Shaquille Scott
Support Manager at Personify- Claim this Profile
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Topline Score
Bio
Credentials
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Apple Certified Macintosh Technician (ACMT)
AppleAug, 2019- Nov, 2024 -
Apple Certified iPhone Technician (ACIT)
AppleApr, 2018- Nov, 2024
Experience
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Personify
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United States
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Software Development
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200 - 300 Employee
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Support Manager
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May 2022 - Present
Manage performance of individuals through continuous feedback including 1:1s and year-end reviews Ensure the team members have appropriate training and other resources to perform their job Maintain a strong working knowledge of Personify products and grow the working knowledge of the team Support the development of personal and professional goals of direct reports Monitor, score, and deliver feedback on quality of calls, emails and chats Handle escalated… Show more Manage performance of individuals through continuous feedback including 1:1s and year-end reviews Ensure the team members have appropriate training and other resources to perform their job Maintain a strong working knowledge of Personify products and grow the working knowledge of the team Support the development of personal and professional goals of direct reports Monitor, score, and deliver feedback on quality of calls, emails and chats Handle escalated customer issues with empathy and understanding Addresses disciplinary and/or performance problems according to company policy Manage incoming volume and ensure proper support coverage Participate in the hiring process by providing timely, objective feedback on candidates Create and deliver reports to various departments.
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Product Expert
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Dec 2020 - Apr 2022
Engage with customers via phone, email and live chat to resolve issues and answer questions. Determine the right course of action or escalation path for customer requests/issues. Document and track interaction details, issues, and actionable steps taken. Create and contribute to documentation initiatives including bug-reporting and knowledge-based articles to ensure up-to-date product information is available both internally and to customers via the customer… Show more Engage with customers via phone, email and live chat to resolve issues and answer questions. Determine the right course of action or escalation path for customer requests/issues. Document and track interaction details, issues, and actionable steps taken. Create and contribute to documentation initiatives including bug-reporting and knowledge-based articles to ensure up-to-date product information is available both internally and to customers via the customer portal. Collaborate with development, marketing, and product design teams to improve product.
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Milestone Technologies, Inc.
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United States
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IT Services and IT Consulting
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700 & Above Employee
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IT Field Technician @ Uber
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Apr 2020 - Dec 2020
• Act as the primary contact for all Uber and ATG internal IT support requests. • Provides hardware, software, and account Service Desk support and technical education to end users on computer, mobile devices, and printers. • Troubleshoots Mac, Windows and Linux software and hardware for end users through service desk walk-ups, chat, video conference and Jira. • Sets up mobile phone, MDM, email, VPN, and internet access for users via secure company network. • Triage, assign… Show more • Act as the primary contact for all Uber and ATG internal IT support requests. • Provides hardware, software, and account Service Desk support and technical education to end users on computer, mobile devices, and printers. • Troubleshoots Mac, Windows and Linux software and hardware for end users through service desk walk-ups, chat, video conference and Jira. • Sets up mobile phone, MDM, email, VPN, and internet access for users via secure company network. • Triage, assign, resolve, or escalate all incoming tickets. • General Network troubleshooting for network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network. • Procures, provisions and deploys equipment for end users • Onboarding administration. Prepares new hire hardware for deployment. Educate new hires on new software and technology related procedures to secure a swift onboarding process. Show less • Act as the primary contact for all Uber and ATG internal IT support requests. • Provides hardware, software, and account Service Desk support and technical education to end users on computer, mobile devices, and printers. • Troubleshoots Mac, Windows and Linux software and hardware for end users through service desk walk-ups, chat, video conference and Jira. • Sets up mobile phone, MDM, email, VPN, and internet access for users via secure company network. • Triage, assign… Show more • Act as the primary contact for all Uber and ATG internal IT support requests. • Provides hardware, software, and account Service Desk support and technical education to end users on computer, mobile devices, and printers. • Troubleshoots Mac, Windows and Linux software and hardware for end users through service desk walk-ups, chat, video conference and Jira. • Sets up mobile phone, MDM, email, VPN, and internet access for users via secure company network. • Triage, assign, resolve, or escalate all incoming tickets. • General Network troubleshooting for network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network. • Procures, provisions and deploys equipment for end users • Onboarding administration. Prepares new hire hardware for deployment. Educate new hires on new software and technology related procedures to secure a swift onboarding process. Show less
