Staples | Easy Tech

Start Date:

March 2007

End Date:

March 2010

Title:

Master Technician

Multi-Store Lead Technication

Skills Gained

Leadership
Customer Service
Communication
Critical Thinking
Business Strategy
Interpersonal Skills

My Experience

As a Master Technician within the EasyTech Department, I assumed a leadership role overseeing a team of six technicians spanning two locations: one in Merced, CA, and the other in Modesto, CA. This pivotal position marked the inception of my career in Information Technology and coincided with the launch of Staples' innovative Computer Support Services, known as EasyTech.

During my tenure, I played a pivotal role in shaping the trajectory of the department and improving operational efficiency. My contributions included providing crucial insights that drove the transition from a rudimentary ticketing system using carbon copy paper to a comprehensive Customer Relationship Management (CRM) platform. I also championed the adoption of specialized tools necessary for delivering high-quality services.

My career progression within Staples reflects my dedication and expertise. I began as a Technician, then advanced to Lead Technician (Store Lead), ultimately culminating in the role of Master Technician, responsible for coordinating EasyTech operations across multiple stores while providing on-site customer support.

Key responsibilities during my tenure encompassed a broad spectrum of IT support services and included but were not limited to:

  • Customer Outreach and Service Sales: Spearheaded initiatives to engage customers and promote service sales, thereby contributing to revenue growth.

  • Technical Expertise: Proficiently addressed a wide range of technical issues, including troubleshooting desktops, laptops, networks, and printers, software installations, operating system repairs, virus detection and removal, PC tune-ups, and hardware upgrades.

  • PC Setups: Ensured seamless PC setups, optimizing user experience.

  • Training and Mentorship: Assumed a role of mentorship by providing comprehensive training and guidance to all new EasyTech employees in both the Merced and Modesto stores.

  • Documentation and Knowledge Sharing: Created and disseminated "How To" documents, fostering knowledge sharing and standardization of best practices across multiple stores.

My experience in the EasyTech Department at Staples underscores my commitment to excellence, leadership, and innovation within the field of Information Technology.