Winsor C. Email & Phone Number

Kansas City, MO, US

Writing, maintaining, and utilizing manual and automated test suites for internal web apps, customer facing iOS apps and FileMaker apps. Collaborating with product owners, developers, and other stakeholders to ensure timely delivery of quality releases through the software development lifecycle utilizing Scrum Agile framework. Documenting and tracking.

Troubleshooting technical issues for Apple customers via phone, chat and social media. Moderating and responding to social media posts on Instagram, YouTube, Facebook, Twitter/X, and various other online communities.

• Provided worldwide technical support for Apple products and services via chat.
• Demonstrated expertise in time management by coordinating tasks, quickly identifying andutilizing available resources while assisting multiple users simultaneously to resolvetechnical issues in a timely manner while.
• Assisted billing team and helped resolve support requests via email to determine refund eligibilityand monitor, track and identify fraudulent refund attempts, phishing emails and other socialengineering risks.
• Used remote access tools to assist customers with technical issues, while maintaining customerprivacy and confidentiality.
• Maintained 95% customer satisfaction survey response rating.
• Achieved or exceeded goals in all KPIs

• Provided worldwide technical support for Apple Products and service over the phone.
• Used troubleshooting and communication skills to simplify, explain, and resolve complex technicalissues for users with varying levels of technical knowledge to foster a positive user experience.
• Documented, classified and logged detailed issue descriptions, troubleshooting steps andprocedures for each call.
• Aptitude for empathetic problem resolution, defused tense situations with distressed users bydemonstrating empathy, and partnering with them to focus on resolving urgent issues andremaining professional when handling.
• Exceeded results for all measured KPIs

United States

Created and maintained an inventory system for all technical assets in the school district in order to ensure asset management. Assisted with troubleshooting technical issues via help desk and in person for staff, students and facilities. Imaged multiple workstations to ensure consistency across machines. Network cabling and routing. Hardware and software.

United States

Provided sales service to retail customers, experience in upselling and offering tailored customer recommendations. Video game console cleaning and repairs. General store maintenance, cleaning, organizing. Professional geek. Telling parents that it's probably not a great idea to let their kids buy Grand Theft Auto 3. Beating my coworkers in Mortal Kombat..

United States

Local teenage film critic. Providing recommendations to the rambunctious youth for horror movies to amp up their summer sleepovers. The prehistoric version of a Netflix recommendation algorithm before Netflix turned its eye on us. Managing a team of fellow teenagers, by deciding which 80s flick was bests to have on TV that day. Cashier services, snack.

Yeah, I had to work through high school, and it was actually awesome. Job duties included, learning the Dewey decimal system and putting books in alphabetical order, lugging sacks of books from the drop box outside and then onto the shelves inside. Philosophical discussions with interesting patrons, some, more eccentric than others. Managed, organize and.

Bachelor Of Applied Science - Basc, Cybersecurity And Information Assurance

Certificate, Computer Installation And Repair Technology/Technician

Computer Information Systems