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Apple
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United States
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Computers and Electronics Manufacturing
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700 & Above Employee
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Genius
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Aug 2019 - Apr 2020
• Led the Genius Bar by managing a team of 20-30 technicians on a daily basis having customer satisfaction as well as timely assistance at the center of the experience. • Provided mentorship and support to subordinates and colleagues by acting as the go-to resource for any technical and/or customer service matters • Organized and facilitated training sessions for new team members; ensured members understood and adhered to company policies and standards • Thoroughly diagnosed, triaged… Show more • Led the Genius Bar by managing a team of 20-30 technicians on a daily basis having customer satisfaction as well as timely assistance at the center of the experience. • Provided mentorship and support to subordinates and colleagues by acting as the go-to resource for any technical and/or customer service matters • Organized and facilitated training sessions for new team members; ensured members understood and adhered to company policies and standards • Thoroughly diagnosed, triaged and troubleshooted issues with various Apple products; provided timely and precise resolutions to customers • Maintained Apple’s high-quality standards with each repair which reduced repeat repairs and POS cost overrides • Managed the iPhone repair team to ensure quick turnaround times throughout the day
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Technical Expert
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Apr 2018 - Aug 2019
• Utilizing troubleshooting skills to assist Apple customers, with a focus on iOS devices. • Conducting a thorough diagnosis of iOS devices, to determine whether the problem is a software issue, an issue requiring modular repair or whether a whole unit replacement is required. • Providing feedback to customers on what the specific issue with their device is, explaining the repair options open to them and giving guidance on the options that best meets their needs. • Performing software,… Show more • Utilizing troubleshooting skills to assist Apple customers, with a focus on iOS devices. • Conducting a thorough diagnosis of iOS devices, to determine whether the problem is a software issue, an issue requiring modular repair or whether a whole unit replacement is required. • Providing feedback to customers on what the specific issue with their device is, explaining the repair options open to them and giving guidance on the options that best meets their needs. • Performing software, modular and whole unit repairs on iOS devices. • Educating and mentoring Technical Specialists on iOS devices.
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Expert
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Nov 2017 - Apr 2018
• Demonstrating the ability to inspire and educate teammates and customers by showcasing deep and thorough knowledge of our hero products, having a fundamental understanding of their unique features and benefits. • Required a drive for results, performing at an exemplary and consistent level with a focus on high volume sales and the ability to convey the utmost importance of a multitude of our retail services. • Maintained the number one position on the store leaderboard while having the… Show more • Demonstrating the ability to inspire and educate teammates and customers by showcasing deep and thorough knowledge of our hero products, having a fundamental understanding of their unique features and benefits. • Required a drive for results, performing at an exemplary and consistent level with a focus on high volume sales and the ability to convey the utmost importance of a multitude of our retail services. • Maintained the number one position on the store leaderboard while having the highest volume in sales as well as the highest percentage for service attachments. • Functioned as a resource for peers hoping to develop and strengthen their abilities and overall confidence with customers, as well as using these same skills to reach out to and establish relationships with Business clients with often more intricate needs.
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Specialist
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Jan 2016 - Nov 2017
• Being the first person of contact for customers when they enter the store. • Interacting with customers to determine their needs, and providing solutions. • Providing customers with assistance in purchasing and setting up their new devices. • Maintaining visual merchandising in the store • Assisting team members. • Conducting Apple product sales.
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Education
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2013 - 2016
Humber College
Associate's degree, Paralegal
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