Jeremy Patrick Email & Phone Number

• Improved roadmap capacity and velocity by refining business requirements through a double diamond theory process• Decreased tech debt by enhancing communication channels and process's amongst technical, product, and user base teams• Increased development bandwidth by creating Jira automations, grooming the project backlog, and identifying parallel development opportunities• Decreased project overhead by redirecting potential development efforts towards enhanced business processes and procedures• Enhanced project visibility by creating a robust roadmap and presenting to a steering committee on a regular cadence

• Reduced the Agile feedback cycle by capturing and refining business requirements with end-users and business needs in mind• Improved the team’s perceived image by increasing visibility of weekly releases through release notes and hand-off presentations• Improved team morale by conducting Agile ceremonies, providing real-time feedback and improving inter-team communications• Reduced project risk by creating official process around requirement sign-offs before beginning development efforts• Reduced scope creep by introducing accountability through processes regarding requirements sign-off and acceptance

Raleigh-Durham, North Carolina Area

Work directly with end users and empowered to make judgement calls to assist in making the best quality decisions for both the customer and company. Required to multitask and quickly determine the root cause of issues and implement their resolution. Often times this requires going the extra mile to ensure adoption and utilization of additional services to ensure a complete solution with multiple layers of safeguards in terms of data security. The genius team works across functional teams in the company and is critical in developing new ideas based on feedback collected from customers and internal experiences. • Own the entire customer journey by acting as a trusted advisor to deliver top-tier customer satisfaction, fostering new customers and rebuilding relationships• Educate customers on Apple’s full suite of services and support options and ensure these services are being utilized to their full potential • Drive customer engagement around new initiatives by promoting Apple’s newest in-store offerings• Identify and develop new leads to connect to the business team• Work with engineering to identify, isolate, and resolve emerging issues with new products and internal software tools • Ascertain potential points of failure and risks to prevent downtime or exploitation of data• Commitment to ongoing development and learning of new products and technologies• Contribute to feedback at all levels to enable peer growth as well as new company procedures

Raleigh-Durham, North Carolina Area

Demonstrated standard operating procedures and best practices by taking appointments with an audience of 10 to 30 trainees. Later, shadowed trainees’ appointments to provide feedback for learning opportunities, and work directly with team managers to ensure a successful growth plan. •Performance Under Pressure —took real customer calls in a live virtual classroom setting in front of multiple training teams, their managers and trainers•Administration —kept track of a small team (10) to ensure training was on schedule, individual progress was recorded, feedback was delivered, and team managers were aware of any issues•Adaptive to Change —mentored during a curriculum overhaul; and, at one time delivered the old curriculum to one group while implementing the new curriculum to a newer group

Raleigh-Durham, North Carolina Area

Diagnosed issues remotely by pooling resources from a knowledge base, digital toolset, and chatroom forum.•Self-managed —responsible for maintaining a schedule, attending meetings, and completing ongoing training in a timely manner without direct supervision•Metrics Driven —liable to maintain Apple’s high metrics: ranked top ten ranking in district •Strong Communication Skills —able to interpret a customers needs, and provide step by step instructions over phone. Internally, utilized email and chat forums to work with cross-functional teams when necessary to escalate tickets or consultations

Woodbury, Ny

This store is located in one of the largest shopping centers in the world, just outside of New York City. The center receives busloads of international customers directly from NY’s airports, whose vacation to America was solely to shop here. •Time Management —balanced work while attending college •Sales Oriented —achieved multiple sales awards for top performance •Non-Verbal Communication —supported customers from all over the world in creative ways

B.A. Psychology, Cognitive Psychology, 3.5

Activities and Societies: Research Assistant, Volleyball Club, and Snowboard Club memberStudied mental processes such as attention.

B.A. Comparative Literature, 4.0

SUNY Binghamton, Binghamton, NY - BA in Comparative Literature Completed this BA writing course, which sought to understand a text.

Associate Of Arts - Aa, 3.5

Activities and Societies: Tutor in writing centerStarted college after high-school, and held a part-time job throughout