Luna Skye Email & Phone Number

San Francisco, California, United States

Support IT needs for staff, working with a managed service provider to coordinate repairs and support via ticketing system.Led end-to-end implementation of enterprise solutions. Including needs analysis, vendor evaluation, system configuration, and deployment.Lead implementation of a new enterprise-wide IT asset management system, transitioning from manual tracking to a digital solution.Identified critical need for centralized password management and spearheaded the transition for all staff. This has greatly simplified password management within teams and improved our security.Build and maintain custom automation across various applications and cloud platforms; Salesforce Flows, Power Automate, Zapier, Python, PowerscriptCreate training materials and conduct staff training for AI usage, new applications.Technical onboarding and offboarding, including user management in applications.Support audio/video, configuration changes, and technology issues with various departments on-site and remote.Organization-wide resource for generative AI due to extensive experience.

San Francisco, California, United States

Responsibilities in addition to Technical Expert role:Expertise in deeper troubleshooting and same-unit repairs for Apple Mac devices.Mentorship at a higher level, assisting team members achieve their goals and improve in their roles. Resource for entire store team for every aspect of the Genius Bar.

San Francisco, California, United States

Motivating team to complete training materials and participate in whole team morning meetings. Scheduling training time while being mindful of existing customer commitments.Leading morning meeting creation and presenting those materials.Leader support on sales floor and for Genius Bar when needed.Facilitate new employee onboarding training both at Apple Stonestown and with other Training Leads at nearby Apple Stores.Validate knowledge of technicians in new roles as well as additional training to support results when in role.De-escalating customer service concerns through team member partnership and customer focus.

San Francisco, California, United States

Troubleshooting hardware and software, and guiding customers through educational opportunities through support and empathy.Resource for Genius Bar team’s systematic or technical questions.Mentorship of Technical Specialist and Technical Expert technicians.Performed iPhone repairs with 100% Same Unit Repair success rate over a two month period.Achieved 27 consecutive “Promoter” customer feedback comments in one quarter. NPS score of 71 last quarter.Top performance at Genius Bar appointments resolved with a 19 minute session duration. Able to efficiently multi-task as needed.Supervised the Genius Bar daily during a period where Lead Genius team members were not available. Consistently raised appointment On-Time percentage due to thoughtful team and customer management.Innovating repair room organization of screws and introducing repair kits through leadership and peer partnership.

Santa Rosa, California

Santa Rosa, California

Working the sales floor in the computing, gaming, digital imaging, and car audio departments.

Santa Rosa, Ca

Contracted position involving unboxing, setup, and install of several hundred thin client devices to various locations in and around Sonoma County, CA. Worked with a small team to coordinate installs and keep everything organized.

Handling tech support phone calls and emails, working with the customer and business partners to problem solve their issue, sometimes over multiple days.

Undergraduate, Information Technology

Undergraduate, Information Technology