As a Senior IT Support Associate, adept at delivering efficient and friendly IT support, I excel in triaging and resolving Tier 1 and Tier 2 Service Desk issues within the Jira Service Desk environment. My role involves ensuring timely solutions, meeting SLAs, handling SaaS applications, and end-user hardware. I'm well-versed in troubleshooting, as well as managing corporate IT environments, via extensive experience. Leveraging ITSM tools and maintaining comprehensive knowledge of major SaaS productivity tools, with nearly 10 years of experience working in Technology; I possess strong analytical skills, exceptional troubleshooting abilities across diverse operating systems, and a penchant for meticulous documentation. I thrive in collaborative environments, contributing actively while continuously seeking to learn and teach out learns where applicable.

Apple iOS - creating, updating and organizing materials, and training sessions. Facilitating formal trainings across the firm on an ongoing basis. Collaborate with IT team to develop user training materials and help orchestrate and support trainings. Creating deliverables with the highest standards of quality and accuracy. Work across multiple projects and handle various priorities at the same time. Asset management of Apple MDM test units for IT team utilization across offices. Displaying executive presence and client service approach.

As a Technical Expert, responsibilities include providing insightful advice and friendly, hands-on technical support to Apple customers in need. You quickly diagnose product issues on the spot, explaining situations with patience and compassion. You offer solutions to quickly get users up and running again based on software and hardware troubleshooting knowledge. You earn the trust of customers and co-workers alike as you offer mentorship and knowledge, as well as tips and training. An aptitude for acquiring skills in technical repairs and an eagerness to learn about all Apple products and devices is expected of the role, as iOS device hardware repairs are a part of the Technical Expert role. Excellent prioritization skills and an ability to make decisions quickly, as well as verbal and written communications skills, are the tools that are used in order to make the customer journey successful within this role. Success in team environments, and demonstrating shared responsibility and accountability with other team members supports wrapping up both the employee and customer journeys in order to provide the best experience.

As a Genius Admin, duties include management of all repairs, providing up to date information in all aspects of the Genius Bar from new initiatives and store priorities, to extensive operations and inventory knowledge as well as technical knowledge and a complex understanding of systems and operations. Duties also include managing the workload that the Technical Specialists and Geniuses get and ensuring that it meets company standards, giving priority to customer satisfaction. Additional Genius Admin competencies include being able to use a detail-oriented mindset to ensure all work is executed and done properly, having the ability to multi-task effectively, and being able to juggle the task of working with multiple teams at all times. Must maintain a constant level of composure, have excellent time management skills, always be able to make quick decisions, as well as use problem solving and people skills to assure swift resolutions to technical problems being found.

As a Product Specialist, duties included maintaining a constant level of knowledge in regards to all Apple products and competitor products. Keeping a strong focus and agility level when it pertains to learning new information due to the consistent changes in the technology field. Having proper judgement in order to provide others with the right solutions to get the proper products into customers’ hands. Uncovering customers’ needs through knowledge of products in order to provide exceptional customer experiences within the store. Ensuring that strong communication skills are fostered in order to be able to converse freely and comfortably with groups as well as individual customers.

This tutoring experience was part of an internship that was related to the studies for the Bachelors Degree in Science for Psychology curriculum; duties included tutoring students in the fields of Math, History, and Biology. The relevance of the tutoring, as per the internship course that was being taken, was in order to get involved with students in a school setting to get a better understanding of behaviors of people at that age, with specific regard to educational needs being related to psychological development during this period.Focuses included: - Notating specific behaviors and reactions to assigning work to the students.- Narrowing down best positive-productive communication skills with the students in order to support a learning environment which builds confidence and passion to grow within the students. - Supporting the learning capabilities of the students while working with teachers to learn more about each students' areas of growth in order to focus on what areas need to be developed for further success.- Notating important educational environment successes and areas of growth and taking note for the internship course at the College of Staten Island in order to create a larger wealth of knowledge in the work that was being done for the internship.- Being able to better understand the Psychology behind the education system, the teachers, students, and tutors in order to create a valid and coherent thesis for the end of the course term.

As a team member, duties included preparing food in a neat, accurate, and timely fashion as well as prepping food throughout the day as needed. Maintaining proper portion control, food handling, and sanitation standards. Providing a friendly, quality customer experience, and being efficient at the cash wrap

As a Sales Associate, Cashier, and Shipment Processor, duties included greeting and providing excellent customer service, providing information and personal testament in regards to the products that were being sold, keeping work zones clean and tidy, keeping shelves properly stocked with product, being efficient at the cash wrap, helping process daily shipments as they came in, properly storing product in the stock room, and maintaining relationships with the other associates in the work area.