It Infrastructure Customer Service

JEFF GRABER

917-***-**** ****@**********.*** linkedin.com/in/jeffgraber

PROFESSIONAL SUMMARY

● An accomplished entrepreneur and IT leader with over 20 years of experience in strategic planning, IT infrastructure management, team leadership, and business innovation.

● Demonstrated success in launching and scaling businesses, notably founding Brooklyn's first Apple Authorized Reseller, serving over 30,000 customers and generating over $10 million in sales.

● Utilized data-driven strategies to achieve a 20% year-over-year increase in customer engagement, operational efficiency, and revenue growth.

● Certified in emerging technologies such as Cryptocurrency, Decentralized Finance, and Artificial Intelligence, emphasizing aligning IT strategies with business goals.

KEY QUALIFICATIONS

● Strategic IT Planning: Proficient in devising and executing IT strategies that align with organizational goals, drive innovation, and capitalize on market gaps.

● Infrastructure Management: Comprehensive experience in setting up managing, and optimizing IT infrastructure to support business operations and boost revenue.

● Team Leadership: Proven leadership in managing high-performing IT teams, fostering professional development, and ensuring efficient task execution. EXPERIENCE

FOUNDER AND CEO, THE MAC SUPPORT STORE

Apr 2006 - Jun 2023 (17 years 3 months)

● Served over 30,000 customers and generated over $10 million in sales.

● Oversaw business formation, infrastructure design, and implementation, ensuring scalability and optimal performance.

● Led a cross-functional sales, marketing, and customer service team, fostering a culture of excellence and accountability. 1

● Implemented innovative data-driven marketing strategies, significantly increasing brand visibility and customer engagement.

● Established financial controls and budgeting procedures, achieving profitability within the first year.

● Conducted regular market research and customer feedback analysis, adapting business strategies to meet evolving market needs.

● Spearheaded customer-centric initiatives, resulting in high customer retention rates and positive reviews.

● Mentored and developed team members and high school interns, emphasizing professional development.

FOUNDER AND CEO, JUMP! INC.

Dec 1998 - Jan 2006 (7 years 2 months)

● Identified and capitalized on a niche market for outsourced services tailored for Mac users, enabling Fortune 500 clients to reduce operational costs significantly.

● Orchestrated the delivery of comprehensive software solutions tailored to meet the unique needs of high-profile clients in the Fortune 500 sector.

● Directed a team of IT professionals in providing top-tier outsourced services, solidifying the firm's reputation as a trusted partner.

● Analyzed KPIs to measure the impact of outsourced IT services and software solutions on client business objectives, leading to data-driven improvements.

EDUCATION

B.A. in Film Production, New York University (NYU), September 1991

● Engaged in diverse student film projects, showcasing versatility through roles such as Producer, Director, Cinematographer, Lighting Director, and Electrician’s Assistant, honing multifaceted filmmaking skills. 2

CERTIFICATIONS AND AWARDS

Apple Certifications:

● Apple Certified Desktop Technician (ACDT), May 2003: Demonstrated expertise in troubleshooting and repairing Macintosh systems.

● LaserWriter Service Certification Exam, Oct 1998: Proficient in servicing and troubleshooting Apple's LaserWriter printers.

● Macintosh Service Certification Exam, Sept 1998: Excelled in diagnosing, repairing, and maintaining Apple Macintosh systems. Blockchain Council Certifications:

● Certified Cryptocurrency Expert, May 2022: Mastered blockchain types, cryptocurrency mechanisms, market dynamics, and advanced topics like DeFi and NFTs.

● Certified DeFi Expert, May 2022: Specialized in Decentralized Finance (DeFi) concepts, platforms, and applications, emphasizing alternative financial use cases.

Other Certifications and Awards:

● 2020 Winner Best of Brooklyn, Dime Community Bank: Recognized borough-wide for exceptional business contributions and community engagement in Brooklyn's computer service sector.

