Project Manager Technical Support

Eddy Kovacevich

Cell: 720-***-**** **** S Garrison St

**********@**.*** Littleton, CO 80123

References Available Upon Request

Experience

Apple Inc Mac & iOS Tier 2 Advisor 2014-2017

• In partnership with Apple Senior Support Engineering team engage as liaison between customers and IT support

• Escalation point and supervisor for technical support

• Senior technical support for inbound and outbound calls from customers for Mac, Windows based computers as well as multi platform mobile devices

• Acted as project manager that planned and developed a process to improves overall continuity between Apple Retail and Apple Corporate

• Develop and train staff on technical user instructions that provide clear and concise trouble shooting steps for customers and employees

• Develop out of box troubleshooting and test for complete resolution

• Mentoring, training and development

Law Office of Bachus and Schanker Litigation Support Specialist/Case Manager 2014

• Supported legal team with technical needs related to personal injury cases

• Consulted on technical aspects of evidence gathering, storage and presentation

• Assisted with the administration of office network architecture including email, access control and account provisioning with in Microsoft Server2000

• Worked with the Operation Manager and CRM software developer to improve key components within the SQL and Access Database

• Business process development implementation and coordination

• Liaison between Attorney/client and insurance adjusters, medical providers and law enforcement Apple Retail Apple Expert 2011-2014

• Supervisor on Apple Retail Sale Team

• Business process improvement project manager

• Implemented CRM practice that produced a 28% increase in customer satisfaction over a 90 day timeframe

• Generate reports on sales metrics that were shared with market wide Retails leadership

• Database research and reporting

• Provide world calls technical consulting for consumer and business customers Fusion Pointe Dance Studio Co-Owner/Artistic Director 2007-2010

• Project manager through renovation of studio and new business start-up

• Through creative marketing increased student base by 25% in the first two years

• Developed entire training program and mentor program to develop dance students and instructors Competencies

• Organizational Leadership Extensive knowledge around inner workings of organizational changed workflow.

• System Experience: I have experience working with a variety of systems, including instillation and testing of software, 3rd party and network hardware. I learn quickly, pick-up any new systems that are put in front of me. Website administration and management

• Project Management: Experienced in cross platform collaboration and implementation of multi functional systems, with the ability to implement seamless transitions between multiple platforms.

• Data Management: My attention to detail provides an ability to effectively manage media uploads and downloads and to harvest the most out of the data captured; extensive hands on with SQL, Access and File Maker Software

• Business Analyst: Ability to anticipate and plan for growth, movement and process improvement, through analysis and comprehension of business strategies

• Composure: I work well in a fast paced environment and work well in a high pressure “get it done” environment.

• Collaboration: I enjoy working in a cross functional environment, learning from others and collectively sharing accomplishments with others. I realized my success lies in the success of those around me. Education

• Master of Science Management: focused on Information System Security Graduated 2015

• Bachelor of Science: Paralegal Studies Graduate 2013 Licenses /Certifications

• Post-Baccalaureate: Information Security

• Post-Baccalaureate: Computer Forensics

• Mac OSX Certified Associate (Current Roll Equivalent)

• Apple Certified Support Professional (Current Roll Equivalent)

• Apple Foundations Mobile Device Certification (Current Roll Equivalent)

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