Customer Service Digital Marketing

ERIKA SHAW

336-***-**** **************@*****.*** Charlotte, NC www.linkedin.com/in/ladymastermind PROFESSIONAL SUMMARY

I have had diverse roles, including an educator, a technical trainer, a high-level support technician, and a small business consultant specializing in digital marketing. My skills include:

Technical Training and Support – Data Analytics – Market Research – Learning Materials Development Relationship Building - Process Improvement – IT Infrastructure - Customer Service EXPERIENCE

SENIOR TECHNOLOGIST May 2023 – Present

PwC, Charlotte, NC

I excel in both virtual and in-person work environments. My exceptional customer support skills, technical training expertise, and innovative ideas have consistently earned recognition. Under my sole oversight, the Charlotte Tech Connect office consistently ranks among the top performers in promptly resolving incidents and delivering exceptional customer service.

• Provide in-person end-user support for hardware, desktop requests, and technology issues, efficiently diagnosing and resolving problems for the North Carolina offices.

• Escalate unresolved issues, advise on technology tools, and educate users on best practices to enhance productivity.

• Apply advanced troubleshooting for Windows and Mac, deploy PCs and peripherals, and proactively address technology-related concerns.

• Maintain and optimize the IT ticketing system, implementing process improvements using data analytics to prevent recurring issues.

• Collaborate with teams to resolve infrastructure challenges, maintaining technical documentation, and ensuring adherence to performance metrics.

• Demonstrate innovation and continuous learning, swiftly adapting to emerging technologies in a dynamic work environment.

APPLE SOLUTIONS CONSULTANT March 2021 – May 2023

Blue Line Technologies, Charlotte, NC

• Delivered comprehensive technology advice, innovation strategies, and implementation of Apple’s tech ecosystem for businesses and educational clients.

• Installed and managed business systems, including MacOS servers, Apple-Windows OS integrations, and third-party software systems to streamline business operations.

• Pioneered remote troubleshooting using RMM systems to provide immediate virtual support, enhancing client satisfaction and workflow efficiency.

• Designed technology solutions for small businesses, integrating innovative Apple products for seamless operations and improving technical efficiency.

TECHNICAL EXPERT & SENIOR ACCESSIBILITY ADVISOR 2014 – 2021 Apple, Charlotte, NC/Remote

• Provided top-level technical support and education for Mac and iOS users, diagnosing and troubleshooting hardware and software issues across multiple platforms. ERIKA SHAW

336-***-**** **************@*****.*** Charlotte, NC www.linkedin.com/in/ladymastermind

• Delivered accessibility solutions, offering tailored, step-by-step guidance to enhance customer experience for users with unique needs.

• Led technical escalation and resolution of complex issues, collaborating with engineering teams and utilizing detailed diagnostics to develop permanent solutions.

• Conducted hardware repairs and system setups for Mac and iOS devices, providing proactive advice and training to help customers optimize their use of Apple products.

• Created and presented educational content through WebEx and Keynote presentations, leading team meetings and contributing to technical training initiatives for colleagues.

• Maintained excellent communication and prioritization skills, ensuring customers received prompt and clear guidance on all support matters.

EXECUTIVE MARKETING MANAGER 2012 – 2015

Mastermind Concepts LLC., Greensboro, NC

• Led digital marketing strategies with an emphasis on technology innovation and education, focusing on SEO, video marketing, and social media trends.

• Developed targeted email and SMS marketing campaigns, leveraging data-driven insights to enhance audience engagement through technology-driven techniques.

• Created and managed WordPress websites, employing innovative content strategies to boost online visibility and engagement.

EDUCATION & CERTIFICATIONS

Master of Science in Digital Marketing / Full Sail University, Winter Park, FL 2012 Focused on technology-driven marketing strategies, data analytics, and digital content creation to drive innovation in education and business sectors. Bachelor of Science in Special Education / North Carolina A&T State University, Greensboro, NC 2002 Emphasized integration of inclusive educational settings to enhance learning experiences and improvement in teaching methodologies of exceptional children. Bachelor of Arts in Speech Pathology / North Carolina A&T State University, Greensboro, NC 2000 Focused on the biological, physical, social, and linguistic aspects of communication, providing a solid foundation in speech science, audiology, and language development.

PROFESSIONAL DEVELOPMENT

Creative Problem Solving and Collaboration Workshop 2015 Small Business Alliance Training- Greensboro, NC

Advanced ITSM Techniques Workshop 2022

Blue Line sponsored training- Charlotte, NC

Advanced Troubleshooting for Windows & Mac Environments 2023 Charlotte, NC

Microaggressions in the Workplace 2024

PwC Inclusion Network Training – Host

INTERESTS

Paper crafting - Volunteering and mentoring in local schools – Tech “Gadgetress” Baking (sweet potato cheesecake is my specialty) – Video Editing – Candle Making

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