Experience

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  Apple

  Jan 2011 - Jan 2017

  • Performed troubleshooting, diagnosis, and repair of Apple macOS and iOS hardware and software for an average of 300 clients per month. • Attended two-week training and obtained Mac OS, iOS and mobile device hardware repair certification – Apple Certified iOS Technician (ACit). • Assessed customers’ support needs when they arrive, then provided solutions. • Regularly rotated through different technical specialties and skillsets.• Helped create a positive workspace and team player while maintaining an average customer service rating 80% or higher in a fast pace environment.• Trained customers of various backgrounds and levels on how to use their personal/business Apple technology, which consists of products such as MacBooks, MacBook Pro's, Mac Air, iMAC's, both versions of the iPad, all iPod Models and iPhones. Show less • Delivered exceptional customer experience with interpersonal skills and Apple product knowledge. • Possessed strong communication skills that allowed to converse with small groups as with individual customers.• Listened to customers’ needs and assess accordingly for the total solution. • Acted as a member of the setup team to develop customer relationships with the Apple culture.• Installed software such as IWorks, Office for Mac, Adobe Photoshop, HP Wireless Printer drivers, and more on Apple Technologies as a member of the setup team.• Provided concrete customer service and support of all standard Apple applications and hardware including hardware resets, password resets/setup, account setups, iTunes and App Store walkthrough. Show less

  • Technical Specialist

    Jan 2013 - Jan 2017

  • Sales Specialist

    Jan 2011 - Jan 2013
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  Device doctorz

  Nov 2018 - Jun 2019

  Lead apple technician

  • Diagnosed and performed troubleshooting and repairs to iOS/Mac OS X, Chromebooks and PC’s.• Provided recommendations for problem resolution.• Explained complex technical issues to customers in a non-technical jargon.• Provided repair and replacement estimates to customers.• Ensured that all repairs exceeded quality standards.• Greeted customers in a friendly manner and maintained a positive work environment.• Answered phone calls to the store with a professional, courteous and friendly demeanor.• Ensured that customers had enjoyable experiences by providing superior customer service and exceeding customer expectations.• Kept track of all devices and inventory.• Utilized the point of sale system to maintain an accurate record of customer information and real-time status of each repair.• Maintained the cleanliness and professional appearance of the store. Show less

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  Service corporation international

  Aug 2019 - Nov 2020

  Service desk technician

  - Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.- Documents, maintains, upgrades or replaces hardware and software systems.- Install, upgrade, support and troubleshoot 10, Windows 7 and Microsoft Office, Apple, Mac, iPhones, iPads, and any other authorized desktop applications.- Perform general preventative maintenance tasks on computers, laptops and printers.- Perform work in compliance within specified warranty requirements.- Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels.- Responsible for monitoring, operating, managing, troubleshooting and restoring to service any personal computers (PC), notebooks or any other equipment that has authorized access to the network.- Re-image PC's from Windows 7 to Windows 10.- Troubleshoot and resolve tickets and/or re-image PC's for corrective action.- Maintain and create shipping information for PC's that need sent on location.- Manage “White Glove Program” to effectively resolve outstanding IT tickets. Show less

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  Paylocity

  Jul 2021 - now

  Account manager