• Coordinate and facilitate technical onboarding for new and existing customers while maintaining a CSAT score of 95% with over 200 new customers in the last 12 months.• Maintain and increase customer satisfaction to ensure retention and keep churn below 1% month over month.• Educate and emphasize the value of Addigy products and services to customers in order to promote organic growth.• Work with customers to understand critical business goals, challenges, and key performance indicators related to their business needs then reporting on trends to our leadership team.• Identify and facilitate opportunities for customer growth and engagement via creating of KB articles and webinar series.• Create and grow relationships while responding to customer inquiries in a timely and courteous manner via phone, email or web conference.• Provide 1:1 customer training and troubleshoot any issues that may prevent them from fully utilizing the platform.• Continuously expand knowledge in all areas of responsibility (i.e., Research and development, attend ongoing educational programs, complete online training, staying updated with current Apple and other technological related news.)• Assisted with implemented and managed CS platform management tools. ie ( Planhat, Gainsight)

• Provide remote and on-site technical support for multiple customers.• Proficient with remote management tools to support multiple customers sites.• Manage support request via Help Desk ticketing systems, e-mail and phone.• Provide set up and management for small- and large-scale Mac/PC environments.• Managed printers, phones and security cameras.• Served as subject matter expert with Apple/Mac/iOS devices. Including MDM management, deployment, and DEP/VPP account creation. • Diagnose, upgrade and repair PC/MAC desktops and laptops.• Managed Active Directory, G-suite and other user authentication systems.• Managed over 250 Apple Devices • Part of a team to switch client network equipment over to Meraki Firewall & Switches.• Streamlined processes to make clients more efficient and use fewer system resources.

• Leverage my knowledge and experience to provide customized 1:1 product demonstration/solutions to unique customer requirements in an enterprise or educational environment.• Create and execute live product demonstrations and solutions via weekly webinar presentations.• Consult with multiple vendors to stay current on all MDM related technologies and solutions on the market.• Serve as additional level of technical support during presentation downtime.• Assist sales team with customer support and ensure proper resolution of customer issues.

Responsible for the design, deployment and support of Apple technologies across the multiple school sites that make up CSUSA. Also responsible for the development of IT solutions to help our schools, students, teachers and staff. Proficient with Mac OS X and iOS, including MDM solutions for iOS devices and Apple Server integration into existing Windows environment. Currently holding certifications with iOS Devices, ACMT and Server support to further evolve the companys current level of Apple product integration and self service repair. • Research and implement new ways to integrate Apple technology into enterprise and education environments.• Analyze current business needs in order to create cost effective solutions while maintain high level of performance.• Responsible for the setup, maintenance, and deployment of DEP and VPP programs for 87 sites across 7 states.• Currently manage over 22,000 iPads and 4,000 Macs via MDM solutions.• Established and oversee the development of in-house Apple self-service repair program including working on employee in house training programs.• Keep positive relations with Apple and other third-party vendors on pricing and support cost negotiations.• Setup, configure and maintain all Apple Servers including all MDM support for OS X and iOS devices via Profile Manager, Apple Configurator, and Apple Remote Desktop.• Create, deploy and maintain Netboot imaging servers across 87 sites.• Create training materials and resources designed to further develop staff skill sets.• Serve as the CEO’s personal technology advisor and tech. • Drive projects to completion and meet SLA deadlines.Experience with large enterprise and educational networking infrastructure including Content Filter systems and Windows OS, Active Directory and DNS

• Provided technical support for all cellular devices including portable Mi-Fi’s• Customer Service IT support liaison• Provided weekly customer training sessions to help drive and establish new users while preventing churn• Create iPhone Sales training program for South Florida market.• Create iPhone technical support documentation for in store sales reps.

• Diagnosed and repaired client products and relationships.• Conducted training session and instructed clients on proper use of Apple products and services. Facilitated data migration for PC users into Apple products.• Performed diagnostics and data recovery on faulty or damaged hard drives.• Served as on-site liaison between Apple and its repair center for products or services that could not be performed in-house, which entailed creating repair orders, documenting relevant trouble-shooting procedures, and tracking items shipped to the repair center.