Director Of Client Services

• Jan 2021 - Present

IT Engineer

• Jul 2016 - Present

Provide primary technical support for multiple small-to-medium sized businesses in the Greater Boston area. Travel onsite to multiple clients weekly. Deliver remote support, including remote desktop and on-call support. Address and maintain large ticket queues and supply fast answers and solutions. Consult best possible solutions based on clients' needs. Design overall IT infrastructure. Promote and manage various forms of information and data security. Configure and install a variety of hardware. Design, install and maintain networks. Manage and facilitate employee on-boarding and off-boarding. Create and maintain a database of documentation for each client, including device inventory, and support articles. Show less

Team Lead

• Jul 2016 - Present

Creative

• Jul 2013 - Jul 2016

Educate customers to use and understand their Apple devices and software. Tutor customers of all ages and abilities in individual, one-on-one trainings. Teach both small and large groups in topic-based workshops. Facilitate and educate children in Apple Store Camp and Field Trips. Proctor and manage study hall-styled trainings. Train customer with accessibility challenges, including vision-, hearing-, and physically-impaired and individuals with learning disabilities. Provide software solutions for all specific customer needs. Troubleshoot technical issues.Provide technical support and customer service for Genius Bar appointments. Troubleshoot issues on iPhone, iPad, and iPod and provide multiple solutions to customers related to hardware and software issues.Train new internal employees in their roles. Establish supportive relationships with peers. Encourage professional development. Assist peers with their in-role opportunities and manage their goal setting and achievements.. Show less

Red Zone Specialist

• Jun 2012 - Jul 2013

Deliver product solutions for customers. Provide exceptional customer service to ensure satisfaction, including selling Apple products, assisting with set-up of new Apple products, and troubleshooting.

Office Assistant

• 2006 - 2007

Answered and re-directed customer/vendor queries to staff of 25 and maintained filing system. Answered and re-directed customer/vendor queries to staff of 25 and maintained filing system.