• Provided walk-up IT support for Twitter employees, focusing on resolving break-fix issues, user training, and escalating non-IT issues• Built and drove standard operating procedures, best practices and customer service guidelines• Created and maintained training plans to onboard and train new team members• Maintained and enforced IT Help Desk schedule• Partnered with management to help develop and launch Tier 1 Service Desk team• Acted as a Help Desk liaison to the Service Desk for transition and hand-off of responsibilities, cross-training, and ongoing support• See IT Service Desk Analyst description below

• Supported users through remote desktop software and chat client• Triaged and resolved support tickets via chat, email, and Jira Service Desk• Maintained and updated documentation on all Service Desk systems and processes• Maintained user accounts, passwords, data integrity, system access & security within policy• Provided timely resolution of problems or escalation on behalf of customer to other technical staff or management

• Educated team members about products, while independently keeping my owntechnical know-how up to date• Created workflow documentation on processes to ensure better understanding by the team• Maintained organization, cleanliness, and productivity of repairs in the Genius Room• Contacted customers and kept them up-to-date on the progress of their repairs• Audited service part inventory and corrected any discrepancies

• Provided frontline customer support at the Genius Bar while troubleshooting and repairing Apple iOS and OS X hardware and software• Quickly sifted through internal support articles and systems to find applicable resources and solutions• Mentored teammates in the Family Room Specialist position, as well as those who desired to join the Family Room team

• Lead consumer-level presentations and workshops to help customers learn the basics and take their skills to the next level• Delivered personal, one-on-one training on Apple software and devices for various skill levels• Provided frontline customer support at the Genius Bar while troubleshooting and repairing Apple iOS hardware and software

• Provided customers with product and service solutions that fit their needs• Transformed Apple Store visitors into loyal Apple customers• Acted as a resource for the team, by staying informed on Apple product and knowledge

• Assisted customers with merchandise and book selection• Maintained store area and monitored inventory when customers were not present• Answered phones and greeted customers in order to provide a greater level of customer service