

• Recruited, hired, and trained 12 new employees to ensure consistent repairs across hardware and software systems.

• Owned all back-end office functions, including VoIP system, employee scheduling, payroll, P&L, and other financial statements.

 

Customer Relationship Management

• Tracked the full customer lifecycle from prospecting, intake of personal information, and managing device inventory.

• Addressed and resolved customer complaints and any atypical issues to mitigate any escalations as needed.

• Provided IT support including virus removal, data recovery, diagnosis, and repair of several complex hardware and software components.

• Soldered devices when needed and utilized root-cause analysis to troubleshoot Windows and Apple operating systems.

• Created all forms and documentation to gather customer requirements, outline costs, and define delivery timelines.

 

 

EARLY CAREER

 

Lab Technician | TLC Precision Wafer Technology | 2+ Years

 

Key Contributions

• Helped develop, maintain, and test experimental systems for melting and purifying polysilicon.

• Provided many other needed services around the premises including repair work and installations on various systems.

• Handled shipping and ordering of equipment/ products including items imported and exported overseas.