Heather G.

Experience

• 

  Apple

  May 2015 - Jan 2023

  Investigate the root causes that drive technical and non technical support questions from customers. Write clear and concise technical documentation for each case. Supported Agreement Admin with all issues related to AppleCare agreements and services.Supported all Mac, iOS Products with technical support.Proficient in iCloud, Apple ID Supported the senior level for Mac technical support. Created guides to mentor peers on metrics and time management skills.Worked with commitments team to manage missed callbacks to customers. Created a system the team to ensure met customer success. Fluent in troubleshooting iOS, WatchOS and Beat Products. Created quality escalations for Engineering. Partnered with leadership to develop a guide for time management skills to help other peers manage their time on support calls. Fluent in troubleshooting iOS and Mac products.

  • Carpe Facto

    Oct 2020 - Jan 2023

  • Agreement Admin + Senior Advisor

    Apr 2019 - Oct 2020

  • Mac Senior Advisor

    Nov 2017 - Apr 2019

  • Senior Technical Support Advisor

    Jun 2016 - Nov 2017

  • Technical Support Representative

    May 2015 - Jun 2016
• 

  Red Hat

  Dec 2022 - Sept 2024

  Technical Support Engineer

  Provided enterprise-level Linux support and solutions, achieving:- 90% customer satisfaction rating for complex RHEL environment management- Successful implementation of OpenShift clusters and container orchestration solutions- Development of automated system data collection and analysis tools- Expert management of Red Hat Satellite deployments- Creation of technical documentation and knowledge base articlesTechnologies: RHEL, OpenShift, Kubernetes, Podman, Ansible, Bash, Python, Red Hat Satellite Show less

• 

  Boeing

  Sept 2024 - now

  Linux System Administrator

  Leading enterprise Linux system administration initiatives, focusing on:- Developing and implementing comprehensive Ansible playbooks for automated system deployments- Managing High Performance Computing environments using infrastructure-as-code practices- Implementing STIG security protocols and maintaining compliance- Designing and deploying containerized applications using OpenShift and Podman- Creating automated solutions for system configuration and deploymentKey technologies: RHEL, Ansible, OpenShift, Kubernetes, Podman, Terraform, AWS, GCP Show less