Received escalations from AppleCare Business & Education Advisors. Provided priority technical support to organizational contacts on AppleCare OS agreements.• Recipient of a Career Experience in Field Engineering Academy - 2022• Recipient of a Career Experience as an AppleCare Customer Success Manager - 2020• Recipient of a Career Experience as a Senior AppleCare Specialist - 2019• Graduate of Leadership Academy and selected for a Team Manager backfill - 2018

Trained and mentored Advisors on purchase order processing, service account creation, and dispatch creation. Assisted customers with service part needs. Diagnosed device enrollment issues Apple School Manager and Apple Business Manager. Investigated service delays and notified responsible parties.• Designed, modified, and implemented multiple procedures for new tasks.• Leadership Academy Team Manager backfill 2018• Accepted a Career Experience Senior AppleCare Specialist in… Show more Trained and mentored Advisors on purchase order processing, service account creation, and dispatch creation. Assisted customers with service part needs. Diagnosed device enrollment issues Apple School Manager and Apple Business Manager. Investigated service delays and notified responsible parties.• Designed, modified, and implemented multiple procedures for new tasks.• Leadership Academy Team Manager backfill 2018• Accepted a Career Experience Senior AppleCare Specialist in 2019• Accepted a Career Experience in AppleCare Customer Success Management in 2020• Accepted a Career Experience in Field Engineering Academy in 2022 Show less

Researched support and service issues that failed to be resolved through normal processes. Provided ad-hoc customer success management for enterprise and education customers. Educated their sales teams to the root cause of issues affecting them.

Provided basic or complex technical support for Apple products such as iOS, macOS, Remote Desktop, Apple Configurator, macOS Server, and other associated components including all Apple hardware and software products. Guided customers over phone and e-mail in understanding and using Apple School Manager and Apple Business Manager.

Provided advice and hands-on technical support to Apple customers in need. Diagnosed product issues on the spot and communicated empathetically all available service options. Repaired multiple damaged or defective models of iPhones and Macs. • Received an award for establishing communication channels between sales and support in 2009.• Acquired a mentoring role for new Geniuses and Family Room Specialists as part of their onboarding. • Accepted a Career Experience in Field… Show more Provided advice and hands-on technical support to Apple customers in need. Diagnosed product issues on the spot and communicated empathetically all available service options. Repaired multiple damaged or defective models of iPhones and Macs. • Received an award for establishing communication channels between sales and support in 2009.• Acquired a mentoring role for new Geniuses and Family Room Specialists as part of their onboarding. • Accepted a Career Experience in Field Service Diagnostics in January of 2013 to perform user acceptance testing. Show less

Uncovered customers’ needs and provided meaningful Apple solutions. Advised, sold, and set up new products based on their specifications. Conversed with small groups along with individual customers to show off features after new product introductions.• Exceeded sales goals and earned a promotion to Genius.