Mac Engineer
Resume:
Billy Kuhl
Fairfax, VA *****
*********@**.***
To Whom It May Concern,
I am an experienced Mac administrator located in Fairfax, VA. With over 18 years working directly for Apple, I have an intimate knowledge of macOS and iOS support. For the past three years, I have been the Lead IT Support Specialist and Mac Engineer at a prestigious private school, responsible for maintaining and deploying a fleet of 1200 Apple devices, and resolving support tickets from students, faculty, and staff. I am also Jamf certified in both the 200 and 300 levels, and have experience administering G Suite for education, and managing user access leveraging Active Directory. Currently, I am looking for a chance to develop my career and grow my skills. While I have learned a lot in my current role, I’m interested in the opportunity that The Motley Fool has to offer. I have heard a lot about the unique culture there, and the job description on your website shows a lot of ability for innovation, automation, and improvement. With my past Mac management experience and top notch customer service training, I think I would be a strong member of your tier two support team. I’m looking forward to finding out if I’m a match for this position. Thanks,
Bill Kuhl
3704 Mazewood Bill Lane Kuhl • Fairfax, VA 22033
571-***-**** • *********@**.***
SUMMARY
I am a highly contributing employee who helps nourish a culture of teamwork and feedback among my peers.With over 18 years of experience working at Apple Inc., I have an intimate knowledge of Apple products and have integrated it with my passion for education. This has helped me greatly during my time as an IT Support Technician at Flint Hill School. I have a thirst for knowledge and learning about the latest tech which is the reason I still work for Apple part time. At Flint Hill I have many responsibilities ranging from troubleshooting software, repairing Macs, controlling content on the network through the web filter, and managing devices using Jamf Pro’s MDM solution. I am part of the team that manages and supports the One-to-One program for the Macs and iPads. Primarily, my time is spent planning for purchases, supervising device distribution, and facilitating the roll out of new technology through Apple DEP and Apple School Manager. Along with that, I help find solutions to problems and answers to questions pertaining to the program. I am currently testing, planning and finalizing the roll out of our Two-to-One program for the middle school, where each student will have both an iPad and a MacBook Air to use for their studies. At Apple I help direct, lead, and grow a very technical group of Mac Geniuses. I have comprehensive experience with sales ranging from individual consumer to large companies with the business team. I also have expertise in inventory management, leadership, and continued motivation and training of my peers. Throughout my time at Apple I have played a key role in launching, promoting and supporting world- changing products and services. As one of the original Apple retail employees, I had the privilege of going through highly specialized training for interacting with customers and facilitated in creating a credo that ties the customer’s needs as a filter for everything we do. I personally collaborated with Steve Jobs on ‘Project Nexus’; the planning and launch of Apple’s retail endeavor. As of today, Apple Retail is critical to their success and responsible for almost $100 billion dollars a year of net revenue; helping it become the world’s most valuable company. The training and on boarding process I have experienced leads me to firmly believe that when working with a customer, I’m not just providing service- it’s about giving each person an experience that will enrich their life. This has always proved beneficial to me at creating rapport, establishing relationships and building trust with people of all ages. EXPERIENCE
Flint Hill School - June 2016 To Present
MAC ENGINEER
• Responsible for Mobile Device Management (MDM) for 1,200 MacBook Air devices and 700 iPad Pro devices
• Jamf Pro Certified Administrator, Jamf Pro Certified Technician
• Proficient in software packaging and deployment using Jamf Pro tools
• Responsible for enforcing security policy leveraging configuration profiles for all devices and creating a controlled supervised environment for students, faculty, and staff
• Provide technical support to faculty and staff for MacOS and iOS devices and resolve all support tickets
• Evaluate, certify, and integrate technology, train individuals to use new technology once approved for incorporation into the environment
• Provide technical solutions and software for the technology chair to integrate during the year
• Responsible for creating a controlled, supervised working environment for students, faculty, and staff
• Present to and train students and parents when rolling out new Mac devices during back to school nights at the start of each school year
• Manage inventory of new Macs, loaners, repair inventory, and supplies for the office
• Oversee the documentation of student accounts and repair incidents.
• Work with the business office to reconcile repair logs, fees, shipping, receiving, and testing of repaired Macs
• Troubleshoot and maintain the network; access points, routers, and network printers
• Set up, configure, and troubleshoot all Cisco phones through out the school APPLE INC. - APRIL 9TH 2001 To Present (Roles at Apple Inc. from most recent) MAC GENIUS ADMINISTRATOR (LEAD)
• Team Lead. Provide direction to a highly trained and dynamic team of Mac technicians and be a direct point of contact for customers throughout their entire experience
• Responsible for facilitating the customer experience surrounding the servicing of Apple products.
• Coordinate with Apple Engineers or Apple support to assist technicians in providing solutions to customers. Function as a mentor to members of the team and providing feedback and being a resource
• Innovate and streamline processes within the repair room to enhance workflow and improve productivity. Audit repairs and service part inventory, perform quality assurance checks on repairs and repair documentation
MAC GENIUS
• Trained by Senior Apple Technicians on Apple certified troubleshooting workflow
• Received comprehensive training in identifying and resolving issues in Mac OS X
• Received comprehensive training in identifying and diagnosing issues with hardware for all Mac models and provided support for all iPhone models for software and hardware problems EXPERT
• Trained by the Apple Business Team; facilitated sales with enterprise and local large companies
• Presented complete solutions based on customer needs ranging from essential to comprehensive systems
• Experience with multiple buying options- Apple Leasing, Apple Purchase Order and Apple Financing
• Exceeded expectations in sales performance being at the top 10% of 30,000 sales team members
• Mentored and trained on-boarding new employees and developing team members INVENTORY CONTROL SPECIALIST
• Leadership role - responsible for a highly motivated and results-driven team.
• Scheduling 40+ employees
• Achieved 99.90% accuracy rate for 15,000 units; Out of 500, only two inventory teams in the US have achieved this goal
• Working with Loss Prevention in maintaining company policies and preventing shrink or theft.
• Innovate new auditing and inventory variance reconciling methods that were later adopted throughout the entire corporation, helping to successfully manage 42 million dollars of inventory SKILLS, CERTIFICATIONS & TRAITS
• Apple Certified Mobile Technician
• Apple Certified Grow-Your-Own Genius
• CCT - JAMF Pro Certified Technician
• CCA - JAMF Pro Certified Administrator
• Great at creating efficient workflows, seeing opportunities for synergy, simplifying complex processes, and managing processes to get tasks done more efficiently
• Skilled in motivating fellow employees to grow to their full potential. Worked with Apple’s exclusive Mentor team to help dozens of employees develop in their roles
• Dedicated to meeting the expectations and requirements of customers, focusing on creating a positive experience and repairing relationships
• Using interpersonal savvy to connect and build rapport with customers, management, and colleagues
• Deal with ambiguity with ease; can adapt to rapidly changing environments and learn quickly on the fly.
• Action oriented - Passionate about my development in the technology field and eager to learn new skills.
REFERENCES
Emalee Firestein - Colleague
******@***.***
Adam Burrell - Colleague
****.*******@**.***
Andrew Basti - Supervisor
abasti@flinthill.org
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