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There are a lot of similarities between being a high school counselor and fixing broken devices, says Dustin Insell with iTech Rescue. It’s all about meeting the needs and assisting people in the community.
WISE: Dustin, how did you get started in fixing phones?
Dustin: My full-time career right now is at the local high school in Henderson, TN, as a guidance counselor. I had done a few repairs for friends and family before, and I was looking for something part time to do in the community to fulfill an unmet need. I heard some people I knew who were driving 45 minutes to get a battery replaced on their phone, so there was a need for this in our community, there was nowhere local to go. With cell phone repair you really need someone you can trust. Soon after I identified that need, I knew that’s what I could do to help the people in Chester County and Henderson, TN.
WISE: What do you think the biggest issue is today when people are seeking someone to help fix their personal device?
Dustin: Trust is a big issue, just in general in today’s society, and with me working at the local high school, my name is known in the community. People trust me, they know that I do good work. I feel that element of trust and respect is valuable, and anytime you touch someone’s personal device, you have a piece of them. That trust is important to the customer.
WISE: How did you go about getting WISE Certified?
Dustin: I reached out to WISE, because in doing my research I saw many companies were certifying their techs with WISE Certification. That certification was important to me, because when you give someone your personal device, you want to know they know what they are doing. WISE put me in touch with Cellbotics in Atlanta, GA. They are an Authorized WISE Training Administrator, offering WISE certification and it was perfect for me because I didn’t have a store front at the time, but I really wanted to get certified. After reading the reviews of Cellbotics I reached out to them to learn how I can get hands-on training. I went to Cellbotics school in Atlanta and got some amazing practical experience from Nicole and her team there. Actually my class was the first one that was offering WISE Training, and I got Level 1 and Level 2 Certified in 4 days! That was so valuable and important for me and my business. Most importantly for that piece of mind for customers in my community, and the trust I was seeking to provide for them.
WISE: Are you happy with your decision to travel to Atlanta to train at Cellbotics?
Dustin: YES! While at Cellbotics I learned some great tricks to the trade. They were actively involved, and it was great to be able to be trained with that in person touch. The hands-on training combined with leaving with WISE Certification, that is recognized by the whole wireless industry, legitimized my business.
WISE: Today you are a mobile technician, going to the customer instead of having a brick and mortar location. What are your plans for the future as you grow your business?
Dustin: My plans for the future as it relates to device repair. I am not sure, will see where it leads. I am enjoying the customer interaction and fixing peoples devices. Being able to “rescue them” which is why I went with my name iTech Rescue. Right now, I am just enjoying meeting that need in the community which was unmet before.
WISE: You really seem committed to your community and have a passion for the people there in your hometown, what do you like the most about it?
Dustin: Chester County is a unique place. There is a video about Chester County on YouTube that highlights how you can go from Pre-K to a PHD without even leaving main street. I grew up in east Tennessee, but went to Freed-Hardeman University, which is what got me to Henderson, TN. I left for 2 years, came back, and got married. My wife works at Freed-Hardeman University, and our kids go to school here. We love this small community. I am able to work with local businesses to meet with customers out in the community, they allow me to interact with my customers in a safe environment, especially a local coffee shop, Besso’s Coffee.
WISE: Are there any similarities to fixing phones and helping kids as a high school guidance counselor?
Dustin: There are a lot of similarities to fixing phones to working as a counselor at the high school. In general, it is just helping people. Whether it’s providing support academically or emotionally, or maybe if they have a disability and use a device for work or social interaction. I am just continuing to meet that need and assist people in the community.
WISE: Congratulations to you on your certification, your work in the community and to your family finding a great place to call home. Is there anything else you would like to share?
Dustin: I am excited to be WISE Certified and trained by Cellbotics! Thank you for giving me an opportunity to join the network of trusted technicians nationwide.
Delivers high quality service and customer satisfaction with each repair. As a locally-owned repair business, iTech Rescue is committed to serving the community by keeping everyone connected, one device at a time.
