• Develop professional relationships with our customers, from end users to IT engineers to executives.• Introduced and enlisted new customers into Apple SaaS device management products and software agreements by explaining or demonstrating product features, benefits and user experience. • Partner with Customer Success Managers as a Systems Engineer for new Apple Business Essentials customers, ensuring customer confidence, and providing direction to ensure a smooth integration. • Evaluated, Identified and resolved hardware, software and network related problems through triaging, troubleshooting and testing. • Collaborate with various teams and departments to provide resolutions to complex problems.• Contributed to global database of technical articles and documentation providing how-to and SOP.• Edited how-to/SOP video presentations for global audience, including creating and managing assets.

• User studies - collecting, organizing, analyzing and directing qualitative and quantitative data on pre-release hardware & software to drive code change and address hardware concerns prior to first customer ship.• Recruited candidates for pre-release product testing.• Administered program training and provided point of contact for participants.• Oversaw user-generated tickets to ensure issues are routed to the appropriate engineering team, and collected feedback to improve future designs.• Liaised with DRIs and PMs on weekly meetings to discuss trends and issue ranking. • Minimized information leaks with access control to sensitive systems.• Participated in specifying and evolving QA and testing processes.

• Evaluated and iterated with director and fellow animators to addresses feedback and improve animations.• Presented design work to clients and internal stakeholders to share and challenge ideas.• Improved project plans by creating storyboards showing current development arcs, planned directions and timeline requirements.• Authored memorable cinematic vignettes and environmental animation to support project goals.• Combined knowledge of character rigs, game animation pipelines and animation integration to complete quality work.• Adapted to, and met schedules and budget targets with well-coordinated and executed designs.

• Handled top-tier and complex cases involving wide-ranging desktop and mobile technical knowledge related to Apple Business and Education products and services.• Created personal and memorable experience for every customer needing help with diverse technical issues.• Assisted teammates across different customer issue, providing resources and process needs to form a resolution.• Recorded customer issues on database to streamline process and fastrack resolutions.• Guided calls using excellent communication skills and decisive approach.• Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.• Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling.• Contributed to global database of technical articles and documentation providing how-to and SOP.

• Met with clients to assess project requirements, develop ideas and discuss production needs.• Developed multimedia assets for use in different products, presentations and production works.• Managed complex projects from design and development through final editing.• Prepared for filming by assembling sets and selecting cameras, lighting and audio equipment.• Identified, secured and sequenced shot locations to achieve production vision.• Created animation and motion graphics content, assets and layouts for diverse clients and projects.• Edited using DaVinci Resolve, Final Cut Pro and Motion to create professional results.

• Promoted consistency across brand aesthetics and tone of voice for photography, graphic elements and copy.• Translated marketing and strategic briefs into engaging creative concepts that supported business objectives and goals.• Followed and applied brand standards to produce artwork, layout and template design, creating artwork with illustrations and photography.• Gave and solicited feedback from other designers to continually raise bar for quality.• Led strategic decision-making in situations with limited information and tight time constraints.• Led project planning and development, quality control and final review to control milestones and deliverables.

• Enhanced customer satisfaction with fast, knowledgeable service.• Drove customer retention and trust by utilizing interpersonal savvy and honest, personable interactions.• Troubleshot and resolved issues with customer Mac and iOS devices.• Disassembled, replaced components as needed, and reassembled Apple products with skill, verifying performance after each repair.• Overcame objections with successful product demonstrations and persuasive communication skills.• Investigated and resolved reported customer issues for improved customer satisfaction.• Exceeded sales objectives to capture new leads and customers.