Genius / Lead Genius / TrainerOct 2011 - Current APPLE INCSan Francisco, CA
Consistently exceeds expectations in delivering timely assistance in technical support issues involving
hardware, software and educational opportunities.
Performed at a level that led to a leadership position with a team of 60+ service specialists supporting
all Apple and Beats products in a fast-paced, high-demand environment with customers ranging
from consumers to executives.
Facilitated ongoing training for service specialists, sales specialist and management on the culture of
Apple, advanced customer experience skills, proper troubleshooting, and process management.
Managed conflicting priorities in the Apple Retail stores to effectively deliver support to the highest
volume of customers (2400+/week), while maintaining high standards in regards to their experience.
IT Systems Administrator / Help Desk SupportJan 2008 - Jan 2011 THE HOUSE MODESTOModesto, CA
Implemented and maintained complex networks consisting of metadata servers, internal email
hosting, fiber-optic LAN, and redundant backup solutions (DAS, NAS and DTA)
Diagnose, troubleshoot and resolve a range of software, hardware and networking issues.
asking probing questions and researching, analyzing and rectifying problems.
Administrated a mixed-environment (Mac OS X, Windows, Linux) with 100+ users for applications
ranging from administrative, to production quality audio and video, to live-streaming performances
Ensured that all users were supported in their respective workflows by providing technology solutions
and software solutions such as scripts to perform routine or advanced tasks.
Managed the servers to coincide with standards and protocols set by executive staff, such as
account creation, management and directory security.
Lead Detailer / Supervisor AssistantJan 2003 - Jan 2005 FITZPATRICK HOMESTurlock, CA
Responsible for oversight of project completion as it pertained to progressing units through various
stages of construction and acquiring the appropriate approvals from City / County inspection.
Maintained accurate timelines for stakeholders using Microsoft Project, to display unit progress so as
to plan sales phases and ensure contractor commitments.
Utilized graphical representations of project status to lead a team of prep workers, as well as assist in
coordinating responsibilities between project superintendents as it correlated with front-end and
Provided leadership and accountability to a small team consisting of 5 detailers to uphold company
standards and maintain productivity, as well as communicate clear expectations set forth by the
B.S: Business - Information Technology ManagementPresent WESTERN GOVERNORS UNIVERSITY Business - Information Technology Management