Preetika Dhillon
Sacramento
Summary
Proactive and goal oriented professional with several years of customer service experience in IT, sales, and leadership. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
8
8
years of professional experience
Work History
Computer Training and Support Specialist II
Elk Grove Unified School District
05.2022 - Current
- Serve as a technical resource to District personnel, answering phone calls, email requests and other inquiries, providing technical information, advice, and referrals.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assist personnel with the setup, maintenance and troubleshooting of computer applications as directed
- Prepare and maintain records and reports related to testing, troubleshooting and other assigned activities
- Install, maintain, administer, and support computers and related technology equipment including but not limited to data storage devices, printers, plotters, scanners, network switches, data cabling, and other peripherals.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
IS&T HelpLine Major Incident Management
Apple
04.2021 - 05.2022
- Lead, drove, and facilitated all investigation activities, meetings, and conference calls for unplanned outages for both internal and external services
- Ensured that stakeholders are well-informed of service interruptions, degradations, and resolutions
- Managed 5-6 critical issues at once and provide great level of detail to each
- Utilized strong troubleshooting and problem-solving skills to troubleshoot issues
- Determined the best solution based on issue and details provided by customers
- Tracked technical support cases using IT service management and CRM systems
- Handled 100+ tickets for user issues and follow up multiple times a week to inform customers of the current status or validate resolution
IS&T HelpLine Analyst
Apple
04.2021 - 05.2022
- Utilize strong troubleshooting and problem-solving skills to troubleshoot issues
- Determine the best solution based on issue and details provided by customers
- Track technical support cases using IT service management and CRM systems
- Direct unresolved issues to the next level of support personnel
- Handle 100+ tickets for user issues and follow up multiple times a week to inform customers of the current status or validate resolution
Lead Genius
Apple
07.2020 - 04.2021
- Worked with the Support Experience Manager to develop strategies to increase Genius Bar session availability, reduce customer wait times, and meet customer demand
- Led new training and initiatives associated with services and repair business
- Provided training and feedback to store staff about Genius Bar operations
- Identified training opportunities to build and support structured development for Genius Bar Team
Genius
Apple
08.2017 - 07.2020
- Used problem solving and time management to successfully resolve technical issues while delivering an exceptional customer experience
- Specialized in Mac hardware and software to troubleshoot and address all customer issues
- Performed hardware repairs on all Mac computers as needed
- Provided mentorship and training to team members around me to ensure we are all delivered a world class experience to customers
- Balanced the needs of multiple customers and provided the best solutions in order to get them up and running again
Sales Associate
Best Buy
01.2017 - 08.2017
- Solved customer challenges by offering relevant products and services.
- Engaged with customers to effectively build rapport and lasting relationships.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Exceeded daily sales targets while receiving perfect scores on customer satisfaction surveys.
Education
Bachelor of Science - Business Administration
California State University
Sacramento, CA12.2021
Associate of Science - Business Administration
Sierra College
Rocklin, CA05.2019
High School Diploma - undefined
Antelope High School
Antelope, CA05.2016
Skills
- Problem Solving
- Ability to work well under pressure
- Communication
- Decision making
- Customer focus
- Self Motivated
- Cross-functional collaboration
- Business development
Timeline
Computer Training and Support Specialist II
Elk Grove Unified School District
05.2022 - Current
IS&T HelpLine Major Incident Management
Apple
04.2021 - 05.2022
IS&T HelpLine Analyst
Apple
04.2021 - 05.2022
Lead Genius
Apple
07.2020 - 04.2021
Genius
Apple
08.2017 - 07.2020
Sales Associate
Best Buy
01.2017 - 08.2017
Associate of Science - Business Administration
Sierra College
High School Diploma - undefined
Antelope High School
Bachelor of Science - Business Administration
California State University
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