• Collaborate with engineering and XFN teams globally to drive IT support excellence• Close ~600 tickets a month with clear & effective communication throughout support cycle• Troubleshoot Chef - managed fleet of 90,000+ clients - Mac OS X, Windows, Fedora, Ubuntu• Support MDM-enabled (MobileIron Cloud) end-user devices running Apple iOS and Android• Utilize internal tools and Apple Script/Shell scripting to automate routine processes • Ensure highest level of customer focus and collaboration to handle issues or incidents• White glove executive support for C-Level Executives, VPs, and Admins• Video Conference support through Wrokplace, Zoom and Blue Jeans• Provide technical on-boarding for new hires and interns during orientation for ramp up• Identify trending issues eliminating bottlenecks in processes and managing incidents• Manage objects and attributes using Microsoft Office 365 admin and Azure Active Directory• Advise on best practices using cloud storage solutions like Dropbox, Google Drive, OneDrive• Administrate software installs/licenses not limited to Adobe Creative Cloud, Office 365, Google Suite.• Guide users through recommended virtualization conventions on Citrix and VMware tools

· Provide face to face support for corporate employees for both mobile and desktop/laptop support· Setup new hire devices and troubleshoot OD, LDAP, CALDAV and E-Mail accounts· Create Net boots and restores for use during triage and re-imaging· Perform modular repairs on MacBooks, MacBook Air and MacBook Pro computers

· Apple Certified Mac Technician (ACMT)· Diagnose, triage & repairing Mac computers software & hardware· Perform modular repairs and device inspection on iOS devices· Listening to customers issue to effectively build a plan of attack to help uncover cause of issue· Maintain a constant high level of communication with team members

· Responsible for writing and reviewing test scripts, cases and suites to test various employee/customer facing Apple Retail Store Systems· Escalating, tracking, investigating and validating system bugs· Working in a fast pace, ambiguous environment which requires agility, adaptability and excellent communication skills· Documented and Ad hoc functional testing· Facilitate User Acceptance orientations & kickoffs· Lead a team of User Acceptance testers to ensure functional software quality assurance & seamless experience during testing phase of system

· Responsible for reviewing test scripts, cases and suites to test various employee/customer facing Apple Retail Store Systems· Seek out and write up system bugs with steps to reproduce· Validating that raised bug reports have been resolved· Write up and report possible system enhancements for a more seamless workflow

· Certified Mobile Technician· Quickly and efficiently troubleshooting hardware/software mobile devices to isolate issues· Documenting and classifying mobile device issues along with steps to reproduce· Communicating multiple solutions to customer to resolve issue· Managing customer flow to insure 90%+ reservation on time performance

· Consistent top performer in sales and positive customer feedback· Outstanding drive for results· Responsible for developing, motivating and mentoring new and current employees· Emphasis on building and strengthening customer and employee relationships

· Providing a high level of customer service· Extensive knowledge of Mac, Mac OS, iPhone, iPad, Apple TV and iOS· Building rapport with customers to provide a relaxed shopping experience· Using information gained from customer interaction to present complete solutions that meet customer needs· Educating customers on our products and services so they know what resources are available to them to learn more, buy, upgrade and fix their devices

· Providing a high level of customer service· Extensive knowledge of Mac, Mac OS, iPhone, iPad, Apple TV and iOS· Building rapport with customers to provide a relaxed shopping experience· Using information gained from customer interaction to present complete solutions that meet customer needs· Educating customers on our products and services so they know what resources are available to them to learn more, buy, upgrade and fix their devices

Top performer in up selling within the department· Extensive knowledge within laptops, desktops and software· Became employee of the month within probationary period for providing outstanding customer service and going above and beyond sales goals