Tomas Alvarez

Experience

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  Apple

  Jan 2007 - Jan 2013

  As the first ever Apple Expert in the Los Angeles market, I lead, mentored, and managed a team of 15+, conducting weekly meetings, setting business goals and objectives, and defining best practices that drove sales growth and enabled the team to deliver an unparalleled customer service experience. I also frequently traveled to stores throughout the LA market to train and develop talent, building a 12-person team to staff the Apple’s location at The Grove and providing mentorship that enabled all 12 staff members to achieve the rank of Apple Expert. LEADERSHIP & BUSINESS GROWTH:• Business team leader for Apple's in-store business department, managing high-profile business clients and mentoring a team of six to deliver first-rate customer service • Created sustainable business relationships with new clients and established the top revenue-generating business accounts in the store• Ran the sales floor on a biweekly basis in order to drive, motivate, and coach the team for hourly results throughout the day, leading staff to exceed key performance targets Show less

  • Expert

    Jan 2010 - Jan 2013

  • Personal Shopping Specialist

    Jan 2008 - Jan 2010

  • Sales Specialist

    Jan 2007 - Jan 2008
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  Hulu

  Jan 2014 - Aug 2014

  Technical Support Analyst

  I was recruited to help lead the buildout and launch of Hulu’s first-ever Tech Support team, and I established processes, training, and documentation that ensured efficient customer servicing and issue resolution at all times. I conducted network, hardware, and software troubleshooting across multiple platforms, identified trends, reported bugs, and escalated issues to engineers and developers as needed.KEY SUCCESSES:• Achieved the rank of Top Performer for email support for four months, and maintained a 97% first contact resolution rate for all phone support interactions• Beta tested the Hulu app and website across a variety of different platforms• Updated Hulu website support articles to reduce incident contact volume by 30+% in three months Show less

• 

  The Walt Disney Studios

  Aug 2014 - Feb 2022

  I provide comprehensive technical support to live-action feature productions and direct-to-consumer films for Disney and Disney+, efficiently gathering technology requirements, establishing cost-effective IT workflows, and delivering technological solutions that address diverse IT, systems, and connectivity needs for productions with hundreds of stakeholders and active users. I ensure our teams provide end-to-end technology support from pre-production through post production, delivering on-location production support and remote support on a global scale. I've been fortunate to support renowned feature films including Star Wars: The Force Awakens, The Jungle Book, The Lion King, and many more. PROVEN BUSINESS IMPACT:• Analyzed software licensing agreements and identified areas for cost-improvements that reduced licensing fees by 75% YOY• Collaborated at all levels of the studio's organizational chart, training new hires in organizational best practices, working with creative decision-makers across high-profile film projects, and providing technological support and execution for C-Level presentations, including critical product and system demos for the Chairman of Disney • Documented processes, procedures, and best practices, establishing a valuable internal knowledge base that improved training activities and enabled more efficient solution development and delivery• Consistently recommended and implemented solutions that streamlined production operations and improved technological efficiency Show less I provided IT support for high-level executives across numerous Studio business units including, Publicity, Marketing, Disney Music Group, and Motion Pictures & Production, managing imaging, deployment, and troubleshooting for desktops, laptops, mobile devices, email, and wide range of specialized software and tools. I developed a reputation for identifying, documenting, and resolving critical bugs throughout the business environment, ensuring maximum system functionality and uptime. KEY PROJECT HIGHLIGHTS:• Facilitated the technological planning and execution of Star Wars: The Force Awakens world premiere, building out system and network infrastructure for an event that spanned four city blocks and three theaters and ranked as one of the largest, most complex film premieres of all time• Identified tools and software that significantly improved efficiency, communication, and productivity for the studio's Global Publicity team• Coordinated a studio-wide printer deployment, replacing aging printer and hardware with modern, large format printers that offered greater cost-savings• Created a client database for my IT team with detailed information about support groups, departments, applications, executives, and more• Imaged, shipped, and deployed computers, iOS devices, and servers for offsite production locations both nationally and internationally• Orchestrated and delivered all IT needs for extremely visible press and marketing events, including a press junket for Captain America: Civil War and an international marketing summit hosted by the studio Show less

  • Technical Support Engineer (Motion Picture Production Technology)

    May 2017 - Feb 2022

  • Studio Technician

    Aug 2014 - May 2017
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  Apple

  Feb 2022 - now

  Media Systems & Storage Engineer