Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sam Thomas

Rogers

Summary

Professional with strong background in computer repair and maintenance, adept at diagnosing and resolving hardware and software issues. Skilled in troubleshooting and system upgrades. Known for effective collaboration and adaptability, ensuring seamless team operations and consistent results. Focused on delivering high-quality technical support and enhancing system performance. Strong customer service skills and quick to learn.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Tier 2 Escalation Specialist/ Special Projects

Walmart
06.2021 - Current
  • Worked in a commercial energy & utilities role for a cost-savings initiative to execute back log of unresolved work orders in Walmart stores nationwide
  • Used analytical, problem-solving, and teamwork skills to perform tasks related to escalations regarding customer and non-customer facing safety/compliance issues: (Parking lot lighting, restroom maintenance & repair, facility equipment, internal water leaks etc.)
  • Demonstrated proficiency in Microsoft excel, word, reporting, and dual screens
  • Managed repetitive work efficiently utilizing Walmart internal tracking systems Service Channel and DRT to effectively manage & execute over 90+ escalations per day with 98% average accuracy rate
  • Managed time and priorities well utilizing Microsoft Outlook calendar and Microsoft Teams/Excel
  • Assisted with all onboarding and training of new hires
  • Communicated with various levels of leadership within the organization on a weekly basis including QBR's with Manager, Regional Manager and Occasional Director of Walmart Facilities Manager
  • Spear headed high-priority escalated work orders to ensure 3rd party/ internal technicians complete projects within Walmart expected requirements
  • Daily proactive calling, emailing, and follow up technicians to hold them accountable for project completion
  • Utilized Zeus software to research & order equipment parts to aid technicians to help get them onsite within Walmart’s 4-hour time frame
  • Used Alarm Central for internal communication between Regional Facilities Managers, Store managers and internal Walmart associates

Certified Apple Repair Specialist

SimplyMac
02.2022 - 05.2022
  • Troubleshooting computer issues involving OS problems, viruses, and hardware failures
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support

Home Theatre Installer

Best Buy, Home Theater and Computers
09.2021 - 12.2021
  • Laid out materials and system components to prepare for installation.
  • Operated tools, equipment, and machinery according to safety standards.
  • Installed complete systems at new residential and business construction sites.
  • Enhanced customer satisfaction by providing timely and accurate installations.
  • Collaborated with team members to ensure smooth workflow and successful project completion.
  • Experience with sales. Upselling and recommending the best product for the customers needs.
  • Addressed client concerns professionally, demonstrating a commitment to excellent customer service throughout the installation process.

REPAIR TECHNICIAN 3

Zebra Technologies Corp.
02.2016 - 08.2021
  • Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations
  • Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality
  • Implemented preventive maintenance measures to decrease emergent issues
  • Reviewed technical documentation to complete equipment maintenance and repair
  • Maintained inventory of repair supplies and ordered parts as needed
  • Dismantled machines and equipment to remove defective parts using tools such as power drills and large hammers
  • Investigated and corrected mechanical problems with machinery such as VC80's and all forklift mounted computers
  • Learned and repaired 50% of the product in the entire warehouse
  • Have learned and upgraded over ten different models of the forklift mounted computers
  • Mentored new hires, resulting in stronger staff development and increased productivity
  • Identified and proactively solved internal problems related to employee turnover by revamping training approaches
  • Eliminated process gaps by implementing new methods of standardized training
  • Tracked attendance and progress against goals for each participant

Education

High School Diploma -

Bentonville High School
Bentonville
06-2024

Skills

  • Troubleshooting
  • Microsoft Office
  • Customer Service
  • Teamwork and Collaboration
  • Attention to Detail
  • Multitasking
  • Reliability
  • Computer Skills
  • Problem-Solving
  • Power Tool Operation
  • Equipment Installation
  • Preventive Maintenance
  • Microsoft Teams

Certification

Apple Certified

Forklift Certified

Timeline

Certified Apple Repair Specialist

SimplyMac
02.2022 - 05.2022

Home Theatre Installer

Best Buy, Home Theater and Computers
09.2021 - 12.2021

Tier 2 Escalation Specialist/ Special Projects

Walmart
06.2021 - Current

REPAIR TECHNICIAN 3

Zebra Technologies Corp.
02.2016 - 08.2021

High School Diploma -

Bentonville High School

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