Justin M. Email & Phone Number

• Mentorship & Leadership: Mentored and coached classes of 1-25 advisors, enhancingtroubleshooting skills and maintaining customer satisfaction rates of 85%+. Personally maintained acustomer satisfaction rate of 85% or higher and consistently achieved resolution times 15% fasterthan the team average.• High-Level Technical Support: Provided high-level technical support for iOS and macOS devices,utilizing tools like screen sharing and internal ticketing systems to efficiently resolve over 2,000issues annually, minimizing downtime for internal users.• Process Improvement: Co-developed new mentoring evaluation forms that increased efficiencyand improved key performance metrics by over 20%.• Internal Support Collaboration: Collaborated with internal teams and cross-functionaldepartments to improve internal support tools, streamline workflows, and provide data-driveninsights to enhance troubleshooting resources and product functionality.• Remote Communication & Self-Management: Excelled in a fully remote work environment,demonstrating exceptional time management, self-direction, and proactive communication, leadingto faster resolution times and enhanced team collaboration.Key Achievements:o Attended Apple’s “Leadership Academy,” honing leadership and training methodologies.o Chosen as 1 of 4 mentors to deploy and support a new vendor support site in Kingston, Jamaica,resulting in improved team readiness and successful site launch.o Developed and implemented new processes and policies to optimize team efficiency and improveworkflow management.

• Managed a variety of technical support services, including software installation, device diagnostics,and network troubleshooting.• Served as a technical escalation point, solving complex issues and creating support documentationto assist remote team members.• Conducted in-depth repairs on consumer electronics and developed customized solutions for clientinstallations, demonstrating adaptability and strong problem-solving skills