Desktop Support Manager

Bryant L. Williams

***** *. ***** **

Surprise, AZ. 85387

Cell Phone 773-***-****

Email: *********@**.***

EXPERIENCE: Apple, Inc. 03/11 - 06/18

Lead Genius (40+ hrs) 06/15 - 06/18

Duties * Perform at a high level to lead, coach and mentor a team of 50+ service technicians in a fast pace high demanding environment

* Facilitate training for new service technicians as well as continued training with seasoned technicians on proper troubleshooting skills, time management and repairs

*Provide weekly reports to leadership on the teams productivity showing their strengths and areas of opportunity

* Monthly touch base with technicians on their previous month goals and performance Give technicians feedback on their strengths and ways to improve where they may be struggling

* Assist with hardware repairs to both iPhones and Mac computers if needed Genius (40 hrs) 07/13 - 06/15

Duties: * Hands-on technical support at the Genius Bar for both Mac, OSX, Apple Mobile devices and iOS as well as some third party hardware and software

* Quickly diagnose product issues with both hardware and or software while recognizing and explaining solutions

* Using superb listening skills and people skills while showing empathy when and if needed due to the issue

* Being able to multi-task with multiple customer hardware and or software issue during their reservation.

* Provide guidance, knowledge and training to my peers

* Check-in customer in for Genius Bar reservations

* Assist Lead Genius or Manager is leading the Genius Bar by keeping the team informed with current and pending reservations as well as breaks and lunches

* Make needed hardware repairs to both iPhones and Mac computers Genius Bar Tech Specialist (40 hrs) 09/11 - 07/13

Duties: * The same duties as a Genius with the exception of making hardware repairs and troubleshooting Mac OSX issues

Specialist (30hrs) 03/11 - 09/11

Duties: * Greet customers and help them make the perfect solution when purchasing or inquiring about Apple or third party product

* Land customers on product that will accommodate their needs

* Recommend solutions for the product the customer has purchased

* Assist the customer setting up the product after the purchase

* Showing the customer how the product work

* Maintain visual standards in the store

EDUCATION:

June 1985 Hillcrest High School Country Club Hills, IL

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