Christopher O. Email & Phone Number

Fort Lauderdale, Fl, Us

Miami, Florida, Us

- Engage in cross-functional collaboration with Integral Development and Infrastructure Teams across multiple flagship brands.- Facilitate the seamless integration of new applications and infrastructure into Observability and DevOps frameworks.- Employ automation strategies to optimize Observability Agent Deployment across our fleet of ships, enhancing operational efficiency.- Foster collaboration with Developers and Engineers to refine application monitoring, minimizing noise and maximizing effectiveness.- Provide crucial support during critical incidents (P1-P0’s) by efficiently extracting pertinent information to expedite issue resolution in war room scenarios.- Develop automation scripts to streamline operational workflows, benefiting both our team and other shared services teams encountering similar challenges.- Maintain readiness through participation in an On-Call rotation, promptly addressing unexpected incidents to ensure system stability and reliability.- Design and implement Synthetic Tests to simulate user interactions with our web products, generating actionable insights and enabling proactive alerting.- Contribute to individual or team-driven projects as directed by Project Managers, demonstrating adaptability and commitment to organizational goals.

New York, New York, Us

- Prioritize support tickets and calls based on their business impact, ensuring efficient allocation of resources to critical issues.- Demonstrate proficiency in swiftly analyzing and resolving issues within the ticket queue while maintaining meticulous documentation of resolutions. - Provide guidance and training to support staff to enhance overall team capabilities.- Contribute to the establishment of Fail Over Servers and Replacement Servers for store environments, ensuring resilience and continuity of operations.- Perform troubleshooting and replacement of various hardware components including computers, monitors, printers, barcode scanners, and handheld terminals in a dynamic and fast-paced setting.- Collaborate closely with development and engineering teams to design, construct, and test integrated job streams, serving as a liaison between the Help Desk and technical departments to facilitate seamless communication and problem resolution.- Develop comprehensive documentation outlining standard operating procedures for Help Desk levels I and II, ensuring consistency and efficiency in support processes.- Adhere rigorously to established processes and procedures governing the use and support of operational software tools, hardware, and system software. Maintain strict compliance with service management support processes such as IT Service Management (ITSM), Incident, Problem, and Change management.- Provide mentorship and coaching to IT Help Desk Level I and Level II Technicians, fostering a culture of continuous learning and professional development within the team.

Cupertino, California, Us

- Employ remote troubleshooting techniques to address POS Application issues promptly and effectively within the framework of Incident Management protocols.- Implement proactive monitoring measures to ensure the ongoing health and stability of the Application, utilizing a range of tools including Splunk and Help Central (ServiceNow).- Foster collaboration with Developers and Engineers to swiftly resolve issues and implement enhancements aimed at optimizing the performance and reliability of the Application.- Execute updates to previously unmapped view controllers within the Application utilizing SQL queries, ensuring data integrity and system functionality.- Conduct thorough incident analysis leveraging both internal and external diagnostic tools, facilitating comprehensive problem resolution and preventative measures.- Utilize SQL to update Oracle Databases and manage version control through GitHub, maintaining meticulous records and adhering to best practices in software development.- Contribute to both individual and team-driven projects as assigned by the Project Manager, demonstrating adaptability and dedication to achieving project objectives.

Cupertino, California, Us

- Spearheaded a team of up to 35 Advisors within AppleCare Support, providing mentorship, support, and coaching to navigate a distinct role transition from Retail environments.- Achieved notable success as a Retail Team Lead (RTL), with my team consistently attaining high Customer Satisfaction (CSAT) scores and exemplary Issue Resolution rates, surpassing organizational benchmarks and demonstrating continuous improvement quarter after quarter.- Emphasized a leadership approach centered on fostering positive behaviors and prioritizing quality outcomes over mere metric attainment. Recognized that cultivating the right behaviors within the team is pivotal to achieving sustainable performance enhancements.- Appointed as Lead Genius to enhance cross-functional collaboration, wherein I collaborated with the Business Team to establish a dedicated Business Tech Team, effectively generating leads from the Grove. This initiative resulted in a remarkable year-over-year (YOY) increase of over 200% in Business Leads and participation from the Grove team.- Certified for proficient Mac and iPhone repairs, demonstrating expertise and proficiency in hardware maintenance and repair procedures.

Cupertino, California, Us

- An in-role experience to lead a team of up to 35 Advisors, providing guidance, support, training and coaching to a new and different role as compared to Retail within AppleCare Support. - Met and exceeded goals in CSAT (Customer Satisfaction) and Issue Resolution consistently throughout the experience. - Executed on management and administrative tasks such as leading staff meetings, conducting regular one-on-one’s, training, and development of employee performance.- Ensured daily, monthly, quarterly operational metrics were met.- Drove operational improvements, customer satisfaction, team collaboration, and recommended innovative solutions to business challenges faced early on in the program.

Cupertino, California, Us

- Provided feedback and recognition to the team based on observations of customer and employee interactions. - Identified and recommended daily staffing, scheduling, and zoning changes. - Supported and participated in Team Huddles using approved materials and direction from leadership. - Demonstrated Customer Focus by meeting the expectations and requirements of both internal and external customers. - Demonstrated good Decision Quality by demonstrating the ability to use analytics, experience, and judgement when making decisions or suggesting solutions. - Effectively communicated the vision and priorities to support delivering an incredible customer experience. - Capable of delegating and collaborating, and will act in the best interest of the team and business at all times.

Cupertino, California, Us

- Delivered personalized mentoring and training sessions to equip all team members within my store with the requisite knowledge and skills for success in their respective roles, fostering a culture of continuous learning and professional development.- As an Expert, played a pivotal role in fostering greater cohesion and collaboration within the Expert team, enabling us to exert a more impactful influence on the broader store team dynamics.- Leveraging my extensive background in Retail Management, I forged meaningful connections with team members and provided tailored guidance to enhance their proficiency and effectiveness as Experts. This approach facilitated their growth and development, culminating in my advancement to the role of Product Zone Lead.

Cupertino, California, Us

- Consistently delivered exceptional customer experiences, ensuring utmost satisfaction for every customer interaction, as evidenced by consistently high Net Promoter Scores (NPS).- Fostered connections with various teams within the store to gain deeper insights into Apple's culture and standards, aligning with the company's ethos of collaboration and shared values.- Handpicked to join the Aventura Training Team, where I collaborated with experienced mentors who had previously guided me during my onboarding at Apple. This opportunity enabled me to contribute to the development and training of new hires and existing team members, empowering them to excel and uphold Apple's standards of excellence.

Dallas, Tx, Us

- Provided Sales Representatives guidance to achieve their sales goals through DIRECT coaching. - Consistently passed yearly Store Audits showing attention to detail in all aspects of the business. - Provided all within my store the knowledge to succeed within the company through One-on-One coaching, allowing many Direct Reports to be promoted or moved to better positions. - Led teams through several key corporate changes and motivated the team to perform to their best of their abilities.

- Began as a Sales Representative, quickly hit Sales and Customer Service Quotas. - Promoted within 3 months to Store Manager, ultimately taking charge of two of the company's NYC locations. - Provided Sales Representatives guidance to achieve their sales goals through coaching. - Consistently passed yearly Store Audits showing attention to detail in all aspects of the business. - Conducted weekly Inventory Management counts.

Business Administration And Management, General

Devops Backend Bootcamp

Bachelor'S Degree, Business Administration And Management, General