Technical Support System Analyst
Resume:
David Beard
Keller, TX *6248
*****.*****@***.***
EXPERIENCE
Business System Analyst, Apple Inc; Austin, TX
(April 2014 - November 2022)
• Sustained Apple's internal Customer Record Management software for smooth operations and efficient customer data management.
• Implemented effective interaction strategies to ensure a personalized user experience.
• Organized, prioritized, and facilitated collaboration between multiple teams to drive efficient workflows and project completion.
• Developed and adapted detailed specifications and requirements for program modifications.
• Collaborated closely with technical and nontechnical team members to ensure seamless integration of requirements. Senior AppleCare Specialist, Apple Inc; Austin, TX
(February 2010 - April 2014)
• Developed and refined procedures to address complex technical challenges, focusing on efficiency and effectiveness.
• Actively participated in the Technical Consultant team for the Office of Steve Jobs, subsequently transitioning to support Tim Cook's initiatives.
• Determine methods and procedures on new assignments and provide guidance to other personnel
• Complete tasks in creative and effective ways while working on site assignments requiring considerable judgment and initiative
• Led project management efforts for the Austin and Elk Grove Senior AppleCare Specialist teams, ensuring effective coordination and project success.
• Delivered first Apple Certified Mac Technician certification to 100% of internal Hardware T2 Advisors. (99% pass rate)
• Rotational Assistant to the Director of Technical Support Worldwide
• Rotational Testing Specialist
• Rotational Testing QA UAT Lead
AppleCare Advisor, Apple Inc; Austin, TX
(December 2007 - February 2010)
• Provided technical support across Portable, Desktop, OS, Wireless, and Educational roles, resolving issues and making recommendations to enhance customer satisfaction.
• Consistently achieved high levels of performance, completing tasks with accuracy and efficiency.
Customer Services Manager, B. C. Scientific; Miami, FL
(August 2005 - August 2006)
• Facilitated services for the nation's 2nd largest Chemical and lab-ware supplier, catering to various industries including Power plants, Pharmaceutical labs, Water treatment plants, Environmental testing labs, Cosmetic manufacturing facilities, Microbiological testing agencies, Research and development departments, Food processing plants, Sewage treatment facilities, Educational institutions, Equipment manufacturing, and to the Technical industry.
PROFILE
Varied but accomplished background
in computer science, customer
service, operations and logistics.
Skilled in delivering simple solutions
to complex issues while possessing a
strong aptitude for logical thinking.
CERTIFICATIONS AND AWARDS
Apple Certified Mac Technician
(ACMT) Proctor Certified, Mac OS X
Certified, Apple Certified Support
Professional, Apple Certified Technical
Coordinator. Customer Satisfaction
Award 2009, Excellence Award 2010
COMMUNITY AND VOLUNTEER
Shamanic Community of Austin
Paws on death row
Contact this candidate