Provided software and hardware troubleshooting for Macs and iOS devices. Performed Mac and iPhone hardware repairs. Recognized by the highest level of customer relations teams, while continuing to drive the team for results and provide mentoring. Provided detailed case notes for all repairs with troubleshooting information, as well as escalating issues to other departments or engineering teams when appropriate.

Designed and executed manual test plans for iOS Bluetooth features. Performed smoke, white and black box, and acceptance testing for both existing features and new features. Performed ad-hoc testing and made issue reports. Performed root cause analysis and found additional information in logs and analytics data in partnership with software engineering. Used Confluence, Charles Proxy, and in-house defect tracking software

Performed software and hardware troubleshooting on iOS devices. Repaired iPhone hardware. Provided detailed troubleshooting notes for other technicians. Mentored and trained newer employees in best practices.

Performed troubleshooting on iOS devices. Took detailed case notes for other technicians with troubleshooting steps and reproduction steps.