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.

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).

• 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.

• 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.

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.