● Certified, U.S. Department of Homeland Security, January 2020: Influence of IT components on Industrial Control Systems, emphasizing threat detection, system vulnerabilities, and infrastructure resilience.

● Goldman Sachs 10,000 Small Businesses, Entrepreneurship, Aug 2017: Graduated from an intensive entrepreneurship program focusing on business growth, operations, finance, and leadership.

● Introduction to Marketing, Wharton Online, Feb 2017: Acquired foundational insights into marketing principles, strategies, and frameworks, emphasizing customer behavior, branding, and data-driven decision-making.

● 2015 Spectrum Award for Excellence in Customer Service, City Beat News: Honored for exceptional customer service, commitment to excellence, and enhancing consumer satisfaction.

● MMA Boxing Award, Budo Skin Kai, May 1999: Awarded the prestigious "Ichi Rank" distinction under the guidance and mentorship of Sensei Matthew Sykes.

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● Freeport Film Festival: Secured 2nd Place for the distinguished film project

"Fade to White," showcasing cinematic excellence and storytelling prowess. SOFT SKILLS

● Strategic Planning & Execution • Team Leadership & Development Data-Driven Decision Making • Customer Relationship Management Cross-Functional Collaboration • Business Development. TECHNICAL SKILLS

● IT Infrastructure Management • Software Development Financial Management • Market Research & Analysis • Cybersecurity Project Management • Compliance & Regulation • Cloud Computing Vendor Management.

TECHNOLOGIES USED

● Apple Products, Services & Operating Systems: Mac Desktops, Notebooks, and Servers (1984 to present) • iPhone (2007 to present) iPod (2001 to present) • iPad (2010 to present) • Apple TV (2007 to present) • Most Apple Accessories and Peripherals • Apple GSX

(Global Service Exchange) • Apple Configurator • macOS Recovery Apple Hardware Test (AHT) or Apple Diagnostics • Apple Remote Desktop • macOS (7.1 to present) • iPhone OS to present iOS • iPadOS

(13 to present) • tvOS (9 to present).

● Cloud & Infrastructure Services: Amazon Web Services (AWS) • Microsoft Azure • Google Cloud Platform (GCP) • VMware • Docker DigitalOcean.

● Development & Collaboration Tools: GitHub • Slack • Trello • Visual Studio Code • Postman • Notion • React • Node.js • Replit • Zapier.

● Analytics & SEO Tools: Google Analytics • Domo • SEMrush • Ahrefs • BuzzSumo • Moz • Hotjar.

● Communication & Project Management: Slack • Trello • Microsoft Teams • Asana • Basecamp • ClickUp • Airtable• Smartsheet.

● Marketing & CRM Tools: Mailchimp • Salesforce • Hootsuite • HubSpot Marketo • Zoho CRM • ActiveCampaign • SendinBlue. 4

● Financial & Survey Tools: QuickBooks • FreshBooks • NetSuite • Wave • Xero • SurveyMonkey • Typeform.

● Cybersecurity Tools: Wireshark • Metasploit • Snort • Nmap • Burp Suite • McAfee Endpoint Security • Symantec Endpoint Protection • Splunk • LastPass • BitWarden.

● AI & Machine Learning: ChatGPT Pro • MidJourney.

● Crypto/DeFi: Coinbase • Gemini • Etherscan • KuCoin • Uniswap Chainalysis • CoinGecko • Ethereum Validator • Metamask • Rabby Wallet • DeBank • Ledger • Staking • Liquid Staking • Dune Analysis • GMX • Pendle • Arbitrum L2 • Awaken Crypto Tax • DeFi Llama • SolidityScan • Multi-Chain Bridging.

PROFESSIONAL AFFILIATIONS

● Toastmasters International: Engaged in programs to hone public speaking communication, and leadership abilities.

● Certified Member, The Association of Mac Trainers: Recognized for expertise in Apple Mac technologies, training methodologies, and commitment to elevating the standard of Apple education and support. PERSONAL INTERESTS

● Guitar and Drums • Exercise • Volunteer work.

REFERENCES

Available upon request.

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