Douglas Wilson III

Promoted to Director of Operations following iAG Wireless’s acquisition of Great Lakes Mobile LLC. Lead company-wide operations, strategy, and growth across multiple AT&T Authorized Retail locations. I drive performance, efficiency, and team excellence while ensuring outstanding customer experiences and compliance with AT&T standards. Oversee all store operations, driving sales growth, operational efficiency, and customer satisfaction across the network Lead new store build-outs, including system setup, network configuration, and hardware deployment for optimal efficiency Coach, mentor, and develop managers and employees at all levels, fostering high-performing, motivated teams Implement technology solutions, troubleshoot POS and internal systems, and optimize processes for maximum efficiency Provide hands-on and remote support to ensure seamless operations across locations Strategically plan and execute initiatives to expand traffic flow, revenue, and market presence Maintain full knowledge of AT&T programs, promotions, and compliance requirements, ensuring teams are always aligned Champion a culture of accountability, recognition, and continuous improvement, driving the company forward Under my leadership, iAG Wireless continues to grow stronger, more efficient, and more customer-focused, setting new standards for performance and operational excellence in the retail wireless space.

Managed 12 AT&T Authorized Retail locations prior to the company’s acquisition by iAG. Responsible for sales performance, team development, and operational efficiency across the region. Directed sales strategies and daily operations across 12 store locations Trained and developed store managers and employees on sales processes and customer experience Improved operational flow by implementing better systems and internal processes Monitored and supported store performance, ensuring compliance with AT&T standards Collaborated with leadership to prepare the business for successful acquisition by iAG

Oversaw 7 AT&T Authorized Retail locations, driving sales growth and operational excellence across the district. Responsible for coaching and developing store managers, building high-performing teams, and ensuring employees were trained on sales processes, customer experience, and AT&T compliance standards. Implemented initiatives to increase traffic flow, improve revenue, and streamline store operations. Provided hands-on support for troubleshooting devices, POS systems, and internal software while identifying opportunities to optimize processes. Focused on motivating teams, fostering a culture of accountability, and consistently exceeding performance goals.

Managed two store locations while supporting the build-out of the new Jackson store, including system setup, network configuration, and hardware deployment. Oversaw daily operations, coached employees, and ensured top-level customer service. Diagnosed and efficiently troubleshooted phones, tablets, and other devices Connected customers to one of the nation’s top wireless networks Trained new employees on processes, daily tasks, and operational standards Motivated and developed team members to perform at their best Stayed up-to-date on all AT&T promotions, deals, and MyCSP processes Resolved internal software and cash management system issues to maintain smooth operations Provided remote and onsite support for employees across the company

Provided expert technical support and repair services for clients’ devices while delivering world-class customer experiences. Specialized in diagnosing and troubleshooting a wide range of hardware and software issues across multiple platforms. Diagnosed and repaired devices, including iPhone, iPad, Apple Watch, and other mobile electronics Performed software and hardware services while preserving client data Managed multiple repair tasks simultaneously to meet client expectations efficiently Documented repair processes and ensured compliance with Geek Squad standards Troubleshot iOS and Android devices, as well as Microsoft and macOS systems Partnered with vendors to deliver the best solutions for clients Maintained up-to-date knowledge on technology trends and repair methods Applied the Geek Squad motto, “Cura et Celeritas,” to reduce turnaround times Provided phone and in-person support, offering consistent, reliable, and professional client experiences Utilized the Client Experience Management (CEM) system to ensure customer satisfaction AASP Certified, demonstrating advanced expertise in Apple device repairs

Effectively and efficiently diagnose and troubleshooting Computers Reimaging computers while retaining data Setting up workstations with world class cable management Tackling moving issues and work station issues on the fly to provide better use for the end user Updating supported machines to Windows 10 for the big Windows 10 roll our project Patching Network cables in com closets Working in a Windows/Mac OSx environment Providing support for Microsoft Office suite Taking care of tickets using Service Now Providing remote support to staff and students Updating the SQL servers for devices on the network to determine what access they had on the network or how they would be built whether it was Windows 10 core image or Windows 10 kiosk Installing Printers, Label printers, Barcode scanners, monitors, and document scanners.