Apple Solutions Consultant

+2-010******** – **********@*****.***

Fady Fekry Thabet

Phone: +2-012********

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

Linkedin : https://www.linkedin.com/in/fady-fekry/ Professional Summary

Qualified Apple Solutions Consultant with 8+ years of experience in helpdesk support for Apple Products, customer service and providing comprehensive solutions for clients. Adept at communication and engaging customers by identifying issues and streamlining steps to effective resolve technical issues. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Boost system performance by thoroughly evaluating and correcting different hardware and software issues. Professional dealing with computer system, mobile device and peripheral equipment problems. Effectively operate alone to troubleshoot and fix concerns.

WORK EXPERIENCE

Apple Solutions Consultant Sep 2016 - Present

ResolveIT

o Built a community of loyal Apple customers.

o Trained team members about Apple products from technical prespective, while independently keeping technical know- how up to date, trained both internal and off-site users in repairing and resolving recurring issues. o Ordered necessary supplies and parts to repair malfunctioning hardware and replacing defective parts. o Troubleshooting and repairing all apple products software and hardware (MacPro, MacBook Pro, iMac,etc..). o Installing, supporting and maintaining server hardware and software, building networks infrastructure. o Use problem-solving and people skills to assure that the customers get resolutions to their technical problems. o Translate technology to beginner customers.

o Resolved all customer complaints in a professional manner while prioritizing customer satisfaction in a clear, courteous and straight-forward manner.

o Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues. o Data recovery using all kinds software.

Senior Apple Technical Support/

Senior Video Production Technical Support March 2012 - Oct 2016 iKnow All About Apple

o Handling media production workflow starting of shooting to broadcasting from technical perspective and integrating with Apple devices for TV broadcasting stations.

o Visiting clients to resolve their issues in terms of calibraing Apple devices sofware and hardware. o Building broadcasting studios infrastructure from scratch, Building live & offline video systems. o Operating and setup Blackmagic products in conjunction with Apple Products (ATEM Switcher, playback & monitor modules, Davinci Resolve Panels and accessories).

o Professional operational knowledge of video cameras, editing equipment, video and audio playback devices, cameras, audio recorders and video processors.

o Setup and operated audio and visual equipment such as video cameras and editing equipment. o Recommended the use of design and technology of media systems for special events. o Provided media related technical support to the client. o Maintained all broadcast, video and audio equipment, System patching and cabling. o Operating multi-camera crew on high profile live productions. o Setup, operate and maintain video and audio equipment like cameras, audio mixing boards, and microphones. o Utilize critical thinking to troubleshoot issues. o Established a workflow to rapidly edit RED Cameras, Alexa Cameras, Canon Cameras and other brands.

+2-010******** – **********@*****.***

Technical Support Representative Feb 2012 – May 2012 Raya Contact Center

o Providing support for Landline services and IPTV television services. o Troubleshooting Data networks infrastructure problems for internet services for Etisalat UAE. o Gigabit Passive Optical Networks (GPON), web hosting, virtual mails services and wireless networks. o Landline services and IPTV television services.

o Provide through support and problem solving for customers. o Maintain composure and patience in face of difficult customer situation. o Build and maintain successful relationships with service providers and customers. Offsor Customer Care Representative Jul 2011– Feb 2012 Etisal International

o Listen attentively, solve problems creatively and use tact and diplomacy to achieve win-win outcomes. o Handle customer inquiries, complaints, billing questions and payment extension/service requests. o Calm angry callers, repair trust, locate resources for problem resolution. o Resolved an average of 350 inquiries in any given day and consistently met performance benchmarks in all areas

(speed, accuracy and volume).

SKILLS

• Empathetic • Active Listening Skills

• Customer Service Expert • Sharp Problem Solver

• Team Building • People Skills & Communication Skills

• Goal Oriented • Always tech updated

• Friendly & Professional • Amazingly Patient

• Studied ACSP Certificate • JAMF Basic Knowledge

• Apple Products • MacOS

• IT Software Support • Computer Software / Hardware Troubleshooting

• IT Management • Audio/Video Equipment Technical Support

• Video Editing/ Broadcast • Energetic work attitude EDUCATION

El Shorouk Academy

• Bachelor Degree of Computer Science, El Shorouk Academy (2008 – 2011) A cumulative grade “Good”, and Graduation project grade “Excellent”. LANGUAGES

o Arabic : Naitive, mother tounge speaking, writing and reading. o English : Proffessional Fluent speaking, writing and reading.

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