Experience

Aeras Technologies

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Chief Information Officer

  • Jan 2023 - Present

  Orlando, Florida, United States

• Director of Information Technology

  • Jan 2021 - Jan 2023

  Orlando, Florida, United States “Aeras is an Apple focused IT firm that will provide the best in the industry to full fill all your needs”



Mosyle Corporation

• United States

• Project Manager / Systems support

  • Nov 2018 - Jan 2021

  Orlando, Florida - macOS, iOS, tvOS support, deployment, training, and troubleshooting - Cloud integration and support - Active Directory Support - Virtualization deployment and testing - Minor script editing - Cloud internet security, cloud gateway, web filter, and VPN deployment - Windows Systems from XP to current - Collaborate with Developers, Engineering, Operations, Technical Support, and Sales to ensure alignment across the business needs - Conduct post-event analysis with developers… Show more - macOS, iOS, tvOS support, deployment, training, and troubleshooting - Cloud integration and support - Active Directory Support - Virtualization deployment and testing - Minor script editing - Cloud internet security, cloud gateway, web filter, and VPN deployment - Windows Systems from XP to current - Collaborate with Developers, Engineering, Operations, Technical Support, and Sales to ensure alignment across the business needs - Conduct post-event analysis with developers and engineering teams to prevent future occurrences Show less



Tesla

• Denmark
• Technology, Information and Internet
• 1 - 100 Employee

• Assistant Service Manager

  • May 2016 - Nov 2018

  Orlando, Florida As an Assistant Service Manager, I was responsible for driving excellent results in customer service and operational efficiency in our service centers while retaining customers. - Developing and implementing strategies and initiatives aligned with the overall business strategyUsing and developing training materials - Managing the recruitment and selection process - Tracking KPI’s for business growth like sales revenue, net profit margin, gross margin, net promoter score - Focus on… Show more As an Assistant Service Manager, I was responsible for driving excellent results in customer service and operational efficiency in our service centers while retaining customers. - Developing and implementing strategies and initiatives aligned with the overall business strategyUsing and developing training materials - Managing the recruitment and selection process - Tracking KPI’s for business growth like sales revenue, net profit margin, gross margin, net promoter score - Focus on quality of service, process development with improvement as well as corrective action Customer Focused - People Leader - Operational Acumen - Automotive Knowledge - Escalation management - Show less



Apple

• Indonesia
• Software Development
• 1 - 100 Employee

• Lead Genius

  • May 2006 - May 2016

  Greater Atlanta Area As a leader of over 80 people, I ensure that the entire team - including Geniuses, Family Room Specialists, and the Genius Admin - provides the appropriate level of customer service at the Genius Bar and throughout the store. I am consistently action-oriented and motivated to what’s best for the customer and the store team. A large concentration of my role was training and development. - Deliver training and designing development plans for current employees and new hires - Deliver… Show more As a leader of over 80 people, I ensure that the entire team - including Geniuses, Family Room Specialists, and the Genius Admin - provides the appropriate level of customer service at the Genius Bar and throughout the store. I am consistently action-oriented and motivated to what’s best for the customer and the store team. A large concentration of my role was training and development. - Deliver training and designing development plans for current employees and new hires - Deliver training of new systems, hardware, software and support plans to current employees - MacOS software and hardware troubleshooting and installation - Windows software trouble shooting and installation - iOS software troubleshooting and installation - Hardware and software design and setup - Address Genius customer service escalations and works with management to ensure that all escalations are addressed as quickly as possible - Lead new training initiatives associated with the services and repair business - Assists candidates and mentors through new Genius training - Delivers feedback to Geniuses based on observe Genius bar sessions and reviewing Genius Room repairs - Provides training and feedback to store staff about Genius bar operations - Partner with Managers to amen sure that the Genius Bar is properly staffed - Informs the management team about daily activities and issues that affect the repair and service business - Develops strategies to increase Genius Bar session availability, reduce customer wait times and meet customer demand - Ensure that all services and repairs comply with established procedures - Ensure that employees comply with daily break and meal period policies Show less



Toyota Motor Corporation

• Motor Vehicle Manufacturing
• 700 & Above Employee

• Automotive Technician

  • Jan 1998 - May 2006

  Chattanooga, Tennessee Area I was responsible for basic and advanced automotive repairs and maintenance on Toyota products, including Scion, Toyota and Lexus. My responsibilities included troubleshooting of electrical and mechanical issues. Repairs and maintenance on all Toyota products. Recommendations on service of a customer's vehicle as well as warranty and out of warranty replacement of parts and equipment. Careful consideration of recommendations and the ability to time-line the issues while also considering the… Show more I was responsible for basic and advanced automotive repairs and maintenance on Toyota products, including Scion, Toyota and Lexus. My responsibilities included troubleshooting of electrical and mechanical issues. Repairs and maintenance on all Toyota products. Recommendations on service of a customer's vehicle as well as warranty and out of warranty replacement of parts and equipment. Careful consideration of recommendations and the ability to time-line the issues while also considering the impact of safety and cost of those repairs and maintenance needed. Show less