Summary
Customer-focused IT Support Professional with 5+ years of experience delivering exceptional service, troubleshooting technology, and educating users across Windows, macOS, iOS, and cloud platforms. Skilled in building trust with customers by identifying needs, presenting solutions, and guiding ownership opportunities. Adept at simplifying technical concepts, supporting peers, and fostering inclusive, collaborative environments. Seeking to bring strong product knowledge and customer engagement skills to Apple Retail.
Experience
MSP (2019-Present)
Technical Support Engineer
- Delivered personalized technical support for diverse users, addressing hardware, software, networking, and account issues with a customer-first approach.
- Educated clients on Apple (macOS, iOS) and Windows systems, empowering them to confidently adopt new technologies.
- Assisted customers in exploring ownership opportunities by recommending the best solutions to fit their needs.
- Maintained accuracy in troubleshooting processes, ticketing, and documentation, ensuring reliable outcomes and knowledge sharing.
- Supported peers by collaborating on complex cases, sharing best practices, and fostering a team-oriented service culture.
- Conducted remote and in-person training to increase user confidence and reduce recurring issues.
- Demonstrated empathy and inclusivity while working with diverse teams and customer groups.
Amazon (2018-2019)
Fulfillment Center Associate
- Delivered consistent, accurate service in fast-paced warehouse operations, ensuring timely order fulfillment.
- Collaborated with peers and team leads to optimize processes, contributing to an inclusive and efficient environment.
- Adapted quickly to changing priorities while maintaining focus on customer satisfaction
Skills
- Customer Engagement & Education: Guiding customers through product features, purchase options, and ownership journeys.
- Technical Expertise: Windows 10/11, macOS, iOS/Android support, Microsoft 365, Azure AD, Active Directory, PowerShell.
- Collaboration & Teamwork: Supporting peers, knowledge sharing, and contributing to inclusive environments.
- Tools & Platforms: ServiceNow, Zendesk, Autotask, ManageEngine, ConnectWise, LogMeIn.
- Core Strengths: Strong communication, problem-solving, adaptability, and service excellence.
