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Skills

  • Hardware and software installation
  • Expertise in installations
  • Planning and coordination
  • Power tool mastery
  • Client Retention Strategies
  • Certified Apple Macintosh Technician (ACMT)
  • AppleCare system and process knowledge
  • Customer satisfaction improvement strategies
  • Insurance billing
  • Business operations

Work Experiences

  • Carried out proactive maintenance.
  • Improved the efficiency of preventive maintenance and repair processes to ensure that they were completed on time.
  • Kept an eye on installations to make sure they were following local codes and industry best practices.
  • Saved money by developing functional solutions to system problems.
  • Helped the maintenance team complete preventive maintenance and unscheduled service requests.
  • Achieved savings over the course of 2023.
  • HubSpot was delivered to customer locations by me.
  • Maintained and repaired initiative equipment in accordance with the manufacturer's specifications.
  • Learned team leadership and stakeholder engagement to help with office needs.
  • Boosted service value.

Summaries

  • Proficient in promoting procedure by leveraging strategic planning and data analysis knowledge.
  • Achieved a 98% success rate in reducing downtime.
  • Expert at juggling multiple work orders while maintaining a high level of quality.
  • Accomplished in performing onsite Macintosh repairs for business clients, with guaranteed 24-hour service resolution and optimized device performance.
  • In the role of Service Tech, dependable Certified Macintosh Technician aims to leverage knowledge of service order scheduling and project management to add immediate value to the Cedar Works team.
  • Certified Macintosh Technician and team leader with 13 years of experience in process settings.
  • Certified Macintosh Technician with performance reporting and project management abilities.
  • Achieved a 23% customer satisfaction rating.
  • Looking forward to taking on a new challenge with a successful team.
  • Results-oriented Miscellaneous professional with budget management, cross-functional collaboration, and budget management strengths.

Accomplishments

  • Collaborated with Apple’s corporate technical team on complex AppleCare claims, resulting in favorable outcomes for 81% of cases.
  • Developed a cross-functional partnership with retail teams to enhance the customer onboarding experience, achieving 70% improvement in customer satisfaction scores.
  • Performed advanced logic board replacements and component-level repairs, eliminating the need for third-party service providers and reducing costs by $12.
  • Maintained a 98% success rate in diagnosing hardware and software issues on Macintosh computers, reducing downtime and elevating user satisfaction.
  • Streamlined inventory tracking for high-demand repair components, cutting delivery lead times by 44% and reducing overall part waste by 3.
  • Increased hardware repair throughput by 16% by optimizing workflow using project management software and repair progress tracking.
  • Prepared and administered training material for Genius Bar technicians on the latest Mac configurations and troubleshooting techniques, resulting in 46% improvement in repair time.
  • Delivered tailored technical training to remote support teams at 2 locations, improving overall technical proficiency by 68%.
  • Led a 9-person team that maintained a 17% first-time-fix success rate on all Macintosh hardware repairs.
  • Successfully installed, configured, and maintained MacOS on 14+ devices, ensuring all systems met the performance and security standards of the company.

Affiliations

  • Lead, MacAdmins Slack Channel Volunteer Moderator - Supported online tech discussions, particularly related to large-scale Macintosh device admin.
  • Member, CompTIA IT Professionals Association - Enhanced understanding and knowledge sharing in the areas of DNS, Security, and Hardware repairs.
  • Certification Holder, Apple Product Professional 101 - Completed training focused on software configuration, hardware upgrades, and warranty analysis.
  • Member, National Association of Computer Repair Technicians (NACRT) - Collaborated with other tech professionals on the latest repair techniques and tools, specifically for Macs.
  • Certified Specialist, Mac Integration Basics Certification - Proficient in device management, macOS integration within IT infrastructures, and enterprise syncing options.
  • Regional Leader, Apple Training Alliance the Southeast - Managed training sessions aimed at improving remote and local tech support efficiency.
  • Member, Apple User Group Advisory Board - Connected with advanced users to share expertise on managing multi-platform device environments.
  • Key Member, Online Apple Repair Resources Collective - Engaged with international professionals in sharing solutions for complex Apple hardware and software issues.
  • Active Participant, MacTech Conference - Engaged in seminars and sessions focusing on advanced Mac support and deployment techniques.
  • Speaker, Apple Support Professional Network Group - Presented at meetup sessions regarding best practices in logic board repairs and system diagnostics.

Certifications

  • Certified IT Asset Manager (CITAM)
  • Certified Technology Specialist (CTS)
  • American Academy of Financial Management (AAFM)
  • Apple Certified Trainer (ACT)
  • ServSafe
  • Certified Apple Consultant
  • Certified Data Privacy Solutions Engineer (CDPSE)
  • Certified Disaster Recovery Engineer (CDRE)
  • Microsoft Certified: Modern Desktop Administrator Associate
  • CompTIA A+ Technician

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