Vanessa Sanchez Email & Phone Number

Raleigh, North Carolina, United States

• Provide technical support to all employees and contractors via telephone, chat, email, and ticketing system • Perform impact analysis with user and troubleshoot issues according to established procedures while documenting problems, troubleshooting steps, and resolutions• Collaborate with Major Incident Coordinator to manage and mitigate major incidents • Facilitate conference calls with support & engineering teams to support with service restoration efforts • Responsible for sending timely notifications & updates to management teams and stakeholders • Possess organizational and time-management abilities, handling multiple major incidents under pressure • Extensive use of ServiceNow, Slack, Webex

Sarasota, Florida, United States

• Effectively apply project management skills to plan, implement, & lead technology refreshes for internal-use and new product launches for customer display.• Point of contact for third party vendors to coordinate and complete store operations, preservation tasks, and product launches.• Oversee mobile device management (MDM) for over 800 devices including troubleshooting, replacing, and configuring internal-use devices & customer demo products on a daily basis.• Interface & plan closely with market and field leaders to introduce company initiatives and provide feedback on existing company strategies on a monthly basis.• Effectively maintain network and server functionality, in addition to acting as point of contact for upgrades and troubleshooting.• Recruit, lead, and train the Technology & Merchandising Team (approx. 10-12 people) in maintaining visual standards throughout the store and supporting company initiatives.• Drive engagement with store team on how to connect technology and merchandising initiatives during the Apple customer journey.

Cupertino, California, United States

• Created & published new reliability lab test used to evaluate fingerprint and cometic damage on new materials used for Apple products.• Used qualitative methods to procure user representative data regarding consumer cleaning and usability behaviors.• Facilitated and conducted in-person user study to achieve materials reliability data to enhance test specifications critical for validating material performance.• Assisted with implementation of scientific design of instructional materials and study protocols.• Analyzed data using Qualtrics, JMP, SAS, & SPSS and created a deliverable presentation to Test Development teams.• Documented and communicated findings of surveys and in person studies with cross- functional partners to inform testing and design.

Sarasota, Florida

· Achieved consistent high metrics in sales and service offerings with high customer satisfaction, ranking top five in store revenue consecutively.· Chosen to assist the Apple Aventura flagship store team during their remodel in August 2019. · Core Mentor tasked with onboarding and training new hires on company policies, internal systems, and salesmanship, both in and out of store.

Toronto, Canada

Master Of Science - Ms, Human Factors

Bachelor Of Arts - Ba, Psychology

Activities and Societies: American Association of University Women