Product Designer

• Jul 2022 - Present

Co-Owner / Director

• Nov 2018 - Jun 2022

Taking over as the new co-owner and director for iStore, I oversee the day-to-day operations and expand the service centre as demand grows whilst maintaining and improving technician/service centre workflows to help ensure high efficiency. I represent iStore during Apple Audits and actively ensure high levels of customer satisfaction by exceeding customer expectations and quickly resolving any customer issues whilst encouraging conversations around Integrity, Honesty, Respect and Compliance. I lead and manage the service centre while mentoring staff across the business. I develop training documentation to guide new technicians through Apple’s Global Service Exchange, as well as store-based service job creation, record keeping and invoicing. I implement and refine Mail-In and Drop-In service processes using popular and trusted third party tools. Finally, I provide feedback to Apple and other channel partners whilst work together to actively resolve issues.Key Achievements:Successfully negotiated a new shareholder agreement and commercial lease for the acquisition of iStore from original owners. Show less

User Experience Designer / Web Developer

• Jan 2018 - Jun 2022

Working as iStore’s UX/UI Designer and In-house Developer, I perform user research, testing and persona generation, wire framing and full pixel mock-ups. I plan, develop and maintain new website (www.istorenz.com) to increase and drive brand identification for both sales and service, using modern design applications such as Affinity Designer and Photoshop for all web assets. Whilst maintaining and updating clear and concise customer facing service pricing and information, I design and roll-out store-based refresh (merchandising and advertising) and implement online marketing campaigns as market forces require it. I troubleshoot website performance issues as well as manage and update network hardware, macOS Server and macOS virtual machines. Show less

Apple Certified Macintosh Technician

• Dec 2011 - Jun 2022

As an Apple Certified Mac & iOS Technician, I analysed and performed repairs related to Mac systems, operating issues, and their peripherals whilst installing, configuring and fixing macOS and interacting with their users and guiding them on queries and issues related to hardware and software. I processed streamlining for both external and internal documentation which included invoicing, service work reporting, emailing etc. I partnered with IT help desk and network infrastructure teams to perform diagnostic tests to evaluate and isolate system problems and suggest suitable solutions. I carried out data backups of Apple/Macintosh equipment including computers with other operating systems, such as Windows and Linux, and servers. Show less

Apple Certified iOS Technician

• Dec 2011 - Nov 2018

Sales and Support Assistant / Apprentice Mac Technician

• Jan 2010 - Nov 2011

As the adept sales assistant and apprentice technician for Wired Dog Retail, I provided assistance to sales staff in capturing new clients as well as support to sales personnel in strengthening customers’ base. I answered and responded to customer inquiries regarding products or services, assisted and supported sales department in managing customer balances and the sales team in achieving hundred percent sales outcomes. Whilst executing sales orders received through inbound calls from customers, I generated lead possibilities and communicated to the sales department. I worked with Lead Mac Technician and assisted in diagnosing computer hardware and software issues. I repaired and replaced computer hardware components as needed whilst creating repair cases with hardware manufacturers and completing repairs according to specified protocols. Finally, I stayed current on necessary training as directed by supervisor. Show less

Sales Assistant

• Apr 2008 - Jan 2010

Worked throughout multiple stores in Auckland as Dick Smith’s highly capable Sales Assistant. I provided general customer service and sales assistance and helped customers choose electronic equipment and devices whilst processing payments and accepting cash, making change and applying coupons and/or promotions. I specialised in selling electronic devices and spent a significant amount of time answering customer questions about pricing and features, providing information to customers deciding between two different items and/or explaining why a particular device was a better fit for a particular customer’s needs. I monitored and recorded inventory and stock levels by periodically checking inventory, comparing it to expected levels, and taking note of discrepancies or missing stock. I monitored the sales floor to ensure that items were well stocked and correctly priced. I supported sales goals by promoting value-added items such as extended warranties and device insurance, presenting customers with information regarding replacement costs and insurance coverage. Whilst operating a dolly and lift to move stock to the sales floor, I assisted customers and other store personnel with transporting heavy items. Show less