IT Technical Specialist

JEFFREY TECHIE-MENSON

Washington, DC ***** 202-***-**** **********@***.*** linkedin.com/in/jeffmenson SOFTWARE ENGINEER CLOUD & MOBILE DEVELOPMENT TECHNICAL MANAGEMENT Results-driven Software Engineer with expertise in full-stack development, cloud computing, mobile app engineering, and Agile/Scrum delivery. Skilled in building scalable, secure, and high-performing applications using modern programming languages, frameworks, and microservices architectures. Adept at collaborating with cross-functional teams to design, develop, test, and deploy solutions that enhance user experience and operational efficiency. Proficient in Python, Swift, REST APIs, AWS, CI/CD pipelines, and automated testing. Committed to continuous learning, emerging technologies, and delivering high-quality, production-ready software. Excellent verbal and written communication skills

AREAS OF EXPERTISE

Technical Skills & Development

• Full-Stack Software Development

• RESTful API Development & Integration

• Microservices Architecture

• Cloud Application Development (AWS)

• Object-Oriented Programming (OOP)

• Data Structures & Algorithms

• Version Control (Git, GitHub, Bitbucket)

• Unit Testing & Test Automation (XCUITest)

• Software Debugging & Performance

Optimization

• Responsive Web Development (HTML5, CSS3,

JavaScript)

• Mobile Application Development (iOS)

Languages, Frameworks & Tools

• Python, Swift, JavaScript, TypeScript

• SQL, MySQL

• Docker & Containerization

• GraphQL API Integration

• Agile & Scrum Methodologies

• Software Development Lifecycle (SDLC)

• API Documentation (Swagger, Postman)

• Cloud Services (AWS Lambda, EC2, S3, RDS)

Collaboration & Delivery

• Cross-Functional Team Collaboration

• Agile Sprint Planning & Execution

• Code Review & Peer Programming

• Product Lifecycle Management

• Incident & Bug Tracking (Jira)

• CI/CD Pipelines – (GitHub Actions, Xcode

Cloud, Source Control, Jenkins)

• User Experience (UX) & User Interface (UI)

Optimization

• Requirements Gathering & Technical

Documentation

PROFESSIONAL EXPERIENCE

Apple – Washington, DC

Technical Specialist – iOS, macOS, iPadOS Support & Device Management June 2024 – Present Technical Troubleshooting & Optimization

• Provided advanced hardware/software diagnostics for Apple products, resolving escalated cases and ensuring customer satisfaction of all apple products

• Delivered exceptional customer service, resolving 100+ weekly technical cases with 95%+ satisfaction rate, troubleshooting Apple hardware/software issues with empathy.

• Educated customers on AppleCare+ and repair options, boosting ownership and self-service.

• Reduced issue resolution time by 20% via optimized workflows and provided feedback to Apple.

• Created technical guides and led training, enhancing team efficiency and inclusion.

• Conducted performance analysis using logs and traces to identify and resolve complex system issues, improving customer experience.

Collaboration & Knowledge Sharing

• Partnered with engineering, IS&T and support teams to resolve multi-component issues, ensuring alignment between customer needs and technical solutions.

• Supported Genius Bar team, mentoring peers on troubleshooting techniques, fostering collaboration.

• Conducted engaging Apple Vision Pro and Apple Intelligence demos, driving product excitement and adoption. Key Achievements: Maintained 95%+ customer satisfaction, cut resolution time by 20%, and increased engagement through demos.

Engenious.io – Remote

iOS/Test Engineer April 2024 – Present

Mobile Development & Testing

Design, implement, and test iOS app features using Swift, Xcode, and XCUITest, ensuring functional reliability through robust unit and UI test suites. Leverage GraphQL APIs and AI-powered features to enhance user experience and app performance.

Agile Delivery & Quality Assurance

Participate in Agile sprints, collaborating with developers, designers, and product managers to refine features, resolve technical blockers, and maintain code quality. Conduct code reviews to enforce best practices and consistent design patterns.

Key Achievements:

• Improved development velocity by 15% by streamlining workflows and optimizing CI/CD processes.

• Designed and implemented end-to-end automated test scripts, reducing manual testing time by 40%.

• Contributed to the delivery of high-value features for content creators, improving platform engagement metrics. Revature – Reston, VA

Software Engineer – Python November 2022 – June 2023 Backend Development & Automation

Developed high-performance Python applications using advanced design patterns and automated testing frameworks. Designed automated test scripts that significantly reduced manual QA workload and improved defect detection rates. Cross-Team Collaboration

Worked closely with product managers, developers, and QA teams to refine testing strategies, ensuring timely and bug- free releases.

Key Achievements:

• Reduced manual testing time by 40% and improved reliability through custom automation frameworks.

• Delivered scalable backend modules that supported multi-team deployments, improving system maintainability. The George Washington University – Washington, DC

IT Tech Specialist – Jira, SQL, AWS May 2022 – May 2023 Technical Support & System Optimization

Managed troubleshooting and technical support for 150+ clients daily, resolving software, Citrix, VMware Horizon and Windows 10/11 system issues promptly.

Integrated Jira for issue tracking, reducing average ticket resolution time and improving reporting accuracy. Data-Driven Improvements

Performed SQL-based data analysis to reduce recurring technical incidents by 20%. Administered AWS services to optimize workflows and improve service delivery.

Key Achievements:

• Led AWS integration projects, improving operational efficiency for university IT services.

• Developed and delivered training programs for Jira, AWS, Citrix, and VMware enhancing team productivity and system adoption.

EDUCATION

Master of Science, Information Systems Technology – The George Washington University Bachelor of Arts – Kwame Nkrumah University of Science and Technology CERTIFICATIONS

Graduate Certificate in Artificial Intelligence - The George Washington University IBM z/OS Mainframe Practitioner

Certified ScrumMaster (CSM) – Scrum Alliance

CompTIA Security+ CE

AWS Certified Developer – Associate

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