Tech-savvy Project Manager versed in all aspects of project management from inception to completion. Excels in
recruiting and talent acquisition, as well as process reengineering and improvement. Dependable Team
Manager bringing management experience and a willingness to take on added responsibility to meet tight deadlines. Detail-oriented Computer Technician with over sixteen years of high-quality technical service experience in a large corporate environment for internal and external clients ranging from executives to end-users. Looking to provide exceptional customer service troubleshooting and repairing a full range of desktop, laptop, multi-function printers, Microsoft Office products, Blackberries and Remote Support Tools.
Microsoft Word, Excel, Publisher, PowerPoint, Outlook, exceptional interpersonal communication.
Web application development
Full lifecycle development
IT security best practices
Managing multiple projects simultaneously
Web application implementation
Microsoft Exchange 2013
Bilingual: English (fluent) and Russian (native speaker)
AppleCare Tier 1 Advisor06/2013 to 05/2014 AppleCare Kelly Services – Work at Home
KellyConnect - Work at Home
Answered incoming calls.
Troubleshoot Apple iOS products.
Setup repairs and replacements.
Always provided the best customer service.
Worked directly with clients, management and staff to achieve fluidity.
Identified and corrected performance issues.
Oversaw the daily performance of everyone in the workplace.
Trained users in the proper use of hardware or software.
Evaluated and conducted technical and functional research and analysis.
AppleCare Tier 1 CPU/iOS Quality Analyst07/2014 to 11/2014 Kelly Services / Apple Inc – Work at Home
Work at Home
Live monitor advisors, create study material for nesting advisors and present the material in a professional
Coach advisors on appropriate call flow procedures.
Evaluate calls and help guide advisors to provide a friendly personality in order to promote self-discovery.
Train, coach and mentor staff to ensure smooth adoption of new programs.
Work directly with iOS/CPU departments and advisors in order to achieve compliance.
Prepare detailed technical design specifications for multiple programs.
Provide after-hours support for applications and project efforts when needed.
AppleCare Tier 1 Team Manager03/2015 to 05/2015 Kelly Connect / Apple Inc – Work at Home
Work closely with 15+ advisors, monitor advisors for discrepancies, live call monitor, video coach advisors on
appropriate procedures and also design job aids to assist with a smooth and functional call flow, always
work as a servant leader, keep motivation on the floor, file monthly score cards and always come in earlier in
order to have the day planned, evaluated advisors and promoted self-discovery.
Strengthen company's business by leading implementation of a systematic approach.
Spearhead cross-functional initiative to achieve a successful department with several others.
Apply performance tuning techniques.
Identify and correct performance issues.
Collect data around every transaction and turn it into tools that help users.
Train users in the proper use of hardware or software.
Tier 2 Mac+ Team Manager06/2015 to 10/2015 Kelly Connect / Apple Inc – Work at Home
Work closely with 15+ advisors coaching on specific behaviors and taking appropriate steps to
correct and exceed KPIs.
Documenting all pertaining information and creating job aids along with training
Always available to answer questions and assist with day to day operations.
Adjust my style to
business and advisor needs.
Attend weekly meetings with Quality Assurance, Supervisors and Senior
Strengthen company's business by leading implementation of jump starting an entire department.
Implement innovative programs to increase employee loyalty and reduce turnover.
Train, coach and mentor staff to ensure smooth adoption of any new program.
Hire and train staff members.
Exceed company objectives with a "Velvet Hammer" approach.
Partner successfully with other Management and Command Center Operations to produce leveled KPIs and
increase the sites overall performance.
Maintain records of daily data communication transactions, problems and remedial actions taken.
Apply performance tuning techniques.
Dental Technician10/2007 to 11/2010 Harmony Dental Lab – Dallas, GA
Responsible for all model restorations.
Metal finishing upon request.
Answer incoming phone calls and schedule return dates.
Participate in special projects, external audits, evaluations and process improvements.
Goldman10/2005 to 01/2007 Life Like Dental Lab – Kennesaw, GA
Responsible for all frame restorations.
Keeping daily supplies intact.
Answer incoming phone calls from company's clients.
Increased profits by 60% in one year through restructure of business line.
Create new revenue streams through ideas that increase efficiency and productivity.
Prepare detailed technical designs and specifications for ceramic restorations.
Manager07/2007 to 07/2008 Douglasville Auto Salon – Douglasville, GA
Check over all of the employees work tactics.
Answer phone calls and schedule appointments.
Provide the best possible customer satisfaction.
Create new revenue streams through multiple forms of advertising.
Office Manager07/2006 J&D Auto Body – Douglasville, GA
Answer telephone and direct calls.
Assist customers by answering their questions and helping with appointments.
Prepare vehicles for restoration.
Strengthen company's business by leading implementation of inventory checks and quality over quantity
Partner successfully with repeat clientele to produce a positive relationship and quality work.
Exceed company objectives with hard work, dedication and multiplication of profits.
Implement new services into production.
Associate of Science: Computer Science Management Information SystemsCurrentUniversity of West Georgia-
Advanced coursework in Internet and Network Security
Emphasis in mathematics
Associate's Degree: Emphasis on anything computer related, from Computer Programming to Robotics, Multiple Operating System
Administration and Networking.