Sammy Zamora

IT support and field services professional with 10+ years of progressive Geek Squad experience supporting end users, troubleshooting hardware, operating systems, connected devices, and network connectivity, documenting service activity, and escalating complex technical issues.

Current Shift

Lead with experience coordinating team priorities, service quality, technical troubleshooting, and cross-functional operations. Hands-on experience with workstation configuration, malware remediation, system recovery, Wi-Fi and mesh networking, structured cabling, device setup, and post-installation validation. Completing a B.A. in Security Studies in December 2026 with a career focus in information security.

Shift Lead / Geek Squad Double Agent / Interim Home Services Assistant Manager at Best Buy (2021-06 – Present)

• Serve as a current Shift Lead (Dec 2025–Present), coordinating daily priorities, workload execution, escalations, service quality, and customer support while helping agents follow established processes and documentation standards.
• Provide on-site technical support in residential and small-business environments, troubleshooting computers, operating systems, connected devices, peripherals, audiovisual equipment, and wired or wireless connectivity.
• Install, configure, connect, test, and validate computers, networking equipment, displays, and related technology; identify configuration or connectivity issues and verify reliable operation before completing service.
• Configure and troubleshoot Wi-Fi and mesh networks, validate network performance, support structured cabling and physical-layer connections, and escalate issues that require additional technical resources.
• Document service activity, troubleshooting performed, equipment information, issue resolution, and follow-up needs while managing multiple appointments and technical requests.
• Act as an escalation point for complex technical and customer issues and coordinate with field agents, retail teams, supply chain, and corporate partners to resolve problems and maintain operational standards.
• Review service and performance results, identify workflow or quality opportunities, and coach team members on troubleshooting, documentation, technical execution, and customer communication.

Geek Squad Agent at Best Buy (2018-10 – 2021-06)

• Provided customer-facing technical support for desktops, laptops, mobile devices, operating systems, software, and peripherals in a high-volume service environment.
• Diagnosed hardware, software, operating system, malware, and connectivity issues; performed component replacement, malware remediation, system recovery, software installation, data migration, and device configuration.
• Created and maintained accurate service documentation, tracked repair and service requests through completion, recorded troubleshooting steps and resolutions, and communicated technical findings clearly to end users.
• Prioritized multiple technical requests while following standardized troubleshooting and service procedures and escalating issues when additional support or repair resources were required.

Geek Squad Cadet at Best Buy (2015-12 – 2018-10)

• Supported field agents with workstation and device setup, network connectivity, equipment deployment, audiovisual installation, and on-site technical service appointments.
• Assisted with structured cabling, device connections, hardware installation, equipment organization, and post-installation testing to verify proper operation and connectivity.
• Developed hands-on troubleshooting, technical support, and customer-service experience while following established service procedures and working collaboratively with field technicians.

Bachelor of Arts in Security Studies – University of Texas at El Paso (2026-12)