Customer Service Technical Support

Matt Laurie

*** **** **** **. ************, TN **017 ■ **************@*****.*** ■ 901-***-****

A driven and analytical self-starter with 11 years of experience in Apple Inc.’s fast-paced, results-driven environment. IT Management MBA recipient looking for new opportunities to grow and learn. Skilled problem solver able to bridge the gap between the technical and non-technical and pick up new technologies quickly. Looking to make an impact for an organization doing amazing work to help people and the community by leveraging technology to do business in an ever- changing digital world.

Situational Leadership Training ■ Operations ■ High-level Facilitation Training ■ Data-Driven Decision Making ■ SQL ■ ACMT Certification ■ Word ■ Excel ■ Powerpoint ■ StatsPlus ■ Inventory Practices ■ iWork ■ Business Ethics Training ■ Computer Networking ■ Windows ■ iOS ■ Mac OS X ■ 98th Percentile in Computer Programmer’s Aptitude Battery Test Experience

WGU - Masters of Business Administration - IT Management Completed Master’s program in February of 2017. Academic projects include project management, leadership analysis, business consultation assisting a non-profit organization with data collection and management needs and CAPSIM business simulation in which team finished in 97th percentile (10% finish in top 20th percentile). WGU holds regional accreditation from NWCCU.

APPLE INC. - Lead Genius, Lead Creative, Genius, Creative, Specialist 2006-Present Saddle Creek Store, over $40 million in revenue/year Started as part-time employee during college and rapidly acquired knowledge to become a full-time in-store trainer within six months. Acquired vast software and hardware knowledge as well as developed high-level leadership skills. Became Lead Creative in 2011 demonstrating strong motivation techniques and strategies to grow demand and training satisfaction. Was recruited by Store Leader to become Lead Genius after displaying drive for results and innovation in Lead Creative role. Since becoming Lead Genius have turned around team routinely finishing bottom of region for repair and on-time appointment results into a top performing store. THE DAILY HELMSMAN - Editor-in-Chief, Sports Editor, Reporter 2003-2007 Readership of 22,000 and Circulation of 8,500

Proven

Results

Personnel

Development

Strategic

Planning

Logistically

Savvy

Led and scheduled 40-person team taking technical support appointments on-time 57 percent of the time to a team that now sees 94 percent of customers on time and complete 65 percent of computer repairs in the same-day.

Completed thousands of technical support appointments and training sessions with excellent customer service scores routinely beating company average.

Part of a Creative team which won an Ovation Award in Q1 of 2010. High performing member of team which finished 4th out of 240 Apple Retail Stores. Ovation awards are given to five stores in the world on a quarterly basis based on customer survey scores.

Developed a six-person leadership team of outstanding technicians for purposes of succession planning and implementing strategies to drive internal and external customer experiences.

Responsible for inventory of high turnover inventory with part movements numbering in the hundreds per day.

IT Problem

Solving

Data Analysis

Consulting

Consulted hypothetical IT company and recommended business technology solutions: including security, communication, and server systems to assist in three- year expansion of business.

Used regression analysis with StatsPlus to take data set from radio station donation information and demographics to help identify marketing solutions to improve donation returns.

Consulted with local non-profit to identify need of better data collection and management to increase fundraising to help sustain and scale organizational objectives.

Worked for independent on-campus newspaper while pursuing Bachelor’s Degree in Journalism. Cultivated networking, word processing, graphic design, page layout, interviewing, investigative and award winning writing skills while moving up in the paper’s ranks quickly. Won Otis Sanford Outstanding Newspaper/Magazine Student in 2007. Only one of these is given per year. Won third place Southeast Journalism Conference “Best Sports Writer” as Junior. Won third place in Elinor K. Grusin Excellence in Writing Award as Sophomore. Volunteered to teach at-risk youth writing and grammar skills in University-sponsored camp. Education

WESTERN GOVERNORS UNIVERSITY 2015-2017

Master’s in Business Administration - IT Management Concentration THE UNIVERSITY OF MEMPHIS 2002-2007

Bachelor’s Degree in Journalism with Minor in English

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