Applecare Advisor Resume Example
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APPLECARE ADVISOR
Professional Summary
Proficient Tier 2 technical advisor thrives setting up and maintaining stations, training users and supporting pivotal process improvements to [iOS, macOS, WatchOS, Windows 7,8,10] systems and software. Well-versed knowledge of up-to-date business practices, IT standards and government regulations. Self-motivated approach to monitoring and resolving troublesome IT issues. Expert collaboration with Apple Engineering to continuously improve tools and resources.
Accomplishments
- Endorsements in software development and mobile applications.
- Completed intensive training in database fundamentals and software engineering.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Trained and led technical support teams of more than 5 support specialists.
Skills
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Work History
Applecare Advisor, 03/2014 to Current
Apple INC – City , STATE
Apple INC – City , STATE
- Monitored systems in operation and input commands to troubleshoot areas such as iPhone and iPad.
- Processed over [100] support requests weekly for technical assistance on wide range of issues related to iOS and macOS.
- Configured hardware, devices and software to set up work stations for employees.
- Devised solutions to operations issues related to iOS and macOS, working closely via phone, email, live chat and web teleconference.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across global time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to iOS.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Submitted service tickets for equipment maintenance requests.
- Resolved issues with systems, hardware and telephones quickly and accurately.
Geek Squad Agent , 01/2011 to 08/2011
Geek Squad – City , STATE
Geek Squad – City , STATE
- Provided outstanding service to clients to maintain and extend relationship for future business opportunities.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
United States Marine Corps , 01/2002 to 09/2006
USMC – City , STATE
USMC – City , STATE
- Responded quickly to incidents and assessed active situations for security concerns.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Participated in staff meetings, special events and professional development activities.
- Adhered to established procedures and posted orders to enforce company rules, policies and regulations to general public.
- Inspected and adjusted security systems, equipment and machinery to maximize coverage of parking lots and building interior and exterior.
- Provided basic first aid and CPR to individuals in need of medical care until arrival of emergency medical personnel.
- Patrolled and monitored premises in company vehicle, on bicycle and by foot.
- Remained calm, assertive and mindful to think critically and problem solve during stressful situations.
- Operated handheld metal detector and other surveillance devices to screen individuals entering facility.
- Supported criminal investigations by collaborating fully with local law enforcement representatives.
- Secured personal and company goods against robbery, vandalism and illegal entry.
- Responded quickly to emergency situations to assess and deflect issues.
- Analyzed and produced course-of-action reports and escalated issues outside scope of expertise to management.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Checked identification of all persons entering and exiting facility to eliminate unauthorized visitors.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
Education
Bachelor of Science: Game Design, 10/2012
Full Sail University - City
Full Sail University - City
High School Diploma: 07/2001
Berea High School - City
Berea High School - City
Humanitarian aid rendered to foreign peoples for both food and first aid.
Operation Iraqi Freedom 1 rendered food supplies and first aid to civilian Iraqis who had been injured or relocated during conflict.
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Resume Overview
School Attended
- Full Sail University
- Berea High School
Job Titles Held:
- Applecare Advisor
- Geek Squad Agent
- United States Marine Corps
Degrees
- Bachelor of Science : Game Design , 10/2012
High School Diploma : 07/2001
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