Joseph Li Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

- Onboarded both in-office and remote employees and ensured their devices and accesses are functional - Managed and deployed MacBooks to new employees and supervised Macbooks via MDM (Addigy) - Resolved issues via ticketing system (JIRA) and via Slack - Administrated software applications and identity access management to ensure work functionality (OneLogin)- Controlled and administrated password management software (1Password)- Troubleshooted and resolved technical issues with both macOS and Windows devices- Diagnosed and repaired technical issues with both in-person and remote employees - Handled and tracked company’s inventory and purchases for devices with third party IT vendors and with Apple Business team

Toronto, Ontario, Canada

- Supported with onboarding process for new employees and helped set up new devices and equipments- Assisted with offboarding process for employees and ensured all devices and equipments were returned properly- Observed, triaged, resolved and managed technical issues via ticket systems (JIRA and Slack)- Managed users and accounts via Google Workspace Enterprise (G-Suite Enterprise) - Troubleshooted macOS and hardware - Deployed, monitored and maintained Mac devices using Mobile Device Management (JAMF) - Arranged shipping of equipments, devices and accessories to employees in Canada- Organized and arranged equipments and work stations for office users- Managed and audit of inventory and asset list for equipments, devices and accessories

Markham, Ontario, Canada

- Handled customers’ Macs and iOS devices (MacBooks, iPhones, iPads, Apple TV). Diagnosed and explained the solution and consulted customer about next steps. - Diagnosed and solved issues with MacOS, iOS, Apple WatchOS, TvOS - Repaired all types of Macs, such as MacBooks, MacBook Airs, MacBook Pros, iMacs, iMac Pros, Mac minis. - Connected local businesses and entrepreneurs with Apple’s business services to help expand their businesses. Recommended customer to use this route of service for any B2B services (hardware sales, software support, questions on how Apple can help their business).- Mentored Technical Specialists in achieving their metrics and mentored Technical Experts in improving their repair quality.

Waterloo, Ontario, Canada

- Handled all mobile and iOS devices (iPads, iPhones, iPods, Apple TV, AirPods, Apple Watches) as well as repairing iOS devices (iPhones). - Troubleshooted and diagnosed customers device and provided all solutions to customers. Handled escalated situations while keeping empathy and composure. - Mentored Technical Specialists and helped them achieve their goals and metrics.- Shared deeper knowledge with technicians about iOS devices and how they are built, resulting in better explanations to customers about the issues and solutions.- Took ownership of "All in iPhones" and provided all solutions regarding iPhone upgrades (carriers), replacement option and trade-ins for new purchases.

Waterloo, Ontario, Canada

- First point of contact for customer support- Handled customers iOS, tvOS and watchOS devices (iPhones, iPad, Apple TV, Apple Watch) - Diagnosed and provided solutions to customers inquiries

Waterloo, Ontario, Canada

- First point of contact for customers’ sales transaction, greeted and welcomed customers to the Apple Store.- Created relationships with customers and their desired products. - Handled large amounts of monetary transactions.- Explained services that Apple provides to customers (business, AppleCare+, Products) - Offered and extended recommandations of accessories to fit customer's needs.- Explained the differences between products and showed customers Apple store demo units and demonstrated features and benefits of the units. - Connected customers and business users to Apple’s business team.