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Macintosh Desktop Support Technician Resume Example

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MACINTOSH DESKTOP SUPPORT TECHNICIAN
Summary
Detail-oriented and highly qualified IT Professional with years of related experience. Solid analytical, communication, problem solving, and critical thinking skills. Proficient at training personnel on IT procedures, installing and configuring systems, as well as providing effective technical support. Currently seeking a position in IT which will effectively utilize all acquired skills, abilities, and areas of expertise.
Highlights
  • Customer service-focused
  • Hardware support and troubleshooting
  • Mac and PC expert
  • Advanced troubleshooting
  • System checks and troubleshootingApple
  • Certified Macintosh Technician (ACMT)
  • Apple Certified Portable Technician (ACPT)
  • Highly motivated 
  • Resourceful
  • Computer diagnostics and repair
  • Sharp problem solver
  • Strong organizational skills
  • Patient and diligent
  • Organized
Accomplishments

Diagnosed hardware and software failures and resolved technical issues with a high success rate.​

Received many “exceeds expectations” ratings on performance reviews.​

Routinely helped as many as 40 customers each day in a high-volume retail outlet.

Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude.​

Received award for customer service recognition and ability to work well with the other team members.

Experience
04/2017 to Current
Macintosh Desktop Support TechnicianPublicis Groupe － Chicago, IL
- Created employee training materials and procedures to teach in-house workers proper software and hardware protocols.
- Resolved technical issues for clients in person, on the phone and through e-mail.
- Install new / rebuild existing Mac and Pc 
- Organize and coordinate activities associated with deployment and upgrade of software and hardware 


05/2013 to 04/2017
Certified Apple GeniusApple Inc. － Naperville, IL
My current position at Apple focuses on:
- customer service, friendliness, technical knowledge, troubleshooting skills, and effectively communicating with customers in a calm and understanding manner.
- Address issues, educational opportunities and solutions in a timely and friendly matter while also being mindful of ones own personal customer queue
- Mentor and deliver training to new employees
- Repair all Apple devices as an ACMT certified technician
- Multi-task between customer queues for both Mac and mobile devices 
- Performed desktop and laptop repairs for MAC and Mobile devices.
- Repaired and reinstalled software such as OS X and IOS devices.
- Diagnosed, installed, configured and repaired computer systems and
software.
- Continuously meeting weekly and quarterly objectives while maintaining exceptional customer service
- Worked with team to encourage individual and team growth to meet and excel in customer service and tech support.
01/2011 to 12/2012
Technical Support Specialist IITivit S/A - HSBC Bank Brazil S.A － Sao Paulo, SP
TIVIT is an integrated services of Business Process Outsourcing and technology company, leader in this sector in Latin America.
I had these responsibilities:
- Served at the client providing technical support at first and second levels.
- Exclusive support for VIP users (executives, heads, directors, CEOs and CIOs) including residential support.
- My fluent English helped the internal communication between different countries and Brazil
- With a solid knowledge in mobile technologies such as Ipad, Iphone and blackberry, I was able to provide support, create standard manuals/procedures and devices configuration/set up.
- Blackberry Enterprise Activation for users as well as backup and restore through Desktop Manager.
- Providing local and remote technical/help desk support, and installing, maintaining, and configuring computer systems.
- Set up for video conferences/meeting.
- Assist in tuning system to improve performance and security.
- Trained users in various aspects of webmail, Intranet, Microsoft Office and Lotus Notes.
Education
2006
Bachelor of Science: System InformationTechnologyUNIFIEO － Sao Paulo, SP, Brazil
2011
Associate of Science: Continuing EducationCollege DuPage － Glen Ellyn, IL, US
Classes Taken: - Academic ESL Grammar II - Academic ESL Listen/Speak III
Extra Curricular Classes
- Querying Microsoft SQL Server 2000 with Transact SQL
- Administering a Microsoft SQL Server 2000 Database
- Programming a Microsoft SQL Server 2000 Database
- Supporting Users Running Applications on a Windows XP Operation
- System - ITIL - Information Technology Infrastructure Library
- COBIT - Control Objectives for Information Technologies
- PMBOK - Project Management Body of Knowledge      
- ISO 20000 - Quality Management Systems
Languages
Bilingual Portuguese/English
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Resume Overview

Companies Worked For:

  • Publicis Groupe
  • Apple Inc.
  • Tivit S/A - HSBC Bank Brazil S.A

School Attended

  • UNIFIEO
  • College DuPage

Job Titles Held:

  • Macintosh Desktop Support Technician
  • Certified Apple Genius
  • Technical Support Specialist II

Degrees

  • Bachelor of Science : System Information Technology
    Associate of Science : Continuing Education
    Extra Curricular Classes

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