Jovan Wright Email & Phone Number

Stone Mountain, Ga, Us

Atlanta, Georgia, United States

Elk Grove, California

A Senior tech support role working independently in an inbound and outbound phone queue assisting frontline advisors and various customers diagnosing and troubleshooting their technical issues with Apple’s suite of professional and consumer applications. The customers’ singular point of contact, maintaining ownership until issue resolution. Utilizing chat, email, and direct phone calls to facilitate and create a high touch customer experience, that restores the customers faith in the… Show more A Senior tech support role working independently in an inbound and outbound phone queue assisting frontline advisors and various customers diagnosing and troubleshooting their technical issues with Apple’s suite of professional and consumer applications. The customers’ singular point of contact, maintaining ownership until issue resolution. Utilizing chat, email, and direct phone calls to facilitate and create a high touch customer experience, that restores the customers faith in the product and the company. Train and coach junior advisors by providing one on one consultations, Apple resources, and troubleshooting steps. Led virtual and in person training and mentoring sessions for new colleagues as we transitioned into a new organizational structure. Utilize Apple CRM software to create detailed technical notes of every customer interaction. Created daily testing plans with guidance from Apple troubleshooting documentation for purposes of isolating the customers issue and providing a resolution.Act as a liaison between Apple engineering and customers by gathering requested logs and administering advanced testing plans and troubleshooting as provided by the engineering team. Negotiated appeasements for customers when applicable and advocated for customers to other Apple organizations whenever necessary Show less

Elk Grove, California, United States

Provide Technical support for over 20 creative applications to professional and consumer level users alike.How to Training in line with corporate goals and KPIs.Perform root cause analysis for technical issues and provideResolution to all parties satisfaction in line with corporate goalsand KPIs.Direct customers to approved 3rd party resources, training, and products when needed to optimize the customers training experience.Create detailed notes and documentation of… Show more Provide Technical support for over 20 creative applications to professional and consumer level users alike.How to Training in line with corporate goals and KPIs.Perform root cause analysis for technical issues and provideResolution to all parties satisfaction in line with corporate goalsand KPIs.Direct customers to approved 3rd party resources, training, and products when needed to optimize the customers training experience.Create detailed notes and documentation of every client interaction in company CRM database Show less

In a live environment my role is to monitor streaming television and radio feeds. Troubleshoot and identify issues with various feeds. Check the accuracy and quality of the archived audio and video files. Create detailed reports of any issues I observed and report those issues to the appropriate team member. Provide up to the minute updates of assigned games and report any issues that occur.

West Oakland Branch

Provided community services and assisted with outreach efforts conducted by the branch managers. Shelved books, troubleshot computers, maintained library materials, cataloged materials, enforced library policy, performed database maintenance, facilitated circulation, and answered a variety of general and specific reference questions. Also, created and led teen workshops.