Technical Service Support Professional
Resume:
***************@*****.***
Cana Parker
I am a goal oriented associate offering superb customer service proficiency, high levels of customer satisfaction and dedication to meeting aggressive business goals. Specializing in the field of information technology as well as retail experience. I am able to implement, monitor, and provide maintenance within my technical expertise. I also enjoy keeping myself up-to-date with the latest components and other necessary aspects that may be required. I can oversee the maintenance, backing up, and securing of databases and provide extensive knowledge in the area of computing. I have leading communication skills and adaptability with specialized knowledge in working with a team on assessing customer needs individually. I can provide assistance and information on product features while achieving department goals on a daily, monthly and yearly basis.
Georgia State University Atlanta, Georgia
Psychology Major - Projected graduation date May 2024 (fully remote student)
Sprayberry High school - Received High School Diploma in 2016 as an early graduate
Apple Support Mac + Technical Advisor (March 2019) Atlanta, Georgia
●Gathering product and customer information in order to determine the type of support level to provide; elevate calls to appropriate support level as necessary
●Reaching expected goals on daily, monthly and yearly goal and often exceeding expectations in annually reports regarding my performance
●Providing enterprise-level incident support-system components; network configuration and administration; professional software applications; web applications and services; and technical issues requiring the use of the tools for resolution
●Delivering phone and email support for integration, migration, and advanced server operation issues
●Providing feedback to establishing patterns of recurring issues and providing input to development teams on resolutions
●Creating appointments, and scheduling callbacks for customers to provide additional support when necessary
●Providing technical support for Apple tools and applications, including Apple Configurator, Apple Remote Desktop, Final Cut Pro, GarageBand, iMovie, Keynote, Logic Pro, MainStage, Motion, Music Memos, Numbers, and Pages
●Troubleshooting third-party network settings to work with iOS and iPadOS, and macOS
●Servicing software installation, launch, and use for multiple versions of iOS, iPadOS, watchOS, and macOS
●Providing hardware and software diagnosis and troubleshooting; and investigating issue isolation for Apple-based solutions
●Creating cases and utilizing ticketing tools to update cases, resolve issues and complete tickets
●Configuring and administering active directory DHCP/DNS, TCP/IP
●Worked on Network Security solutions like antivirus, VPN, data recovery, Mobile device management backup solutions and firewall
●Assists users in installing Microsoft Windows operating systems on Intel-based Macintosh computers
Credentials
●Apple Certified Macintosh Technician (ACMT)
●Apple Certified Support Professional (ACSP)
●Apple Certified Portable Technician (ACPT)
Skills
●iCloud Drive, macOS, iOS, Computer Hardware, Computer Software, macOS, Google Suite, VPN, Computer Software, Keynote, Final Cut Pro, Pages, Numbers, Keynotes
●Microsoft Exchange, Office 365, Microsoft DNS, Microsoft DHCP, Microsoft Windows, Microsoft Office product, Microsoft Powerpoint, Microsoft Word
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