Experience

TenPlus Systems

• United States
• Information Technology & Services
• 1 - 100 Employee

• iOS Department Lead

  • Apr 2017 - Present

  iOS Department Lead at an Apple Authorized Service Provider. Brought experience and knowledge from Double Click and Apple to TenPlus launching and developing iPhone/iPad service. Grew department from 1,000 service tickets annually to over 2,000. Coached, trained and developed multiple technicians who have moved to different roles in the company. Responsible for scheduling Mac, iPhone, iPad and One to One training sessions. Create in-store digital marketing Keynotes. Assist the rare escalated customer. Create automatic email responses to customers. Communication with current and potential clients. Other day to day duties include sales, repair, training, consultations, inventory, scheduling, coaching, logging meeting notes, creating and outlining SOP’s.



Double Click Computers

• United States
• Computer Hardware Manufacturing
• 1 - 100 Employee

• Mac Technician

  • Dec 2016 - Apr 2017

  Apple Certified Mac Technician at a Premium Apple Authorized Service Provider. Built on a strong set of skills from my time at Apple but tailored them to a smaller, slower paced environment creating a more personalized experience. Launched and planned iPhone service strategy. Managed appointment queues. Performed administrator duties such as contacting customers before appointments and after repairs, shipping and receiving and managing inventory. Performed onsite repairs at residential and commercial properties. Conducted one on one training of iOS and Mac OS.



Apple

• Indonesia
• Software Development
• 1 - 100 Employee

• Genius

  • Feb 2012 - Oct 2016

  Apple Certified Mac Technician. Hardware repair Mac and iOS devices. Executed creative and innovative solutions for complex software and hardware issues to both home and business users. Mentored and on-boarded technicians. Excellent customer service within time constraints in a fast paced, busy, appointment based environment. One on one and group training of iOS and Mac OS. Apple Certified Mac Technician. Hardware repair Mac and iOS devices. Executed creative and innovative solutions for complex software and hardware issues to both home and business users. Mentored and on-boarded technicians. Excellent customer service within time constraints in a fast paced, busy, appointment based environment. One on one and group training of iOS and Mac OS.



T-Mobile

• United States
• Telecommunications
• 700 & Above Employee

• Tier III Technical Support

  • Nov 2006 - Sep 2011

  Help desk support. Opening, working and closing trouble tickets. World class customer service. Consultation to make sure customers are on the right plan, with the right features, with the right phone. Troubleshooting smart phones, finding the problem, and determining the correct actions to rectify the problem. Trouble shooting PC / Mac syncing issues. Assisting and guiding customers to get the most from their Windows Mobile, Android and Blackberry devices, and how to use them with their Mac or PC. Collecting bill payments. Troubleshooting BES, exchange servers, and other server based enterprise solutions. Troubleshooting POP3 and IMAP e-mail solutions. Developed leadership skills by coaching, mentoring and providing feedback to co-workers. Maintained high, above average scores to create a differentiated customer experience.



RadioShack

• United States
• Blockchain Services
• 700 & Above Employee

• Assistant Manager

  • Sep 2004 - Jan 2007

  Scheduling and managing a staff of 5 plus. Shipping and receiving. Inventory control. PC and Mac repairs. Build customer PCs. iPod and other consumer electronics minor repairs. Customer service and sales. Shopping and home setup advice. House calls for installations and delivery. Lead in sales most every month from April 2005 until November 2006 . Merchandising and floor changes. Ordering iPod accessories and other consumer electronics. Cell phone sales and management. Light house cleaning and care of an eclectus parrot.