Cyber Security Program Manager

• Nov 2021 - Present

Information Technology Consultant

• Nov 2021 - Present

Client Technology Analyst II

• Oct 2019 - Oct 2021

Desktop Support Specialist II

• Mar 2019 - Nov 2019

Desktop Support Specialist

• Oct 2017 - Feb 2019

Genius Admin

• Sep 2014 - Sep 2017

Execute a repair strategy that supports the goals of the business, provides exception customer service, and promotes team development. Consistently monitor all open repairs in the store, especially those with priority. Serve as central point of communication for customer service issues. Work with customers to restore faith in the company and resolve escalated issues that require creative thinking, effective communication, professionalism, and interpersonal savvy. Constantly communicate with management about ongoing initiatives and act as a liaison between leadership and the team. Provide feedback daily to technicians to promote development and ultimately deliver the best customer experience possible. Ensure my team is set up for success in every interaction through training, shadowing, and constant dialogue.

Genius

• Jun 2013 - Sep 2014

Troubleshoot Mac hardware and Mac OS X software issues with customers in a timely and efficient manner. Performed hardware repairs, PC data migrations, network troubleshooting, and data solutions. Managed internal servers for restore images and triage utilities. Restored relationships with customers by resolving technology problems and customer service issues.

Family Room Specialist and Mentor

• Jun 2011 - Jul 2013

Troubleshoot iOS devices with customers. Performed modular repairs on iPhones. Taught personal training sessions to people new to OS X and iOS. Created promoters of Apple by providing unparalleled customer service. Developed and facilitated training to peers on new products and business strategies. Conducted hiring seminars to help identify candidates. Facilitated Core Training, a mandatory three-day assimilation for all new Apple Retail employees. Gave feedback to peers on a regular basis to help improve customer experience and team dynamics.

Specialist

• Jan 2011 - Jun 2011

Provided solutions for customers looking to purchase technology based upon individual needs. Introduced people to Apple as a brand and created transformative interactions that empowered people to get the most out of their technology. Taught group workshops to the public on iOS and OS X.

HR Assistant

• Jul 2008 - Oct 2009

Multiple roles with varying responsibilities included reviewing up to 800 resumes per week to fill available positions, tracking, approving, and archiving marketing payments of roughly $1 million per week, and initiating chargeback rebuttals to various banks for our e-commerce site with twelve million members through conversation with appropriate representatives and supplying necessary information. Multiple roles with varying responsibilities included reviewing up to 800 resumes per week to fill available positions, tracking, approving, and archiving marketing payments of roughly $1 million per week, and initiating chargeback rebuttals to various banks for our e-commerce site with twelve million members through conversation with appropriate representatives and supplying necessary information.