Partners with AppleCare Engineering to investigate issues and gather detailed customer usage data for new product launches and targeted issues.-Asses and troubleshoots technical issues to uncover root cause and resolution.-Developed management skills through peer to peer feedback and leadership.-Organized frequent team builder for team to maintain high morale while also painting record high stats in department.

Planned and managed multiple projects including migrating customer surveys and supporting internal capital planning and reporting product.-Lead meetings that translated to executive alignment on key project milestones.-Monitored data integrity between reporting and financing programs for capital planning.-Partnered with developers and scheduled working sessions to close tickets and resolve technical issues, as they appear.-Published release notes for product updates and… Show more Planned and managed multiple projects including migrating customer surveys and supporting internal capital planning and reporting product.-Lead meetings that translated to executive alignment on key project milestones.-Monitored data integrity between reporting and financing programs for capital planning.-Partnered with developers and scheduled working sessions to close tickets and resolve technical issues, as they appear.-Published release notes for product updates and newsletter communications. Show less

Organized and structured beta feedback from customers for Engineering Program Managers.-Partnered with EPMs to escalate high priority feedback, report on trends, and calibrate organization methods.-Created and implemented multiple project management plans to help restructure work methodologies for more accurate and organized feedback results for Engineering Program Managers.

Completed multiple SPQA Rotations off and on for 2 years. Learned quality assurance methodologies. Developed time management skills for self paced workflow.

Began journey at Apple during support of original iPhone.Experienced historic launch day of iPhone 3G, iOS 2.0, App Store and MobileMe.Sustained highest metrics of Tier 1 and Tier 2 in the world.Supported international customers in New Zealand, Great Britain, and Ireland.