Marty Scanlon Email and Phone Number

• Provided customer-facing technical support and troubleshooting at the Genius Bar in a fast-paced flagship Apple store.• Explained and translated technical concepts to users of all backgrounds and skill levels.• Trained new team members on software and hardware repair.• Performed hardware repairs on Apple products usingspecialized tools and software.• Consistent top performer with Customer Satisfaction Score 100 overmajority of quarters in 2017-23.

• Uncovered, analyzed, and resolved complex technical issues within timekeeping systems (Kronos) to remain globally compliant in 30 countries.• Managed and resolved end-user help desk support cases within ticketing systems (ServiceNow, Radar).• Led incident management and analysis of emerging global issues for multiple projects with conflicting priorities.• Collaborated with cross-functional teams (HR Support, Internal IT Support, Senior Leadership, and vendors) to create or enhance solutions across monthly sprints.• Created and updated internal knowledge base articles.• Served as facilitator and subject matter expert in trainings for largegroups (150+) of Corporate and Retail Leaders.

- Served as co-producer of a bi-weekly improvised narrative fiction podcast (Dungeons and Dragons with UCB comedians) with 64 episodes over 3 years. - Collaborated remotely to finalize and release all episodes including background music/underscoring, SFX, and breaks. - Composed original music/score for each episode and sourced additional audio effects as needed. - Responsible for final narrative edit and consistent on-time release of each episode. - Created additional audio and video content for Patreon subscribers.

• Supported flagship store population and leadership team in all People-related duties including benefits, communications, and training.• Served as coordinator for virtual interview operations including candidate prep and interviewer scheduling. • Responsible for weekly accurate timecard adjustments for all-store population.

• Planned, scheduled, and facilitated multiple overlapping in-store trainings for 70+ new hires over 6 months.• Created and updated all-store informational materials and assisted with preparation of daily all-store meetings in partnership with Senior Leadership to drive employee knowledge and support goals and initiatives.

- Provided hardware repairs and technical support at the Genius Bar.Facilitated one-to-one personal trainings on a variety of Mac software topics and concepts.

- Translated “techno-speak” into layman’s terms to help better customers’ understanding.- Developed complete hardware and software sales solutions based on customers’ specific needs.Led hands on workshops for all age groups.

- Developed educational programming and classes for a group of teens aged 13-17.Devised an original theatrical script to meet specific student needs.Provided feedback and coaching to new members of the directing/teaching team.Wrote and produced original music to pair with the script.Taught classes (acting, voice and movement, makeup design, character study)