am an IT professional who has had a primary focus on Apple products. I have
much experience in troubleshooting iOS and Mac products. I am currently an
employee of Apple, Inc. and have proven to be very flexible in my position. I
also have a background in troubleshooting Microsoft Office applications and
Windows-based internet browsers.
Provides second-level support for iOS devices (iPhone, iPad, iPod touch) and Mac OS devices (iMac, all MacBook types), Answers user inquiries regarding computer software and hardware operation. Logs customer information using company ticketing system. Makes decisions regarding exceptions to out-of-warranty repairs.
Started out as a Tier 1 Advisor, but after showing mastery of the position, was promoted to Tier 2 after being identified as a top performer in percentage of satisfied customer surveys, average handling time, logging percentage, and Tier 2 escalation rate.
Hewlett-PackardPontiac, MichiganWindows Security Admin and Remote Desktop Manager
As a Remote Desktop Manager, used desktop screen sharing software to perform second-level troubleshooting for Windows 7 and 8 OS. Troubleshot Microsoft Office applications such as Outlook, Word, and Excel. Performed troubleshooting for Internet Explorer issues. Gave level 1 support agents advice on how to resolve issues. Successfully met quota every day for number of tickets processed.
As a Windows Security Admin, made changes in Active Directory and Mainframe for a travel company for users who needed access to different folders, removed users who left the company, created conference rooms for users upon request, and communicated with leadership on new policies. Used Lotus Notes along with Windows Server 2003 and 2008.
MinacsSouthfield, MichiganApple iOS Tier 1 AdvisorPerformed standard-level troubleshooting for customers using iOS products such as iPhones, iPads, and iPod touches. Assisted customers by answering questions regarding hardware and software. Created appointments for customers needing to visit the Genius Bar at the Apple Store. Successfully met goal for all metrics during the 2014 fiscal year.
Education and Training
Henry Ford High SchoolDetroit, Michigan, United StatesHigh School Diploma: General Studies