Technical Support Customer Service

Technical Support Advisor

Current Position Title: iOS/OSX Technical Support Advisor

Name: Thalen Everet Shuping

Contact: ******.********@*****.*** Phone: 336-***-****

Company: Apple, Inc.

Education: Two Years of College - ECPI College of Technology (Networking and Security/Programming)

Certifications: None current

Total Years of Experience: 10

Relevant Experience to Current Position:

•An expert understanding in basic communication protocols, including but not limited to: IP, TCP, UDP, RTP, L2 and L3 protocols and standards. Able to manage and maintain large networks with multiple workstations or clients.

•Well versed in VPN, VoIP, LAN and WAN technologies, 802.1x devices, ethernet switches and routers, advanced knowledge of Cisco ethernet systems.

•Advanced training in troubleshooting techniques. Expert troubleshooter of user profile, connectivity, and software issues, providing remote desktop support and help desk solutions. Competent in on site and telephone technical support.

•Proficient with network infrastructure and security, implementation of new technology, technical planning and systems administration.

•Familiar with various languages, HTML formats, PHP, MySQL, Javascript, and C++

•Proficient with all Microsoft Windows platforms, Red Hat Linux, MSDOS, UNIX, Apple OSX, Android, iOS, and Novell systems, Microsoft Office 2007 and 2010 Suites, computer and network security and analysis software applications and tools, including Sniffer, Smartbits, NetVCR and Malwarebytes.

•Excellent communication, leadership, and people skills. Highly trainable.

•Strong working knowledge of 3D Studio Max, Adobe Photoshop, and Substance Painter.

Apple, Inc. 3/2015 – 8/2015

iOS Chat Mentor

•Responsible for assisting in training, mentoring, and nesting new and transitional advisors.

•Responsible for imparting the Apple creedo onto advisors new to Apple. Coached many advisors for H2H skills.

•Received overwhelmingly positive feedback from advisors mentored and their managers.

•Bringing a colorful personality to mentoring, to help inspire and encourage other advisors while maintaining a fun and professional attitude.

•Participated in one to one mentoring for advisors who required additional coaching.

Apple, Inc. 6/2013 – 3/2015

iOS Technical Support Advisor

Mac+ Technical Support Advisor 8/2015 - Present

•Responsible for delivering an excellent customer experience, providing technical support assistance for Apple iOS and CPU devices.

•Well versed in Apple iOS, OSX systems and hardware.

•Responsible for scheduling repairs, creating appointments, and troubleshooting iOS devices

•Troubleshooting and resolving any connectivity issues due to software

•Shadowed under team managers to learn more about their position and responsibilities.

•Lead check ins and meetings, learned how to manage effectively in a call center based environment, proper survey reviewing techniques, leaving constructive feedback, time management in the day-to-day role of a team manager, and performing evaluations, among many other essential skills to that of a leadership position.

Best Buy, Inc. 11/2011 – 6/2013

Greensboro, North Carolina

Services Consultant

•Responsible for delivering a unique customer experience, providing a product and services based solution.

•Provide end user technical support on both hardware and software platforms. Routine solver of OS software and LAN connectivity issues.

•Expert in mobile device solutions, including Android and IOS devices, as well as troubleshooting and resolving any security and connectivity issues on both platforms.

•Educate the customer base on a wide range of new technologies and services, and how to implement them in their daily lives and business systems.

•Provide advice and support to both casual and professional customers on Microsoft and Apple products, and commercial software.

•Advise customers on a range of networking hardware products and procedures, as well as providing technical support and troubleshooting solutions on network devices, and LAN and WAN connections.

•Completing system restore and refreshing, data backups, ensure proper installation and operation of operating system and commercial software.

•Advise fellow Consultants on Microsoft and Apple products as well as commercial software products, and other application configurations.

•Provide post-sale customer service and technical support.

Blockbuster, Inc. 1/2008 - 4/2013

Greensboro, NC

Customer Service Representative

•Responsible for delivering outstanding customer service, and driving customer focused sales.

•Successfully integrated new systems, while maintaining customer data integrity, when transitioning to new network infrastructure as the company was bought by Dish Network.

•Acted as a liaison for third party IT labor, helped troubleshoot and resolve LAN connectivity issues.

•Troubleshot and provided technical support for desktop systems and POS (Point Of Sale) register systems.

•Educated the customer base on the latest in entertainment technology and gaming hardware.

•Excellent customer service, communication, and time management skills.

Domino's Pizza 11/2005 - 05/2007

Greensboro, NC

Assisstant Manager, Delivery Driver

.

•Responsible for providing excellent customer service, time management, product quality and integrity, and filling orders in a timely manner.

•Provided routing using mapping and GPS systems, and support to fellow employees.

•Learned to adapt to an ever changing, fast paced work environment.

•Outstanding communication, and people skills.

Avita Studios 12/2000 - 5/2003

Stokesdale, NC

Technician

•Managed help desk resolving e-mail and other software and hardware related issues.

•Managed and maintained LAN systems.

•Implemented server systems to assisst in departure from data storage on workstations.

•Ensured connectivity and minimal network down time.

•Ensured proper installation and operation of all data communication systems.

•Troubleshot, maintained and repaired data/communications hardware.

•Performed upgrades to LAN software and hardware.

•Assissted in the development of commercial websites.

•Point of contact for all new IT purchases.

Awards:

•Recognized by Intel for vast knowledge of their processing hardware, motherboards, and solid-state hard drives. (Intel Retail Professional)

•Recognized by Apple for completing several hardware and software training programs. (Certified Apple Products Professional)

•Recognized by Microsoft for advanced knowledge of their OS platforms and software suites. (Microsoft Retail Expert, Microsoft Advisor)

•Received multiple monetary bonuses for outstanding performance and knowledge. (Best Buy)

•Won a customer satisfaction based contest within my org that allowed me shadow team managers to learn the every day responsibilities of team management.

•Received various awards for excellence in 2014 and 2015.

•Received an AppleCare Excellence Award in September 2015.

References can be provided upon request.

Contact this candidate