Technical Support - Apple
Resume:
Sir or Madam:
I am writing to you in regard to the Mac Specialist position that has
recently become available. I am very interested in the opportunity as I
believe I possess the necessary skills to meet and exceed your
expectations. Perhaps after reading this letter and enclosed resume, you
will agree we have a mutually beneficial reason to meet.
I would welcome the chance for an interview to discuss your needs and
outline my strengths in person. You may reach me at 904-***-****. Thank
you for your time and consideration of my resume, and I look forward to
speaking with you.
Sincerely,
Paul Davis
Paul Davis
127 E Washington Ave #1S
Kirkwood MO, 63122
*********@**.*** Phone-904-***-****
OBJECTIVE
My personal goal is to obtain a position that utilizes the skills I've
acquired through my years of experience to their fullest extent while
offering the potential for me to continue to grow and expand my knowledge
base.
QUALIFICATIONS
I have over 12 years experience working with Apple and PC computers in
multiple fields, from audio/video editing to desktop publishing and web
design to technical support. I am proficient in diagnosing and resolving
complex software and hardware issues in a timely manner on multiple
computer platforms or networks. These skills coupled with my strong
analytical and organizational abilities make me the perfect fit for many
roles in both the IT field and network administration.
WORK EXPERIENCE
Family Room Specialist, Apple
January 2011 - Present
Diagnose and resolve software and hardware issues for customers within a 10
to 15 minute window
Maintained a high customer satisfaction rating in one of the most fast
paced retail environments in the country
Achieved the most appointments delivered for the first quarter of 2013
Train new Mac users how to use and get the most out of their new devices
Perform hardware repairs on customer devices as needed and on a "while you
wait" timeframe
Broadband Sales Specialist, Charter Communications June 2007 -
December 2011
Provided high levels of customer service in a courteous and professional
manner always striving to go above and beyond customer expectations
Collaborated with team members to research and develop sales strategies for
growth in new markets
Placed installation orders, scheduled appointments, and coordinated with
leads to accommodate special requests while interacting with customers
Promoted & communicated marketing campaigns & sales promotions proactively
to customers on every call
Reported & tracked daily sales using Charter Sales Tracker
Effectively met monthly metrics by re-prioritizing goals based on current
areas of focus
Chosen by upper management to advise senior leadership in areas of
opportunity regarding recurring monthly revenue and customer experience
Technical Support & Quality Assurance, Citibank Inc. January 2003 -
March 2006
Troubleshot and resolved customer's technical website related problems
across multiple platforms
Maintained the highest call quality scores by a representative for three
consecutive months
Effectively diagnosed and resolved customer issues while maintaining a 5:00
minute average handle time
Pioneered reporting process to increase efficiency & internal communication
by designing a paperless web based system that representatives and managers
shared access
Developed call flow training and taught call flow structure to new &
existing employees through presentations, internal communications and one-
on-one coaching sessions
Reviewed current call flow and refined the process based on information
gained from call observations
Implemented refined call flow company wide both domestically and
internationally
Facilitated international call calibration sessions to ensure grading
consistency throughout internal and outsourced call centers
Coached representatives on areas of opportunity and successfully raised the
departmental quality scores
Prep Trainer, Carrabba's Italian Grill
September 2000 - January 2003
Responsible for daily food preparation to exacting standards
Trained new employees on multiple prep stations
Opened new restaurants nationally
Web Application Developer, McMullan Consulting August
1999 - August 2000
Engineered proprietary web applications using SQL, ASP, HTML & Cold Fusion
based on customer needs
Integrated Apple & Windows technology to ensure cross compatibility of web
applications once distributed to clients
Diagnosed and resolved web application issues in real time
Set up & managed web servers & internal networks
Designed graphics using Adobe software suite based on specific criteria
defined by developers and original site design
EDUCATION
Associates Degree in Digital Media May
1999
Full Sail Center for Recording Arts, Orlando, FL
TECHNICAL SKILLS
Mac OS, Windows, iOS, Microsoft Office Suite, Access, Video Editing,
Desktop Publishing, Relational Databases, Adobe Photoshop, Adobe
Illustrator, Dreamweaver, Fireworks, Flash, SQL, ASP, Cold Fusion, HTML,
Some Unix, Order Entry Systems - ACSR, ICOMS, RHUMBA, UCS
REFERENCES
M.J. Carrington Apple
Bobby Pease Apple
Kathy Olson Apple
Wade Alberty Washington University 314-***-****
Contact this candidate