© CTIA Certification
If you are looking to obtain certification in your current field, seeking a new career, or looking at an entrepreneurial opportunity in device repair, WISE Certification provides the most comprehensive knowledge available in smartphone, tablet and Chromebook repair. Study materials are provided for Level 1 certification, it is self-guided and the test when you are ready, is taken online. For Level 2 certification, depending on your background and qualifications, we can provide you with the best guidance to obtain your Level 2 certification. This is a fast growing industry with exciting entry-level opportunities, learn more about WISE Certification today!
Download our ASC Policies & Procedures pdf here.
Step 1 Prerequisites for Authorization:
The ASC Program requires that the facility be ISO 9001 compliant, and their line managers be WISE Certified. Recyclers are also required to be R2v3 or compliant with e-Stewards.
Step 2 ASC Audit:
At your convenience, please reach out to programs@ctiacertification.org to coordinate with an approved and authorized auditor.
Before the day of the audit, you will need to provide the following:
WISE Authorized Service Centers (ASC) demonstrate a commitment to excellence that aligns with the standards set forth by the Policies and Procedures for WISE Authorized Service Centers. This document defines the facility requirements and processes to become a WISE ASC for the repair, refurbishment, and remanufacturing of wireless devices.
Device Repair Retailers, Kiosks, On-Demand Vehicles, and more who meet the requirements outlined in the Authorized Service Provider Certification Program Document.
To differentiate your business and demonstrate your commitment to quality.
Click the Learn More button below for guidance on certification.
The fee is $400 per location or vehicle. Each location and/or vehicle will renew annually for $400 USD.
The short answer – the wireless industry. WISE Certification is a collaborative effort across wireless carriers, device manufacturers, insurance companies, independent repair shops, and leaders in reverse logistics.
WISE stands for Wireless Industry Service Excellence. It is the industry recognized standard for retailers and technicians performing phone repair. As a WISE Certified service provider, we are committed to delivering a consistent and reliable repair experience.
The truth is repairing your phone is personal. You deserve a reliable and trusted professional to make sure your most valued asset is repaired with industry recognized standards. Our hope is that this WISE Certified Provider location gives you peace of mind as you hand over your phone for repair.
WISE Certification is proud to provide you with the highest quality of device repair service in the industry. Look for this sign on the repair store for the confidence you deserve with your most trusted possession. Thank you for trusting us with your phone today!
Smartphones continue to be the remote control to our lives keeping the world connected. When devices are not operating reliably, anxiety sets in quickly! When seeking repair services at a WISE Authorized Service Provider, consumers can be more confident their technician has met the requirements established by wireless industry subject matter experts. Consumers should rest assured data is handled with best practices, and basic safety protocols are followed. Certified repairs should be performed with the highest of quality industry recognized standards.
Chromebook Certification is recommended for technicians at retail, repair depots and on a school campus performing Chromebook repair services, IT professionals managing fleets of Chromebook for enterprise and educational institutions, and others engaged in repairs within a K-12 depot program. Anyone wanting to advance your skills, or add to your other WISE Certifications.
This comprehensive certification program aims to equip technicians with the necessary skills and knowledge to excel in the fast-evolving world of Chromebook technology.
To pursue designation as a “WISE Specialist Level 1 for Chromebooks,” enroll in the WISE Level 1 Knowledge Exam for Chromebook Repair.
Anyone wanting to grow their technical skillset in device repair.
WISE Level 2 certification is a great way to advance your career in the industry. You will be qualified to repair common device issues and restore device to working condition.
The WISE Level 2 Test Out allows experienced technicians to bypass the program’s hands-on testing requirements by assessing a technician’s practical skills and knowledge, providing an opportunity for experienced technicians to demonstrate their proficiency without undergoing the full Level 2 hands-on training. Level 2 Certification is only available to technicians who have successfully passed the WISE Level 1 Knowledge Exam.
To enroll, please visit our WISE Platform, select Course Catalog, and click the course titled WISE Level 2 Certification Test Out.
Anyone wanting to grow their skills in device repair. You’ll get all the basic knowledge of best practices and device safety protocols for smartphones and tablets.
This certification is a great first step into device repair, a bonus for customer-facing, non-technical staff in repair shops, and more!
Level 1 WISE Certified Technicians are considered qualified to perform diagnostics or repair common device issues without opening the device.
Certification is valid for 2 years upon technician certification anniversary date. Re-certification fee for WISE Level 1 is $200 USD.
