Pedro Matos-Suarez Email & Phone Number

New York, New York, United States

New York, United States

New York City Metropolitan Area

• Apple Certified Mac OS X & iOS software/hardware Technician technician.• Troubleshoot, diagnose, and repair all Apple products which consists of performing diagnostics to find underlying software,hardware, or environmental issues and then executing the necessary repair.• Have historically achieved a Net Promoter Score (NPC) of 80% or higher from CSAT Surveys provided to customers.• Utilize Repair Central (Apple’s ticketing system similar to Fresh Service) to Create, audit and maintain all repair types. “RepairCentral” also serves as the primary way of recording user issues in a historic log, and other miscellaneous requests (much likeFresh Service).• Mobile device management (MDM) & provisioning of company demo assets (Macs, iPhones, iPads) via Jamf software. Thiswould involve quarterly imaging/provisioning of 50+ new demo devices through Apple netBoot (like SCCM) & Jamf.• Managing of Apple Accounts via Apple’s Cloud Account Manager software (similar to G-Suite Admin Console) which wasused to provision accounts, grant/revoke access, and also used to reset user passwords.• Assist users in accessing and utilizing iCloud.com (Apple’s proprietary SSO platform) for users to access their Apple Cloud Apps,their personal Cloud Media, & their personal Backups (similar to Okta SSO).• Create, audit, and maintain “How To” & “Troubleshooting Documentation” via Apple’s GSX knowledge base (similar to Jira’sConfluence). This is top priority in upkeep to address common practices / on-going issues.• Assist management as a Lead Genius. The duties therein were to audit the customer queue, facilitate employee breaks, and alsotake a leading role in difficult customer interactions that required Apple’s Tier 2 support.• Perform network troubleshooting (Apple routers/3rd party), Wi-Fi Printers, & Windows computers with iTunes/iCloud issues.

New York City Metropolitan Area

New York City Metropolitan Area

• For Business Customers— Provisioned and deployed Business Windows laptops using Macrium Imaging software based off of the Business’ custom built Windows Image.• For Business Customers— Added laptops on to company Domain, & setup employee user profiles on laptops with guidance of on-site Level 2 Firedog technician.• For Business Customers — Installed VPN/Firewall services under users profiles set by company with guidance of on-site L2 to ensure security compliance for laptops being deployed.• For Business Customers— Managed AVG Business Licenses (native endpoint protection for Windows/Mac) for businesses with the guidance of on-site L2.• Provided level 1 service desk services as an on-site Firedog Technician for both Windows and Mac computers.• Recommended Firedog services and or sales soluRons based on the needs of the customer.• Setup a variety of computer diagnostics depending on the reported issues and applied hardware / software solutions.• Performed hardware upgrades on Windows/Macs of their HDD, RAM, & other components to the desired specificaRons.• Performed soXware updates/OS upgrades on Windows/Mac systems to the desired specificaRons.• Performed virus repair on Windows based systems using AVG AnR-Virus.• Performed network tasks: Configured Wireless Routers, Printers, & Audio Systems so that customer devices left already set up.• Trained new company employees on how to use: Windows/Mac for tasks required, on-site printers, external hard drives, andhow to connect to Wi-Fi.• Facilitated and delivered training content through electronic learning modules for new employees which taught the essentials ofcomputer hardware theory (i.e.. what is RAM, what are hard drives, processors, routers, etc.).