Technical Support It Operations

Stefan Hristov

781-***-**** *************@**.*** LinkedIn: www.linkedin.com/in/stefanhristov-

091925162

Professional Summary: Seasoned IT professional with over 10 years of experience delivering world-class technical support and team leadership in high-demand environments. Proven track record in managing enterprise IT operations, leading technical support teams, and implementing scalable solutions across diverse platforms including Apple, Microsoft, Google, Jamf, Okta, and Epic. Adept at fostering high customer satisfaction, driving process improvements, and ensuring compliance with strict security and privacy protocols. Core Competencies:

• Technical Support & Troubleshooting

• IT Operations & Infrastructure

• Enterprise Device & Access Management

• Team Leadership & Staff Development

• Training & Onboarding Programs

• Network Configuration & Server Management

• Process Improvement & Documentation

• Incident Response & Ticket Resolution

Professional Experience:

Apple, Greater Boston, MA

Genius March 2014 - February 2025

• Apple Certified Technician providing expert technical support to diverse user groups.

• Resolved complex technical issues across multiple platforms and managed thousands of support tickets.

• Provided enterprise support for access management, network setups, and device configurations.

• Led team training initiatives and process improvements; received three Ovation Awards for excellence.

• Maintained and managed diagnostic tools, Macs, iPhones, iPads, and peripheral equipment.

In-House Trainer September 2023 - January 2024

• Designed and led technical onboarding and continuous training for over 70 team members.

• Ensured 100% compliance on mandatory training through effective scheduling and communication.

• Elevated Genius Bar training completion from 80% to 100%. Genius Admin September 2022 - January 2023

• Configured and managed mission-critical systems and networks to support technical

• operations.

• Maintained operational readiness of all repair systems and internal infrastructure. Lead Genius January 2022 - September 2022

• Supervised 40 technicians, optimizing performance, service quality, and compliance.

• Mentored team members, leading to four internal promotions.

• Actively supported day-to-day operational execution and technical leadership. Apple Care Senior Advisor (Remote) April 2020 - June 2022

• Delivered senior-level technical support to over 1,200 clients across North America.

• Maintained 96% issue resolution and 98% customer satisfaction ratings.

• Led remote training sessions on integrated troubleshooting and hardware isolation techniques.

Pro, Boston, MA April 2018 - November 2018

• Advised on integration of IT solutions in homes and small to medium-sized business environments.

• Collaborated with leadership and global support teams to ensure service excellence.

• Achieved 100% Net Promoter Score throughout the tenure. Trainer, Boston, MA February 2016 - December 2016

• Led employee onboarding and monthly technical training initiatives.

• Supported rollout of updated workspace designs and IT workflows. Technical Specialist, Boston, MA March 2014 - June 2015

• Delivered frontline support for iOS devices at the Genius Bar.

• Promoted to Genius for exceptional service performance. Technical Skills:

• Platforms: Apple OS, iOS, Windows, Google Workspace

• Tools: Jamf, Okta, Epic, Zendesk, ServiceNow

• Software: Pages, Keynote, Photos, Adobe Lightroom

• Equipment: Macs, iPads, iPhones, Printers, Diagnostic Tools

• Access Management, Network Configurations, MDM Solutions Certifications:

• Mac Certified Technician

• Apple Care Senior Advisor Certified

• 60+ Apple Product, Service, and Safety Certifications Awards:

• 3x Ovation Award Winner for Customer Satisfaction

• Apple 10-Year Service Award (March 2024)

• References available upon request

Education

High School Diploma, Bulgaria 2005

Contact this candidate