Henry Grau

Phone: 954-***-****

Email: ad0wh9@r.postjobfree.com

Address: *** ** *** *** *** 3, Fort Lauderdale, FL 33304 Summary:

Devry University graduate with an academic background in IT and over 18 years of experience in various roles within the technology sector. Skilled in troubleshooting technical issues, providing excellent customer service, and promoting technology integration in daily tasks. Proficient in hardware and software technologies, specializing in telephone support, technical coaching, and customer service in the consumer electronics sector. Education:

Devry University – Orlando, FL, USA

Spring 2006 - Sept 2012 (Part-time, Onsite & Online) Associates Degree - Network Systems Administration Apple Internal University - Online, Cupertino, CA

- AppleCare AHA Senior Advisor Training (Aug 2022)

- AppleCare AHA BootCamp - MacOSX (May 2013)

- AppleCare AHA - iOS Support Guideline (June 2013)

- Account Security Support Guidelines (August 2013)

- Retail Rotation - GeniusBar (July 2014)

Skills:

- Working knowledge of MS Windows.

- Expert knowledge of Mac Intel and Apple silicone.

- Expert knowledge of iPhone and iPad (iOS firmware).

- Expert knowledge of iCloud and 3rd party cloud services.

- Advanced knowledge of Apple Watch.

- Expert knowledge of Apple Airport routers, AppleTV 4K, Airport Extreme, HomeKIT, HomePOD.

- Expert knowledge of consumer software applications: Photos, Pages, iTunes, Safari, Mail, etc.

- Experienced in large-scale refit and upgrade projects (classroom setups).

- Knowledgeable in various operating systems (Unix/Linux, Ubuntu, Knoppix, Windows, MacOS).

- Advanced knowledge in portable electronics and communication devices (Android, iOS, legacy mobile devices).

- Expert knowledge of CDMA and GSM configurations (AT&T, Sprint, Verizon, T-Mobile).

- Advanced knowledge of WiFi up to WiFi 6E.

- Expert knowledge of networking including Modems, Access Points, Routers, Extenders, UTP, Wired and Wireless networks.

- Web Administration, DNS, VLAN, Virtual Desktop, Server Management, Networking, Network Security, VPN, HDD Imaging/Ghost, Cisco VoIP, Asterisk VoIP, Virus/Malware removal.

- CCTV Security Camera installations: Wired, WiFi, and Application-based.

- Excellent technical trainer, coach, and support tutor.

- Proficient in 3D Printing, 18650 Battery building & design, and basic soldering. Experience:

Apple Inc. - Cupertino, CA, USA

At-Home Apple Care Specialist T1

April 2013

- Provided technical support for MacosX Desktop, MacBook Pro, iOS, iMac systems, and Account Security Queue.

- Arranged, investigated & resolved service dispatch for hardware repairs & replacement.

- Sold warranty service and pay-per-incident services.

- Primary tech support via web-based phone system, Slack, iMessage, email & iCloud. At-Home Apple Care Sr Support Specialist T3

Sept 2022 - Nov 2023

- Handled escalations to determine if warranty extensions were needed.

- Evaluated customer complaints and arranged resolution or appeasement.

- Managed escalated and researched solutions for software or repeat hardware failures.

- Collected logs for engineering requests to report unknown bugs in the system.

- Provided support to internal T1 agents and coached new employees. SoftRock - Orlando, FL, USA

IT Coordinator for Work-At-Home Team

September 2012 - January 2013

- Established support baseline and PC hardware requirements for the Work-At-Home team.

- Created, deployed, and conducted technical training for new employees.

- Troubleshot and found solutions for tech problems reported by the WAH team.

- Provided tech support via Jabber, IM+, direct telephone, and help desk visits. Devry University - Orlando, FL, USA

IT Campus/Center Support Technician

Fall 2007 - May 2011

- Provided networking/desktop support for Faculty, Staff, and Student workstations.

- Traveled to multiple locations for maintenance and upgrades.

- Engaged in technical troubleshooting in an enterprise environment.

- Escalated and resolved issues for Faculty, Staff, and Students.

- Conducted New-User Orientation lectures.

Admission Secretary Level 1 - 3

Spring 2005 - Fall 2007

- Processed lead distribution and student admission applications.

- Maintained lead-to-enrollment conversion figures.

- Ordered office supplies and managed printed stock materials.

- Handled prospecting student inquiries.

e-SPIRE Communications - Ft. Lauderdale, FL, USA

Dedicated NOC Datacenter Technician

August 2003 - November 2003

- Monitored dedicated web-servers, performed reboots, and escalated issues.

- Updated the IP Monitoring system for real-time performance.

- Replaced hardware and reinstalled server OS.

- Assisted with handling inbound calls.

Level III Technical Support Technician

December 1999 - August 2003

- Assisted in managing the technical team and handled escalations.

- Provided web hosting and internet access technical support.

- Trained technicians in various software utilities.

- Directed the Value-web Front Page team.

Level II Technician

February 1999 - December 1999

- Handled inbound dial-up access and web hosting technical support.

- Resolved customer issues related to web-hosting configurations. Level I Technician

October 1998 - February 1999

- Handled inbound dial-up access technical support.

- Troubleshot email-related problems.

TAG (The Answer Group) - Lauderhill, FL, USA

Consumer Notebook Technician (Subcontractor for Compaq Computers) September 1996 - February 1998

- Provided constant telephone support and service.

- Exceeded issue-resolution targets and maintained high customer satisfaction scores.

- Arranged for repairs at authorized service centers.

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