MARVIN SMITH

Summary

Accomplished brand ambassador and customer advocate with a focus on connecting technology with people. Recognized Technical Expert with a proficiency in customer relations, support, Information security, Mobile Device management and deployment. Help Desk and remote internal and external support. Leveraging years of technical expertise and customer support to help with meeting company goals and KPI’s as well as provide great support to internal and external customers.

Experience

UX/UI Research, Apple, Cupertino California — Feb 2023- July 2023

•Creating hypothesis and strategies to explore use cases of Apple Products, drafting protocols for user studies, data collection with a focus on accuracy and direct user feedback using internal tools and surveys to collect and share critical data

•Sharing collected data with engineers and internal stakeholders for product development

•Debug test equipment and uninstall/ reinstall test software and evaluate OS build stability and reliability, escalate bugs via internal escalation processes and submit recorded samples of bugs in coding and hardware to stakeholders and internal teams

•Participates in team presentations to upper management with detailed data visualization to quickly and share results of data captured to influence actionable steps in the product development process and life cycle.

Technical Expert, Apple, Leawood Kansas — May 2020- February 2023

•Provide in person Technical support and resolve customer inquiries at the Genius Bar in a fast paced evolving retail environment. Completed in store repair of mobile devices. Display replacements, battery replacements, internal parts and motor repairs offering same day repair service in a time managed setting.

•Triage, erase, restore, unlock iPhones, iPads, AirPods, iPods, Mac Computers, and manage intake of damaged customer devices for repair or replacement. Facilitate data transfers, and schedule follow up support for customers as needed

•Provided relevant support articles to customers to respond to customer inquiries via Email and phone support with Apple Customer phone support

•Assist with iCloud support and account maintenance. Assisted with iCloud restores of devices and validating software compatibility of hardware and software.

•Provided call center remote support for Apple Customer service. Provided remote customer support and assisted with assisting inbound customer calls to help with hardware and software issues.

•Remote into customers PC and Mac using internal tools, CORE, Bumgar, KBase, Safe View, and managed customer tickets, input all documentation for user and agent interactions and kept accurate customer records.

•Took customer escalation calls form Tier 1 Technicians and offered appeasement and took manager level calls as a Tier 2 Technician and coached upwards to management as needed across the organization.

•Provided mentorship and training to Tier 1 Technicians using virtual learning environments using WebEX to participate in team meetings and calibration discussions. Collaborate on ways to innovate business practices and share best practices in resolving customer issues.

•Maintaining key KPI’s and ensuring that critical business needs and turn around repair times were met, or exceeded.

Technical Specialist, Apple, Leawood Kansas —May 2017 - May 2020

•Tier 1 Technical support in the Apple Retail store. Assisting with greeting customers, quickly triaging and answering customer technical inquiries

•Assisting with sales as needed, and supported with data transfers and device trade ins

•Created repair tickets and maintained customer records for device intake for repairs and customer visit recording for internal customer service, record keeping and repair follow ups. Facilitated in closing repair tickets

•Assist with back of house teams with cycle counts of service parts and inventory, and maintain an accurate count of on hand merchandise and accessories.

•Assist with cleaning and opening the repair room and maintaining tools and repair parts.

•Outbound and Inbound calls answering customer inquires on repair devices and coordinating pick ups and drop offs for device repairs and replacements.

•Attended all mandatory training and calibration meetings for the Genius Bar team with leadership and the technical team.

•Assisted in house business team gain sales leads, assist with device training as needed and assisted with large scale device deployments for Enterprise customers.

Verizon Wireless, Support- Analyst, Topeka Kansas — June 2003- May 2017

•Sales support, educating customers about plan and service options, closing sales and record keeping across multiple billing systems and platforms. Account maintenance and device and network troubleshooting by partnering with network engineers and customer service and advocacy. Brand Ambassador

•Install and configure Windows, MS office in connection with mobile hot spots and enterprise solutions with company device management software

•Set up and deploy consumer and business devices for multiple cellular phone device operating systems. iPhone OS, Android OS, Windows OS, Blackberry, Palm OS, etc..

•Facilitate customer training sessions on new device onboarding, and helped provide one on one customer learning and support and in group settings

•Assisted with VoIP sales and mobile devices, as well as wireless router and networking support.

•Assisted with assist and mobile device tracking and Mobile device management and securing mobile devices and accounts

•Used planograms to maintain store planning compliance, and merchandising standards and became the store merchandising champion

•Work with Business and Government accounts and maintained account security and device support as needed. And escalated large scale requests to internal teams and support funnels

•In side fiber installations, and network installations from NID box to residence. Wall jack installations and network troubleshooting with the home office.

Education

Emporia State University — Communications 1998-2000

Allen County Community College — Communications 2000-2001

Washburn University— Communications 2006-2007

SKILLS

ACiT Certified-2023, business communication, coaching feedback, Windows, Office 365, Tableau, Jamf MDM, Apple platform support, Feedback, interpersonal communications, Teamwork, multitasking, time management, writing, systematic trouble shooting, STAR sales training, CORE training, Apple Steps of Service, leadership training, mentorship, project management, soft skills, problem solving, Telco plans and management, WebEx, Slack, Assets Management, Remedy tickets, VPN, networking, analysis, research, surveys, user studies, remote troubleshooting, data entry, Apple Platforms, Education, customer training and consultations, Mobile Iron, Conflict Resolution and mitigation

785-***-****

ad0f3f@r.postjobfree.com

12006 Birch st apt 197

Leawood KS 66209

United States

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