Alex Francis

Detail oriented IT candidate with 10+ years of hands-on technical repair, troubleshooting, and customer service experience across phones, computers, and peripherals. Strong record of clear communication, rapid issue triage, and documentation in high-volume environments. CompTIA A+ certified; experienced with Windows, macOS, Microsoft 365, basic networking, and hardware break/fix. Known for methodical problem-solving, empathy, and reliability under pressure.

Technician / Senior Technician - CPR Cell Phone Repair - Winston-Salem/High Point, NC

(2014-06)

• Diagnosed and repaired devices (phones, tablets, computers, displays), resolving hardware and software issues such as boot loops, OS corruption, battery/power faults, and component failures.
• Delivered front-line customer support: intake, expectations setting, status updates, and post-repair education; maintained high satisfaction and repeat business.
• Software maintenance and data integrity tasks: OS reinstalls, backups, and malware scans; documented steps and outcomes for reuse.
• Managed inventory and RMA processes with meticulous tracking, reducing stockouts and repeat repair delays.
• Trained and onboarded new technicians on workflow, ESD/safety, and quality standards; improved first-time-fix quality and turnaround time.
• Coordinated bulk repair projects for schools and corporate clients, aligning schedules, SLAs, and quality control checks.
• Facilities maintenance to keep operations running (e.g., entry/door repairs, tools upkeep) ensuring minimal service interruptions.

Studio Host / Board Operator / Seasonal Producer - Learfield - Winston-Salem, NC

(2011-09 - 2024-04)

• Operated live broadcast boards, monitored audio levels, and executed real-time problem solving for power/feed/internet interruptions.
• Edited and produced audio packages with strict deadlines and zero tolerance for errors; communicated clearly with remote teams and talent.
• Directed live show flow and documented run-of-show steps, strengthening calm, concise communication under pressure.

Production Assistant - Learfield - Winston-Salem, NC

(2008-09 - 2011-05)

• Monitored multiple nationwide broadcasts, capturing real-time updates; collaborated with national partners requiring precise communication and reliability.

IT–Technical Support & Service - Information Technology - Forsyth Technical Community College

B.S. - Communications (Journalism), Minor in English - Appalachian State University