Experienced Workforce IT Training Managment committed to maintaining cutting edge technical skills and up-to-date industry knowledge. Professional, detail-oriented Network Administrator motivated to drive projects from start to finish as part of a dynamic team.
Languages
Fluent in French
Skills
2009 Research and Development Conference
2009 Crossing Borders Presentation and Publication Microsoft Suite
Adobe Suite, Pages, Numbers, Keynote, OS X Fluent, Windows Fluent, Fluid in Kronos, Wave Recordings, Maestro (Apple Related)
Work History
07/2012 to 07/2013
iOS Tier 1 Phone Support TrainerApple, Inc – , ,
Provided support for employees for iPhone, iPad, and iPod touch.
Skilled set to take que calls for Account Security Understand and able to utilize KBase articles thoroughly skilled to use iDesk Skilled with basic iTunes issues for both Mac and PC.
Able to escalate calls to senior support when necessary.
Up to date with latest software versions iTunes, iOS, and Mac OS X CSTAT scores at 100 % for 3 consecutive months.
07/2013 to 2016
IOS Tier 1 Chat Support TrainerApple – , ,
Provided support for worldwide Apple iOS customers through chat Diagnosed problems and resolved with iOS devices or got to correct procedural resolution. Worked with our senior support to help better serve our customers using screen sharing software, support articles, or techniques that worked on previously iOS issues Launched iOS 7, 8, 9 with help of team mates and management Earned an iPad mini during our Elite Ceremonies.
09/2014 to 11/2015
Trainer for Staff Apple – , ,
Went to Grand Central Apple Store and learned all aspects of the business Integrated my skills from AppleCare to help out with their Family Room Specialists using programs such as Mobile Me and Mobile Genius Conducted 1 on 1 training with our customer's who purchased that plan on what they wanted to learn in that particular session iTunes Accounts Worldwide Trainer Rotation 6 months started January 19.
Take customer phone calls based on fraud, misused accounts, creating Apple ID's, crediting accounts for accidental purchases, explained bills and subscriptions.
Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
Consistently met deadlines and requirements for all production work orders.
Managed creative projects from concept to completion while managing outside vendors.
Aligned office departments and increased inter-department communication and data sharing.
Supervised and provided direction for six technical direct reports regarding network activities.
Trained junior members of IT team regarding network security and troubleshooting of data circuits.
Advocated for end-users to perform testing and problem analysis for server, desktop and IT infrastructure work.
Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of technical objects.
06/2010 to 02/2012
Commercial Teller/Fraud Specialist TrainerWells Fargo Bank, NA – City, STATE,
Provided excellent member services and maintained member satisfaction.
Employed security measures to ensure funds were not compromised.
Received cash and checks for deposits, verified amounts, and examined checks for endorsements.
Entered member and transactions data into computer and issued computer generated receipts to members.
Cross-sell banking services and products to clientele.
Met quarterly goals based on a three tiered structure.
Level I being payout lowest and level being highest pay out, with goal reached at level III for 8 consecutive quarters.
Collected loan payments and placed holds on accounts for uncollected funds,according to organized procedures.
Ordered daily supply of cash and counted incoming cash to verify accuracy.
Posted night and mail deposits, payments and requests received in mail on daily basis.
Verified identification and rights to utilize facilities, as well as validity of credit cards and checks.
Education
Expected in 2009
Bachelor of Arts: Individualized Studies *French Literature, Political Science, and History Buffalo State College - Buffalo, NY GPA: Individualized Studies
*French Literature, Political Science, and History
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