Yan Izquierdo Email and Phone Number

• Delivering bespoke technology solutions to private clients and small businesses, including deployment, configuration and support of Mac OS X, Windows and Linux computer systems, iOS and Android mobile devices, networking devices and A/V systems.• Configuring pro audio and video equipment for recording and live streaming online platforms. • Elevating art and multimedia projects by developing software tools to expand functionality.

• Diagnosed complex software/hardware issues and performed over 400 hardware repairs of Apple’s complete product line (ACMT certification).• Delivered timely and accurate solutions by mastering technical problem solving, analyzing hardware diagnostics, telemetry metrics tools, operating system logs and Knowledge Base articles.• Raised team productivity during a 3-year mentorship role by delivering internal training modules and developing efficiency tools, procedures and documentation.• Presented hardware repair solutions to customers via phone and email. Escalated engineering issues to corporate departments via phone and chat.

• Performed software troubleshooting and hardware repairs of iPhone, iPad and iPod devices.• Exceeded productivity and customer satisfaction goals by 34% while delivering over 30 support sessions per day, averaging 8 minutes each.• Improved customer journey by efficiently managing the support ticketing system, identifying multitasking opportunities while developing exceptional customer service soft skills.• Increased customer return visits by delivering engaging one-on-one and group training sessions.