Michael Brocker Email & Phone Number

Technical Coordinator—Manage all aspects of information technology within a school environment. Provide technical support and troubleshooting assistance to teachers, students, and staff members for hardware, software, and network issues. Collaborate with teachers to integrate technology into the curriculum effectively, including using educational software, online learning platforms, and digital resources. Liaison with external vendors and service providers for IT support, equipment purchases, and software licensing agreements.-Deploy, configure, and maintain Apple devices, including MacBooks, iMacs, iPads, and iPhones across the organization using MDM with Apple School Manager & Apple Business Manager.-Implement and manage software distribution solutions for Apple devices using tools like Mosyle, MDM solutions, and automated deployment techniques.-Provide technical support and troubleshooting for Apple hardware and software issues, resolving problems promptly to minimize downtime and disruptions.-Implement and maintain backup solutions for Apple devices and servers, ensuring data integrity and disaster recovery readiness.-Work closely with cross-functional teams, including IT support staff, developers, and end-users, to address IT needs and enhance user experience.-Stay current with Apple technology trends, updates, and security patches. Evaluate and recommend enhancements to IT systems and infrastructure.

Blue Ash, Ohio, United States

-Supervised daily operations of an Apple Authorized Service Provider, including scheduling repairs, managing inventory, and ensuring compliance with Apple’s service guidelines.-Hired, Lead, and motivated a team of technicians and support staff, providing training, guidance, and performance feedback to maintain high levels of productivity and service quality to meet Apple's high-performance requirements.-Ensured exceptional customer experiences by resolving escalated customer issues, overseeing service interactions, and maintaining a customer-centric environment.-Implemented and enforced quality control measures to ensure repairs meet Apple’s standards and specifications.-Stayed current with Apple products, technical updates, and repair procedures to provide accurate information and support to the team and customers.-Ensured adherence to Apple’s service policies, procedures, and reporting requirements, maintaining accurate records and documentation

-Provided expert technical assistance for Apple products, including Macs, iPhones, iPads, and other Apple devices. This included diagnosing hardware and software issues, troubleshooting problems, and performing repairs.-Performed repairs and upgrades on Apple products, ensuring quality workmanship and adherence to Apple's service guidelines. This involed hardware replacements, software installations, and data transfers.-Worked collaboratively with business team members to ensure a seamless customer experience. This included coordinating with sales staff, technicians, and managers to resolve complex issues and fulfill customer needs.-Maintained accurate records of repairs, service transactions, and customer interactions using Apple's internal systems. Provided detailed reports and documentation as required.

-Delivered training programs for Apple Geniuses on technical support, customer service best practices, and product knowledge. Developed curriculum and materials that align with Apple’s service standards and retail operations.-Provided advanced training on diagnosing and troubleshooting issues with Apple products, including Macs, iPhones, iPads, Apple Watch, and accessories. Ensure Geniuses are proficient in resolving both hardware and software problems.-During training sessions, I emphasized and reinforced Apple’s customer service philosophy and standards. I also trained Geniuses on effective communication techniques, problem-solving strategies, and building positive customer relationships.-Assessed Geniuses' skills and performance through observation, evaluations, and feedback sessions. Identified areas for improvement and provided coaching and support to enhance technical proficiency and customer service skills.-Maintained accurate records of training activities, attendance, and performance metrics. Generated reports on training outcomes, trends, and areas needing additional focus or development.-Collaborated with store leadership, technical advisors, and other trainers to align training initiatives with business goals and objectives. -Coordinated training schedules and activities to ensure optimal coverage and support for Geniuses.

Cincinnati, Ohio, United States

-Showcased the capabilities of Apple products and software, demonstrating how they can be used effectively in creative projects. This involved hands-on demonstrations and explaining key features and workflows.-Provided in-depth knowledge and support for creative software applications such as Final Cut Pro, Logic Pro, GarageBand, iMovie, Adobe Creative Suite, and others. Helped customers learn how to use these tools to achieve their creative visions.-Conducted workshops and training sessions for customers interested in learning new creative skills or improving their proficiency with Apple products. Topics included photo editing, video production, music composition, and presentation development.-Worked closely with other team members, including Apple Geniuses and sales associates, to provide comprehensive support and ensure a seamless customer experience. Collaborated on projects and initiatives that promoted creativity within the store.-Stayed updated on Apple's latest products, features, and updates, mainly those relevant to creative professionals—shared knowledge with customers and colleagues to enhance overall understanding and expertise.

Education record

Education record

Education record

Graphic And Media Design, Graphic Design, Photography,