Middle Village, NY *****

917-***-****

W: ad4nn9@r.postjobfree.com

Skills

Microsoft Access, Excel, PowerPoint and Word

DaVinci Resolve

Proficient in iOS and OS software

Mobile Application Development

Hardware Maintenance

Technical Troubleshooting

Customer Service

Business Promotions

Proficient in Jamf

Oscar

Castro

Professional Summary

Strategic Help Desk Technician promotes 15 years of IT experience, including high-volume ticket management. Assists end-users with access issues, software upgrades and workstation configuration. Develops SOPs to support consistent procedures and facilitate training for help desk personnel. High-performing IT Expert skilled in identifying,understanding, and resolving technical issues. Consistently exceeds performance and quality targets and delights customers with exceptional service skills. Trained in remote troubleshooting and technical support. Proven expertise in iOS/OS and all Apple Ecosystem, along with Managerial Experience.

Experience

Apple Inc Brooklyn, NY

August 2022 - December 2023

Assistant Manager

Executed agile approach to adapt product roadmap based on market shifts; increased user retention rate by 25% and improved customer satisfaction scores by 30% in one quarter

Analyzed customer interactions and product repair processes, resulting in a 25% decrease in customer complaints and a 20% increase in customer satisfaction scores

Controlled cash handling procedures, including opening and closing registers, making bank deposits, and reconciling daily sales reports.

Delivered effective training for new products, services, and company initiatives in-store, resulting in 30% improvement to stores productivity

Supervised team of employees, providing guidance and support for their professional development.

Participated in regional meetings or conference calls to stay informed about company updates or initiatives.

Apple Inc New York, NY

June 2015 - August 2022

Technical Expert

Monitored in training fellow technician about new products and services

Managed difficult customer situations with professionalism and empathy.

Troubleshooted, diagnosed and performed repairs of iOS devices, Apple TV, Apple Watch, Beats, and their accompanying software

Supported customers in a timely manner and balanced priorities to achieve individual and store productivity goals

Guided the team as the top performer in delivering customer service/ business sales and successful iOS/OS repairs

Performed hardware repairs on smartphones and tablets, including screen replacements.

Best Buy Union Square, NY

October 2011 - May 2015

Sales Associate/ Samsung Expert

Managed store displays, signage, and promotional materials for optimal presentation.

Established customer accounts, including activating devices and transferring data from old phones.

Performed hardware repairs on smartphones and tablets, including screen replacements.

Communicated effectively with supervisors regarding daily tasks and priorities.

Trained new hires on company procedures, product knowledge, and customer service expectations.

Participated in weekly team meetings to discuss sales strategies and goals for upcoming week.

National Distribution Alliance Iong Island City, NY

June 2008 - September 2011

Route Manager

Interviewed hired, and trained new drivers on company policies and route management procedures.

Maintained open communication channels with drivers during their shifts using two-way radios or mobile devices.

Established performance goals for drivers based on key performance indicators KPIs such as delivery times and miles driven per day.

Developed efficient delivery routes to minimize travel time and fuel consumption.

Education

June 2015

Bachelors - Science: Marketing

CUNY York College, NY, Jamaica

August 2012

Associate - Science: Business Administration

H. Laguardia Community College, Queens, NY

Certifications

Technical Expert Mobile Repair - 2019 Lead Mentorship / Expert Communication - 2022

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