• Managing simultaneous real time user troubleshooting needs across diverse hardware and software• Triage client needs in order to conduct root cause analysis and diagnose hardware and/or softwaretechnical issues• Consistently ranked Top 10% Performer in evaluative Key Performance Indicators (KPIs)

• Supported network infrastructure to ensure the seamless functionality and coordination of global multi-sitehardware validation labs• Developed procedures and supporting templates leveraging Ansible to manage automation of services forhardware validation lab devices• Diagnosed and resolved hardware and network issues, employing expertise in TCP/IP Networking, IPs,subnets, and network protocols• Conducted diagnostics and resolved post-deployment test failure utilizing array of debugging tools,including ping, traceroute, and MTR• Assessed network security risks; tested and verified network vulnerabilities, recommended securitysolutions, and collaborated with internal network teams to resolve exposed testing environments• Advised senior leadership on crucial high load lab network performance issues and independentlyspearheaded subsequent resolution effort, analyzing complex operational issues related to lab networkquality assurance (QA), developing and executing strategies and solutions through coordination andcollaboration with cross-functional teams, preparing internal reports, and providing implementationoversight to achieve upgraded network stability and performance• Audited and inventoried network hardware for Cupertino-based lab sites, in service of departmenthardware upgrade initiatives• Managed user support ticketing systems for assistance via JIRA and Slack

• Selected for pilot Chat Advisor program, testing and troubleshooting chat support functions pre-deployment• Independently designed and implemented weekly worker metric evaluation dashboard to provide staffchat performance KPI visibility to management• Performed rotating managerial support for T1/T2 chat and phone teams• Regularly presented on best practices, technical information and responsibilities of T2 Chat in staffmeetings• Designated mentor for T2 Chat colleagues on unique challenges related to task responsibilities• Ensured department achievement of service level agreement (SLA) through voluntary accommodation ofdepartment scheduling needs• Employed JAMF technology for service and updates to internal Apple systems

• Maintained comprehensive ownership of handled cases, requiring strict attention to detail, organization,strong communication, and consistent follow-up with engineers, clients, and customers• Provided expert technical guidance, interpretation, and resolution for all applicable Apple technologypolicies, processes, and practices• Employed exceptional time management practices to exceed department schedule adherence goals• Designated mentor to colleagues, providing input, feedback, and modeling of technical and proceduralbest practices• Completed internal Apple Certified Macintosh Technician (ACMT) training

• Exceeded all goals and performed in the top percentage of advisors during tenure• Achieved a six-week consecutive top score on job role attributes prior to promotion to Senior Advisor• Utilized standard troubleshooting methodology to determine accuracy and relevance of customerinformation; diagnose troubleshooting; use sound judgment to generate solutions and evaluatealternatives; and verify issue resolution• Used knowledge of products and services to make recommendations for client-centered needs• Satisfied clients and customer expectations through needs assessment, information provision, problemsolving, and commitment to superior customer service• Obtained Team Manager Apprentice (TMA) training

• Provided initial contact with clients, checked in products for service and maintained communication during repair• Performed multi-level diagnostics to determine software/hardware issues and suggest product/service solutions tailored to the client’s needs• Performed complex PC and Apple laptop hardware repairs; performed all Apple hardware repairs• Supported, trained, developed and coached Agents and other store personnel• Participated in new test initiatives for data recovery and warranty repair services• Exceeded revenue goals for weekly and monthly comparables; consistent above average revenue per transaction