Diagnosed and repaired hardware and software issues related to desktop and laptop computer systems at an expert level and across multiple platforms. Maintained an expert level of diagnosis and repair of hardware and software issues related to Windows, MacOS, Linux, Android and iOS-based devices. Maintained a 100% issue resolution rate with all clients and enterprise network and security-based issues.

Trained and coached open-ended feedback with a focus on addressing position strengths and potential areas of improvement. Led the way on the NCCARES360 project with Unite Us; learned the platform during the demonstration, taught the staff, assisted with designing the training, and provided the State of North Carolina feedback. Audited agents’ platform-based work; monitored live calls to provide agents with guidance and feedback. Built and maintained a site-wide call center SharePoint… Show more Trained and coached open-ended feedback with a focus on addressing position strengths and potential areas of improvement. Led the way on the NCCARES360 project with Unite Us; learned the platform during the demonstration, taught the staff, assisted with designing the training, and provided the State of North Carolina feedback. Audited agents’ platform-based work; monitored live calls to provide agents with guidance and feedback. Built and maintained a site-wide call center SharePoint page; assisted the staff with all technical issues regarding the platform, computer issues, and network issues. Show less

Supported individual needs; highly skilled in providing next steps with efficiency and empathy. Ensured adherence to county guidelines based on established procedures with a focus on safeguarding PHI. Provided comprehensive training, coaching, and understanding of state and federal Covid-19 guidelines and procedures.

Delivered daily training instruction of Media Services, MacOS, iPadOS, & iOS support to new hire waves and transition waves. Generated stability while supervising all customer-facing time. Delivered coaching across areas of opportunity. Shaped a productive environment by personalizing and adapting to all employees’ skill levels.

Drove innovation while leading a technical support team to excel within a production environment with a focus on ensuring achievement of Apple’s position-based metric requirements. Facilitated a daily team Regulatory Critical Compliance rate of 100%. Audited calls and coached advisors to ensure achievement of Apple Quality Standards by all team members.

Diagnosed and advised repair solutions for Apple IOS devices and Apple Accessories. Leveraged experience and functional knowledge to successfully troubleshoot all areas of Apple IOS devices; consulted with other Apple groups and Apple stores to further assist customers in reaching quality resolutions. Maintained CSAT above production projection rate (90%) with a 98% Issue Resolution.