Ernest Anton Shields

bknight420@icloud.com • (678) 656-7556

Information Technology Technician linkedin.com/in/ernest-anton-shields-2a347b31
City, Location

Summary
Dedicated and technology-driven professional with strong track record of diagnosing and
resolving technical issues efficiently. Proficient in diagnosing and resolving software issues,
installing, configuring, and updating software applications, and ensuring system optimization.
Excellent problem-solving skills, commitment to delivering outstanding customer service, and
proactive approach to technology solutions. Committed to contributing technical expertise to
ensure seamless IT operations and support technology needs of organization.

Areas of Expertise
♦ Technical Support ♦ Software Troubleshooting ♦ Problem-Solving
♦ Troubleshooting ♦ System Optimization ♦ MS Office Suite
♦ Customer Service ♦ Technology Training ♦ Team Collaboration

Professional Experience
Apple, Location 2011 – 2023
Information Technology Technician

Provided high-quality technical support to customers by diagnosing and resolving issues

efficiently and accurately. Maintained composure and prioritized customer satisfaction while
resolving technical issues. Monitored and updated current Apple technology knowledge to help
with iPod, iPhone, Mac, and iPad devices, as well as other tech-related products. Trained and
guided employees on latest technology updates and repair techniques. Assisted new customers in
acquiring essential skills to navigate photo, video, and music projects. Facilitated multiple
customers simultaneously in small group settings. Mentored and coached new technicians,
ensuring awareness of support options and resources.

● Excelled in time management skills, resulting in quick decision-making and issue

resolution.
● Possessed ability to teach and sell products effectively to customers.
● Recommended appropriate in-store support options, including business services and Genius
Bar.
● Demonstrated strong people skills and problem-solving ability, effectively handling
technical repairs and thriving on learning about all Apple products.

BestBuy Mobile, Location 2008 – 2011

Mobile Specialty Store Assistant Manager

Managed and trained mobile consultant employees to achieve sales targets and customer sales
strategies for Best Buy Mobile. Maintained highest revenue and sales in store by developing
extensive product knowledge and providing exceptional customer service. Supervised sales
consultants and sales leads, including planning, organizing, and delegating tasks in General
Manager's absence. Ensured effective inventory control and loss prevention practices.
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 ● Successfully recruited and hired high caliber employees, leading to more efficient and
effective store.
● Implemented strong problem-solving strategies, resulting in fast and effective resolution of
customer issues.
● Effectively communicate all store needs to Store Manager and Manager in Training.

Additional Experience
Sprint-Authorized B2B Reseller Inside Sales Representative, Nexstar Communications, Location
Food and Beverage Server & Trainer, Outback Steakhouse, Location
Assistant Store & Sales Manager, Journeys, Location
Computer Services Specialist & Sales, Best Buy, Location

Education
Associate of Computer Science
Gainesville State College, Location

Licenses & Certifications

Apple Certified MAC Technician, Apple, 2019
Apple Certified Macintosh Technician (ACMT), Apple
Apple Certified Support Professional, Apple (ACSP)
Apple Certified Associate - MAC Integration Basics 10. 12, Apple
Apple Certified Technician for Pro Products, Apple

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