D’Andre Brown Email & Phone Number

New York City Metropolitan Area

-I offered white glove technical support to both C-suite and non-C-suite clientele, delivering personalized, top-tier assistance that ensured their complete satisfaction.-Offer support to employees who approach the Help Bar, as well as contact via email and Slack. -Performing installations and relocation of deskside equipment.-Work with the team to maintain the desktop and laptop asset inventory.-Deliver assistance for Mac and Windows devices, software, and audio-visual devices at both level 1 and 2 support.-Troubleshot, diagnosed, & repaired Apple products fixing software, hardware and or environmental issues.-Assisted users in accessing OKTA, and applications utilizing Self Service -Execute large-scale PC and Mac updates for users at TVHO and CorpHQ.-Record, update, and monitor support requests using a ticketing system.-Function as a point of escalation for other members of Technology support-Provide white glove support during the onboarding and offboarding of Executive as well as Assistant new hires

New York City Metropolitan Area

• Provided level 1-3 support on all Apple products, software, & services.• Troubleshot, diagnosed, & repaired Apple products fixing software, hardware and or environmental issues.• Utilized Apple’s ticketing system similar to ZenDesk or Jira to Create, audit & maintain all repair types.• Managed accounts via Apple’s Account Manager (like Active Directory) to provision/revoke access, and reset passwords.• Assisted users in accessing iCloud.com (SSO platform) to access their Apps/personal Media/backups (similar to Okta SSO).• Creates & maintained How To/Troubleshooting documentation in knowledge base (similar to Jira Confluence).• Troubleshot Apple routers/3rd party network issues, Wi-Fi Printers & Windows computers w/ iTunes/iCloud issues. Assisted leadership team as a Lead Genius/Leader on the Floor in training by performing the following duties:• Audited customer/repair queues, facilitate employee breaks, & handle customer escalations that required tier-3 support.• Supported over 40+ technicians with customer/technical escalations & oversee their career professional development.• Aligned team on business objectives & track progress ensuring timely goal completions.• Facilitated ongoing training & development when new Apple OS’s / Products are released via structured training.• Provided in-moment constructive feedback (or scheduled 1-on-1 later on) to staff & communicate progress to Sr. leadership.

• In-Store Genius Trainer responsible for training/mentoring all new iOS/Mac Technicians/Genius’ who passed certification.• Consistently presented training modules/material and trained 30+ new hires at a time.• Taught/oversaw all software/hardware troubleshooting & software/hardware repairs performed by the new technicians.• Created & utilized training modules used across our Store to teach/train new hires in Technical Support.• Customized and adjusted lessons on the fly by taking into account each class attendees’ individual needs and abilities. • Taught software, hardware, & networking theory to all newly onboarded iOS Technicians/Genius

New York City Metropolitan Area

AppleCare At-Home Lead Advisor, Tier-2 — (Remote During Covid 2020 — 2021)• At-Home Certified macOS and iOS at-home technical advisor.• Performed all regular Genius tasks and responsibilities but in an at-home capacity.• Provided tier-2 support on Mac/iPhone/macOS/iOS software/hardware issues over the phone, chat, or in a remote desktop.• Setup and coordinated offsite facility repairs and or replacements for customers In need of hardware repairs/ replacements.• Worked directly with customers, vendors and Apple Engineers to troubleshoot, document, and resolve emerging issues.• Served as a Mentor & Trainer for all new Genius technicians that were being transferred to Remote Home Advisor support.• Served as an escalation point for Tier-1/2 Technicians in Apple Store and Tier-1 Home Advisor Support Technicians

• Responsible for ensuring all in-store: Network Printers, & all Apple Demo Products are on network.• Mobile device management/provisioning of 100+ demo assets (Macs, iPhones, iPads) every quarter via Jamf/ SelfService.• Use Rio (Apple’s Asset Management Software like Oomnitza) to audit & maintain in-store device inventory accuracy.• Ensure all demo products are fully functional & document technical issues that result in replacement for inventory accuracy.• Perform daily software update checks on all devices to ensure security & privacy standard policies are upheld on all devices.• Assisted in ordering store merchandise/technology supplies by placing orders to ensure operational requirements are met.

300 Westport Ave

Providing excellent customer service whilst maintaining an extensive customer base, as well as having extensive knowledge about vehicles. Keeping Discretion of private information as well as dealer information.

Buffalo, New York, United States

• Provided support in sales, customer service, & In-Store/Geek Squad services based on presented issues.• Setup a variety of computer diagnostics depending on the reported issues and applied hardware / software solutions.• Performed hardware upgrades and/or repairs on Mac /Windows based systems.• Performed software and physical tune-ups on computers + performed virus repair on Windows based systems.• Installed new software and performed software upgrades and repairs on Windows/ Mac systems.• Performed various tasks such as: Router SSID/Password setup, printer setup, & wi-fi audio systems/PC configurations.• For Business clients, placed organization devices on company Domain, and setup employee user profiles on machines.• For Business clients, provisioned, and deployed company images designated for internal use at company locations.• For Business clients, installed VPN & Firewall services chosen by organization to ensure security compliance for users.• For Business clients, installed AVG Business (cloud-native endpoint protection for Windows/MAC systems) for security.• Trained new employees in: Windows/Mac software/hardware products, printers, external hdd’s, & networking devices.

Buffalo, New York, United States

• Provided tier-1 IT support for Windows/Mac computers for College staff/student technology in Library/IT Department.• Created and provisioned accounts for new hires in Active Directory with guidance of on-site Level 2 technician.• Guided school staff/students during onboarding orientation, assisting them in logging into their laptops & various platforms.• Performed hardware upgrades on Windows/Mac systems of their HDD, SSD, & RAM to higher capacities.• Performed software updates/OS upgrades on Windows/Mac systems to ensure compatibility with softwares used internally.• Performed various on-site tasks such as network installations (routers), wireless printer setup, audio/video (AV) systems.• Added laptops on School Domain & setup staff user profiles on laptops with guidance of on-site Level 2 technician.• Provisioned and deployed School PC laptops using Macrium & provided them to intended staff/students.• Setup diagnostics with Level 2 technician guidance depending on the reported issues & applied hardware / software solutions.• Performed hardware upgrades and/or repairs on Mac/Windows based systems.• Performed software and physical tune-ups on computers + performed virus repair on Windows based systems.• Installed new software and performed software upgrades and repairs on Windows/ Mac systems.• Installed VPN & Firewall services to ensure security compliance.• Escalated non-level 1 issues to Level 2 & Level 3 technicians.