• Processed Consumer and Business Activation Lock escalations for worldwide teams• Established and wrote technical documentation for APV Training and the Worldwide knowledge base• Investigated and tracked complex cases and trends to prevent fraudulent activity• Streamlined multiple system updates (Global Prepared Responses, internal Case Notes, and onboarding)

• Leveraged internal Content Management Systems (CMS) and Learning Management Systems (LMS) to develop, test, and deploy five technical courses• Designed, recorded, edited, and published new procedural training videos for internal users and external vendors• Assisted with wiki space creation, document collaboration, and feedback of internal documentation • Created a shared database and presented to directors and senior leadership • Partnered with senior leadership and stakeholders to initiate a collaborative eTraining strategy for all HWTE teams• Facilitated and supported the deployment of flexible training environments across multiple lines of business• Tracked all projects using Wrike

• Reviewed incoming Apple Online Store orders and provided efficient payment-processing support• Analyzed, identified, and communicated fraud trends to Fraud Support Specialists• Used identity verification systems (e.g. Ekata and Lexis Nexis) to identify fraud patterns• Performed email and phone outreach to customers and banks as needed

• Co-created a Machine Learning Basics course deployed to 350K AppleCare and Retail employees• Collaborated with Artificial Intelligence and Machine Learning engineering teams to ensure content clarity of complex Machine Learning concepts • Co-authored and piloted training materials by driving cross-functional collaboration with company leadership and technical stakeholders

• Processed Consumer and Business Activation Lock escalations for worldwide teams• Established and wrote technical documentation for APV Training and the Worldwide knowledge base• Investigated and tracked complex cases and trends to prevent fraudulent activity• Designed and delivered trainings on Fraud Prevention and Global Security escalation pathways• Streamlined multiple system updates (Global Prepared Responses, internal Case Notes, and onboarding)• Led the Roundtable committee, focusing on curriculum development and delivery• Led the APV Procedures and Documentation Committee • Created in-person and virtual training elements for onboarding of new staff

• Designed, delivered, and provided on-location support for conference experiences of current and prospective employees• In-person assistance for employees and production staff at large and small scale conferences • Presented planning updates to VP of Inclusion & Diversity and Senior Leaders• Partnered with cross-functional teams to identify internal candidates for conference attendance and coordinate all logistics of candidate conference attendance• Provided support for other Diversity, Equity, and Inclusion (DEI) programs and events

• Processed Consumer and Business Activation Lock escalations for worldwide teams• Established and wrote technical documentation for APV Training and the Worldwide knowledge base• Investigated and tracked complex cases and trends to prevent fraudulent activity• Designed and delivered trainings on Fraud Prevention and Global Security escalation pathways• Led the APV Procedures and Documentation Committee

• Supported a specialty business queue, servicing high-volume contract customers• Provided troubleshooting solutions for the Apple Pay Merchant Support email queue• Processed requests to set up Purchase Orders• Handled bulk repairs and repair escalations• Managed purchase and repair account set up requests

• Provided customer support for Apple Server and Enterprise programs• Worked with management to ensure consistency between Enterprise teams• Partnered with the Enterprise Admin team to track fraud• Beta tested Enterprise request forms• Facilitated the training of new Enterprise advisors

• Led personal and group training sessions• Scheduled and led public workshops• Scheduled and taught youth programs, events, and workshops• Facilitated Enterprise workshops and company trainings• Maintained the highest customer satisfaction scores as a Creative• Assisted with new employee training• Assisted with troubleshooting and repair of mobile devices

• Knowledgable in cross-species training techniques• Implemented training techniques for pigeons, horses, and California Sea Lions• Knowledgable in effective research techniques• Skilled at public speaking and live demonstration• Provided husbandry care for eight California Sea Lions• Facilitated learning of animal care techniques for new staff• Lead and supervised facility operations, maintenance, and improvement projects