Customer Service Technical Support

Adim Kris Okwudishu

410-***-**** / ********@*****.*** / linkedin.com/in/adimkris

IT TECHNICAL EXPERT & DATA ANALYST

Motivated and customer-oriented MAC Technician with formal education in business and Project management, and a desire to identify and implement process improvements through data-driven analysis.

SKILLS

IT Technical Support

Data Analysis & Interpretation

Project Management

Business/Operations Management

Process Improvement

Customer Service

Problem Solving

FORMAL EDUCATION

MS ANALYTICS

American University, 2020

MBA, MANAGEMENT

DeVry University, 2010

BS, ACCOUNTING

University of Abuja, 2001

CAPM, Cert. Assoc. in Project Mgmt.

ACiT, Apple Certified iOS Tech.

ACMT, Apple Certified Mac Tech.

PMP, Expected March 2018

COURSE WORK

Intro to Healthcare Analytics, 2018

Data analytics, 2016

Intro to Business Analytics, 2014

Leading Strategic Innovation, 2013

TECHNOLOGY

PostgreSQL SharePoint

Workday Kronos

PeopleSoft StoreOps

Tableau Successfactors

MicroStrategy

MS Excel

iOS/macOS

ACCOMPLISHMENTS

Member, Whole Foods Mid-Atlantic IT Compliance Team

Improved KPI rankings from 15th to 3rd in 3 yrs.

Improved labor surpluses by $0.76/hr.

PROFESSIONAL EXPERIENCE

IT & MAC TECHNICAL SUPPORT

Providing technical support in a customer facing environment through productive one-on-one sessions with customers

Leveraging systematic troubleshooting approaches and tools to evaluate, isolate and resolve network, permissions, file system and macOS issues

Supporting & educating Business customers about Apple Business Programs and Apple IT ecosystem options for enterprise.

Performing technical repairs & post repair diagnostics on devices to ensure resolution to identified issues.

Exploiting learning opportunities and leveraging knowledge base resources to improve knowledge, business acumen and technical proficiency.

DATA ANALYSIS & PROJECT MANAGEMENT

Conduct interviews with stakeholders on needs and requirements and develop tailored plans to achieve goals in a timely fashion.

Collect, compile, analyze, and interpret qualitative and quantitative data to generate forecasts, identify obstacles or discrepancies, and/or monitor trends.

Monitor relational databases, cleaning and organizing data for reporting purposes.

Enforce system compliance with Sarbanes-Oxley, Payment Card Industry, and Personally Identifiable Information.

Assign project deliverables, milestones, & deadlines, and ensure requirements are met.

Review project schedules and make adjustments, as required.

Utilize administrative and operational applications to compile additional data & reports.

CUSTOMER SERVICE & COMMUNICATION

Build and sustain effective working relationships and collaborative partnerships.

Manage customer accounts, including troubleshooting, training, and resolving complaints quickly and professionally.

Provide exceptional customer service to individual, commercial, and internal customers.

Create and disseminate written policies, emails, and team speeches.

Provide end-user training on company systems and software.

Deliver professional visual and verbal presentations.

MANAGEMENT AND LEADERSHIP

Oversee purchasing, inventory management and replenishment functions.

Hire, train, schedule, supervise, and review the performance of staff.

Analyze sales, calculate profit margins, and develop forecasts.

Investigate data and operational irregularities, and provide recommendations.

Ensure overall compliance with policies, procedures, and quality standards.

Foster a positive work environment based on training, engagement, and accountability.

Drive continuous improvement to increase efficiency, effectiveness, and sales activity.

EMPLOYMENT HISTORY

PERFORMANCE MANAGEMENT ANALYST 03/2014 to present

Taproot Foundation (Fellow)

GENIUS/PRODUCT SPECIALIST 10/2015 to present

Apple Inc

GROCERY TEAM LEAD 08/2016 to 11/2017

CUSTOMER SERVICE TEAM LEAD 07/2006 to 07/2016

ASSOCIATE CUSTOMER SERVICE TEAM LEAD 06/2005 to 07/2006

Whole Foods Market

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