Software Development Customer Service

Angelica Camacho

732-***-**** *******************@******.***

www.linkedin.com/in/angelica-camacho-432113162

WORK EXPERIENCE

Apple CE San Diego, CA Software Integrity Engineer June 2024-Present Helped in testing pre-released software and triage radar bugs that have been filed with crashes.

• Experience in all phases of the software development lifecycle

• Coding with application programming interfaces

• Knowledge uses system tools specifically Radar & Issue Bot to decode and triage cross issues

• Experience with some application programming interfaces (API)

• Strong problem solving with debugging difficult puzzles.

• Minimum basic understanding of programming principles (Java, Swift,Python) Apple East Rutherford, NJ Genius October 2022 - June 2024 Created a successful training regime for Technical Specialists and Technical Experts

• Partnered with leadership to share feedback about repair strategies

• Participated on Field Analysis team troubleshooting and capturing data during new product launches

• Expert in all MacOS troubleshooting steps, which provide support for customer issues

• Maintain SUR (service unit repair ) Average above 92% each quarter.

• Implemented mentor groups to help successful NPS scores throughout the store. Apple Soho, NY Technical Expert 202 February 2022 -October 2022 Accomplished and Energetic Technical Expert with a solid history of achievement in customer service and computer technology skills.

• Consistently displaying professionalism in a high-stress, fast paced environment.

• Excellent verbal and written communication skills.

• Fast learner that quickly adapts to the ever-changing technological environment.

• Strong interpersonal skills with the ability to connect and develop strong partnerships with peers.

AppleCare Remote Shipping Investigation March 2021 - February 2022 Investigate orders placed on hold or flagged for fraud

• Resolved customer order claims with satisfaction rate of 91 percent

• Consistently Held an 88% or above in customer satisfaction responses.

• Maintain chat que above 90% turnaround for each investigated order request.

• Creative problem-solving and analytical skills, finding opportunities for process improvement and development solutions.

AppleCare Tier 2 Remote Support Advisor for iOS&MacOS April 2020- March 2021 Accepted calls and guided customers through issues; helped set up repairs for hardware issues.

• Verbally helped customers over the phone to troubleshoot and solve technical issues with their Apple and Windows devices.

• Used and navigated internal documents and peer resources to find resolutions and quick responses

Angelica Camacho

732-***-**** *******************@******.***

www.linkedin.com/in/angelica-camacho-432113162

• Consistently held an 85% or above in customer satisfaction responses EDUCATION

School Name

Chestnuthill,MA — Pine Manor College, Bachelor of Art 2007 SKILLS

Microsoft Suite, WAN/LAN Technologies, macOS operating system’s Snow Leopard, VPN, iCloud for all Apple and Windows operating systems, Python programming, Software Development Life Cycle • Engineering • Field Work • Data Analysis• Hardware Testing • Computer Hardware Troubleshooting • IT Hardware Support • Hardware Diagnostics • Cellular Communications Diagnostics • Software Testing • Software Troubleshooting • Software Validation • Data Analytics • Raw images and Video files Knowledgable in Radar • Dropbox• Slack • Keynote • Final Cut Pro • Numbers • Pages • Microsoft Office • Situational Adaptability • Conflict Management • Working in a high-paced environment • Excellent communications skills • Attention to detail • Creative • Enthusiastic attitude• Interpersonal Savvy • Able to work under pressure, learn on the fly, and overcome obstacles in a timely manner • Strong problem-solving and analytical thinking skills • Can easily fill different roles •

Contact this candidate