Production Support Engineer

• Aug 2022 - Present

IT Specialist

• May 2021 - Aug 2022

IT Support Lead

• Jan 2019 - Jan 2021

• Handle all C-Suite and Executive level support.• Highest level of support for IT tickets.• Oversee team adherence to all company policies and procedures.• Manages Inventory Support Specialist's objectives and staff

Senior IT Support Specialist

• Feb 2017 - Jan 2019

• Responsible for Tier 2 and priority tickets.• Team liaison between support and IT systems administrators.• Took on portions of the systems administrators work load.

IT Support Specialist

• Jul 2016 - Feb 2017

• Provided support for a mixed platform environment consisting of MacOS, Windows, iOS, Android, Windows Server, Active Directory, Digium Switchvox VOIP, VMware, and Cisco Meraki.• Created training documentation, training videos, led new hire orientation, and facilitated training to individuals and company wide.• Provided end user support, trade show support, and remote support.• Abided by strict HIPAA standards and regulations.

Manager (Career Experience)

• Jan 2016 - Jul 2016

• Developed individuals to grow and achieve their professional and personal goals. • Inspired and coached employees to deliver the best customer experience. • Recognized individual achievements and coached employee performance. • As a leader on the floor I ensured the customer and team experience reflected Apple's values. • Led the shopping experience with an emphasis on iPhone sales and services attachments. • Adjusted team coverage in the moment to meet demand.

Mac Genius

• May 2012 - Jul 2016

• Maintained customers’ trust in Apple as the skilled expert, troubleshooting and repairing products. • Used problem-solving and people skills to assure Genius Bar customers of swift resolutions to their technical problems. • Educated team members about products, while independently keeping my own technical know how up to date. • Earned the trust of customers and coworkers alike by offering guidance, knowledge, and even tips and training.

In Store Guest Trainer

• Aug 2014 - Mar 2015

• Planned, scheduled, and facilitated all staff technical and product training.• Responsible for the new hire on-boarding experience.

Technical Specialist

• Jan 2012 - May 2012

• Customer service knowledge of menu items to improve sales. • Assisted in the installation of all electronic devices. • Maintained point of sale system for management. • Installed wireless networking equipment for all computers.

Sales Specialist

• Dec 2010 - Dec 2011

• Created energy and excitement around Apple products by providing the right solutions and getting products into customers' hands.• Guided customers by advising, selling, and even setting up their new products.

Account Executive

• Jan 2010 - Dec 2010

• Generated and contacted over 100 leads a day. • Effectively articulated the value added services offered by the company. • Generated and contacted over 100 leads a day. • Effectively articulated the value added services offered by the company.

Network Administrator

• Oct 1999 - Dec 2009

• Coordinated all IT matters of the school. • Designed and implemented the wired and wireless network infrastructure. • Led a zero downtime migration of Microsoft Exchange services to Google Cloud platform. • Implemented and managed Windows NT, Windows 2000, Windows 2003, Microsoft Exchange servers and ISA servers. • Coordinated all IT matters of the school. • Designed and implemented the wired and wireless network infrastructure. • Led a zero downtime migration of Microsoft Exchange services to Google Cloud platform. • Implemented and managed Windows NT, Windows 2000, Windows 2003, Microsoft Exchange servers and ISA servers.