My role within Social Response is a widely varied one. I assist customers that reach out to the Apple or Beats Twitter and Facebook accounts with issues on their various Apple products and services. I also moderate the Apple Instagram account. Beyond that, I have also trained to review responses sent by other advisors and mark them as approved to be posted.Beyond that, I help produce and conduct policy and training around our Beats products as it relates to Social Response. I also work as a Real-Time Coordinator to keep an eye on service levels, queues, and advisors to monitor for trending issues, downtime, and communicate with management. I also assist with creating various documents as needed by management.I performed this role from my home office.

My responsibilities within the Software QA Engineer role were quite diverse. I helped create, implement, and execute test suites for various hardware and software needs. I also test new software and features in both white and black box scenarios. Writing and running automation in Python and proprietary tools is also a large focus of my role.

Throughout my time at Apple, I trained as an Apple Solutions Consultant. This role involved working at the Apple Shop within Best Buy to help customers find the best solution for their specific needs. It also involved working with the employees within the store to teach them how to do the same. The role also included setting up and maintaining the Apple Shop and new merchandise within it. While this was not a permanent role, I was regularly brought in for 2-6 weeks at a time to assist.

As part of a partnership with Apple Retail, I was brought in to the local Apple Store for 3 months to train and work as a Genius and help out with a major influx of repairs due to a battery service program. While in this role I assisted customers with troubleshooting their devices, hardware repairs, and management of incoming and outgoing service stock and devices needing service. While in this role I received my Apple Certified iOS Technician and Apple Certified Mac Technician certifications.

As an AppleCare Chat Advisor, I responded to customer chat requests for troubleshooting and assistance requests related to their Mac, iPhone, iPad, and iPod devices as well as services related to their iCloud accounts. I performed this role from my home office.

As an AppleCare Mac Advisor, I took customer phone calls to assist with troubleshooting, education, and issue resolution with their various Mac products. I also performed duties as Account Security assisting customers with items such as account troubleshooting and access.I performed this role within my home office.

Provide quality support to employees and vendors in problem resolution Build and maintain a ticketing and reporting system in MS Access Assist with Process Improvement plans and ideas Primary backup to the Workflow Administrator Set up Vendor reports for current and past due invoices Assist Vendors with finding out why an invoice hasn’t been paid Assist Employees with entering expense reports Assist Employees with status of expense reports Assist Buyers and other employees with setting up payments to vendors Provide support through Deltek Time and Expense, Costpoint, and Oracle BPM

Provide Quality technical support to all incoming callers and web tickets Fix any and all issues that a caller may have with their computer, phone/tablet, etc. Provide support for corporate accounts including password resets and account unlocks Assist users in data migration, back-ups, and removal of infections Assist users with their Exchange and Activesync mail accounts Assist users with installing any and all software needed to perform job functions Manage access to shared drives via Active Directory Assist users with VPN access and user certificate installs Support was close to 50% Mac and 50% PC Provided support for Windows XP, Vista, and 7 Provided support for Mac OSX 10.4-10.8 Provided support for MS Office 2003-2010 (including Mac Versions) Assisted users with access and management of documents in GoogleDocs

Provided quality technical support to incoming callers Troubleshot all aspects of phone software for incoming callers Assisted incoming callers in setting up email on phones Assisted incoming callers sync data from phone to computer Assisted incoming callers in backing up data securely

Assisted Customers with making payments and setting up payment arrangements and answering any questions regarding bills.