Shawn Jorgensen

I oversee the nationwide IT Tech Operations support team that serves our stores. I lead a team of 24 remote employees that deliver service and support to 165 store locations. We are responsible for the deployment and maintenance of IT technology used across our Rooms To Go retail locations. Focused on business impact, critical thinking, and building relationships, we drive the technology engine that enables our sales team, and supports their customer engagement. We collaborate with other IT organizations to ensure a strong alignment (strategy, goals, objectives, measurements, etc.) that enables us to collectively meet customer and organization goals. The customer, both internal and external is at the center of how we operate in order to deliver on our business and organizational priorities. We enable the technology to make that happen.

Led, coached, and trained a highly specialized field operations team of 20, responsible for the deployment and maintenance of in-store systems and their functionality for 250+ Best Buy Retail Stores as well as the delivery of IT solutions in all Best Buy facilities (distribution, offices, and retail stores). • Focused on relationship building with multiple high-level leaders within the Markets and Districts we served. • My team executed 100% success for all IT infrastructure projects we managed or participated in. • Delivered an average cost avoidance of over $3 million each year in partnership with our Corporate IT team. • Consistently had the lowest spend nationwide for travel, materials, and labor costs. • Drove performance and efficiency to the lowest system downtime of 4 territories. Result: 4 days, from a company average of 21 days. • Managed a SharePoint Knowledge Repository for our team (containing policies, team standards, and best practices) and in-time communications for the nationwide team.

Deployment and maintenance of in-store systems for 250+ Best Buy Retail Stores across 7 states in the Southeast US. • Built and maintained strong relationships within the Markets and Districts supported to ensure their stores employees had the tools to do their job. • Consistently delivered essential support to stores and other field technicians to ensure the best possible interactive experience in each store. Delivered an increase of 5% in overall satisfaction from end customers in stores I served. • Evaluated work product of local field technicians to find efficiencies. Taught them streamlined methodology and ways to reduce downtime. Over time, reduced display downtime by an average of 11 days. • Manage a SharePoint Knowledge Repository for our team and surrounding communications.

Developed both short term (3 to 6 month) tactical plans, as well as built long term (6 to 18 month) strategic plans for our Interactive Technology (Field Operations) Support capabilities (technical and retail training, technical build and triage support, and deployment of quarterly store visits to 1000+ stores). • Developed and fostered both field and corporate relationships to ensure the capability met or exceeded the business needs while maintaining a functional customer experience. • Created and developed training plans so that our resources could execute our strategy and enabled the team to deliver on our capability at our retail stores and other venues. Including compliance with industry regulations and technology standards. • Created an in-store role that focused on employee training and customer technology education. • Delivered an average of $12 million per year in cost avoidance for IT deployment costs. • Led the Program Management of a quarterly project rhythm that delivered on corporate strategy and stakeholder expectations to over 1000 stores each quarter. • Revised company standards for Interactive Experiences that assist Retail with Sales differentiation as well as the overarching enterprise Standard Operating Procedures (SOP). • Built and managed Wiki and SharePoint websites for knowledge repository and communications. • Achieved Outstanding Partner Award and Cross-Functional People’s Choice Award

Led, coached, and trained 15 direct reports that served the technical and training needs for over 400+ Best Buy and Best Buy Mobile stores as field operations technicians. • Focused on relationship building with multiple high-level leaders within the Markets and Districts my team supported to build the brand of my team members. • My team executed 100% success for all projects we managed or participated in. • Delivered an average savings of over $2 million each year in partnership with our corporate IT team. • Stretched the boundaries of training technology to store teams with technical education or the "Art of What's Possible" with technology. • Ensured both the interactive experience and store team technical education was executed to keep the customer experiences world class and our team at the ready for the next technology change. • Managed $200k P&L and met or under budget each quarter. Consistently had the lowest financial spend nationwide for travel, materials, and labor costs. • Achieved MVP Award for Excellence 2 times

Charged with the recruiting, hiring, training, managing, leading, and developing of the field trainers/technicians including 10-15 team members covering multiple territories. - Developed and maintained the training materials used to support our 1000+ retail store base to keep the stores' Interactive Displays working 100%. - Focused on relationship building with multiple high-level leaders within the Markets and Districts my team supported to build the brand of my team members. - Partnered with Corporate and Field Deployment leadership to ensure the development of the Project Team members (approx. 200 technicians) by creating, training, and certifying technical and leadership training enabling internal Best Buy Project Teams to set up, troubleshoot, and fix all electronic display within our retail stores. - Awarded MVP award for Training

Support the company initiatives to rejuvenate the Customer Experience by building and maintaining a functionality culture in our assigned stores. Teach store employees technology, maintain interactive displays, and build healthy relationships with store leaders. • Primary technical contact for store employees, store managers and district and territory leaders that supported the end user interactive experience. • Built relationships at our assigned locations to assure optimal store functionality is always maintained. • Trained an average of 126 store employees per year on display systems. • Saved over $375,000 in parts returned due to catching warranty return losses. • Lead the mid-construction assembly, of over 50 new Best Buy stores. • Achieved TOP GUN - Quarterly Excellence status 14 times in my territory.