Technical Support Specialist

**Cecily Stewart**

[Raleigh, North Carolina] [919-***-****]

[***************@*****.***]

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**Professional Summary**

Dynamic and results-oriented professional

with 9 years of

experience in technical support at Apple,

demonstrating strong

problem-solving skills, exceptional customer

service, and the

ability to manage cross-functional teams.

Proven expertise in

leading initiatives, improving processes, and

driving operational

efficiencies. Seeking to leverage technical

background and

leadership skills to transition into a project

management role, with

a focus on delivering high-quality solutions,

optimizing workflows,

and enhancing customer satisfaction.

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**Core Competencies**

- Project Management

- Cross-functional Collaboration - Agile

Methodology

- Technical Troubleshooting

- Process Improvement

- Risk Mitigation

- Customer Service Excellence

- Time Management

- Strategic Planning & Execution - Training &

Mentorship

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**Professional Experience**

**Apple Inc.** – [AHA]

**Senior Technical Support Specialist

(MAC)** (2019 – Present)

**Senior Technical Support Specialist (IOS)**

(2015 – 2019)

**Technical Support Associate** (2012 –

2015)- Led cross-functional projects to

streamline technical support

processes,

-

- Collaborated with product and engineering

teams to provide

feedback and insights

from customers, improving software and

hardware usability.

(Battery Rotation)

- Managed escalated technical issues,

coordinating between

customers and internal teams to ensure

timely and effective

resolution.

- Documented processes for troubleshooting

and resolving

complex technical issues, ensuring

consistency and quality

across teams.

- Conducted root-cause analysis of recurring

technical issues and

recommended solutions to senior

management, contributing to

product enhancements and improved

customer satisfaction.

- Utilized Agile methodology to manage

multiple projects ---

**Key Projects**

- **Process Improvement Initiative:**

Developed and executed a

project to use during the year to compile data

to use on APR’s

and QDR’s. Improving overall team efficiency

on APRs.

--- **Education**

**Certifications**

-Sterile Processing [2010]

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**Technical Skills**

-Core

- Microsoft Office Suite (Word, Excel,

PowerPoint, Project) -

macOS, iOS, Windows- Google Workspace

- Data Analysis & Reporting

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**Professional Development**

- City of Raleigh Community Connector –

[2022-current] -Planning

Academy City Of Raleigh – [2024]

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**Languages**

- English (Fluent)

- Spanish (Conversational)

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