Mac hardware validation technician and transportation

Dawn Atherton

615-***-**** ad2r9x@r.postjobfree.com

linkedin.com/in/dawn-atherton-460592161

WORK EXPERIENCE

Apple July 2023 - November 2023

Mac Hardware Validation Technician; Cupertino, CA

Created and maintained physical test lab environment and test hardware setup used in validation testing to strict company guidelines, procedures and requirements.

• Scheduled, executed and maintained strictest “hands-on always” transport of company-protected hardware from Apple listed black-site to Apple approved depot sites with full credential check-in.

• Generated, performed, and precisely documented focused and pseudo random test cases of various hardware configurations based on coverage analysis.

• Documented and debugged emerging failures with use of software/firmware, system hardware, internal documentation and ticket support and silicon teams.

• Recreated and optimized test framework and tools to create a controlled validation environment to support large scale release.

Apple June 2014 - Present

Tier 2 iOS/MacOS Support; Tennessee

• Personally dedicated to enriching the Customer Experience to match customer skill, concerns and tone. Exceeds customer satisfaction survey results to high 93% with year-over-year increases.

• Resolves advanced technical issues as end-of-line technical support, hardware repair and rebuilding customer mindset for highest tier customer satisfaction. Presented and trained to take personal ownership for customer appeasement and become final resolution to customer interaction.

• Submits, manages, and escalates advanced tickets for resolution as needed for complete resolution on all levels.

• Actively keeps self-guided skills to control, maintain, and research actively emerging issues with team and Site Support using internal ticket system. Apple June 2016 - October 2021

iOS/macOS Support Chat; Tennessee

Utilized clear and precise communication with Apple’s precise standards to resolve customer technical and non-technical challenges.

• Actively trained and followed careers of incoming college chat hires, including personal, mentoring and WebEx interactions, using Mentoring team tools and standards in Mentor rotation.

• Exceeded in efficiency in calls per hour, while multi-tasking multiple customer interactions simultaneously and exceeding customer satisfaction scores on internal and external surveys.

• Won AppleCare Excellence Award in 2019, and 2020, only given to top 3% of Apple Advisors to ACEA submission.

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Staples November 2003 - June 2014

General Manager/Operations Manager/Sales Manager; Tennessee

• Strategically reduced costs and raised gross profits using multiple roles, working to define leadership and grow multiple stores into profitable business hubs.

• Documented hiring, personal performance issues and maintained strictest confidentiality guidelines and expectations.

• Mentored, and trained all incoming Tech and Sales Managers for 13 store district, including teaching them hiring, performance management, and canvassing for team leaders, associates and sellers for over ten years consecutively.

Dawn Atherton

615-***-**** ad2r9x@r.postjobfree.com

Staples linkedin.com/in/dawn-atherton-460592161 October 2011 - June 2014 Operations Manager; Tennessee

• Maintained consistent necessity ordering, including ascertaining on-hand, potential incoming, and strictest operational guidelines, including shrink deduction on large-scale warehouse level.

• Scheduled, executed and trained all incoming district managers and their staff for on-site technology repairs, including strict credentials, highest regard to guidelines and “hands-on always” approach to propriety tools and execution methods. EDUCATION

MTSU

Murfreesboro, Tennessee — Sociolinguistics; Criminal Justice with Loss and Prevention Speciality SKILLS

• Currently certified for all Mac and iOS repairs and troubleshooting, both software and hardware, to current generation.

• Currently hold Apple certified iOS Technician (ACIT), Apple Certified Mac Technician (ACMT), and Service Support Certification for all generations of iOS/macOS devices.

• Active certifications as HP Champion for software and hardware, Microsoft Expert for software and hardware, and Seagate Fellow for software and hardware.

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