Customer Support & Systems Support Lead

Skills: Customer Support, Product Knowledge, Sales, Process Improvement, KPIs, Leadership, Collaboration, System Diagnostics, Customer Success, Troubleshooting, Technical/Software Support, Training, Customer Escalation Management, SaaS, SaaS Support, Retention, macOS, iOS, Microsoft Windows, CRM Software, Adobe, G-Suite, Hardware Repair, Mobile Device Management (MDM), Cross-Functional Training, Agile delivery Frameworks, Scrum, Project Management, Google Project Management Certified, Business Development, Process Optimization, DevOps, SDLC, Product lifecycle, Network engineering and troubleshooting, DNS, DHCP, SSL, OSI Model, TCP/IP, Systems Admin, PC Repair and troubleshooting, Deployment and liquidation, Data cabling, Cisco/Linux/ Microsoft environments Desmond Hicks

Richmond, VA 804-***-**** https://www.linkedin.com/in/desmondhicks/ ***************@*****.*** WORK EXPERIENCE

Apple Inc. Richmond, VA

Lead, Genius Bar Dec 2023 –Present

Direct end-to-end operations for a 140+ person Genius Bar team, focusing on process optimization, capacity planning, and workflow standardization to improve service delivery and scalability. Leveraged performance data and KPI tracking to identify inefficiencies and implement process improvements, resulting in a 20% increase in Net Promoter Score (NPS)—the highest gain across all locations nationally.

Implement and enhance structured training programs aligned with system updates, product rollouts, and service protocols. Utilized data-driven insights and performance metrics to refine training effectiveness, while leading coaching initiatives to improve individual and team-level execution.

Serve as a primary escalation point and cross-functional liaison, partnering with engineering, operations, and support teams to troubleshoot system issues, resolve complex cases, and implement process enhancements. Drove alignment on key deliverables and ensured consistent execution against organizational KPIs through root cause analysis and continuous improvement methodologies.

Managed internal IT operations, including store-wide LAN support for a location of 1,000+ users and devices, as well as the provisioning, maintenance, and troubleshooting of all hardware and workstations required by the technical support team.

Genius Nov 2018 – Dec 2023

Certified in ACMT with deep expertise in Mac hardware and software, performing complex repairs and troubleshooting across Apple and Windows platforms to ensure seamless device functionality.

Delivered tailored training session and software support, educating customers on product features, including Apple Pay and e-payment services, driving digital adoption and enhancing user engagement.

Directed seamless data migrations from previous software providers, customizing onboarding experiences and delivering user-focused training to ensure successful adoption of the Apple ecosystem, while driving high customer satisfaction through consultative support and proactive problem-solving.

Diagnosed operating system, network, and application-level issues across macOS, iOS, and Windows environments to resolve escalated technical incidents. Apple Support Team Manager (Remote) Mar 2020 – Oct 2020

Guided and supported a remote team of 20 advisors to provide high-quality customer support, consistently achieving Apple standards for customer satisfaction, accuracy, and efficiency.

Oversaw day-to-day virtual operations, including workforce planning, performance management, and escalations, to ensure reliable and timely support for Apple products and services.

Strengthened team performance through coaching, data-driven insights, and workflow improvements, leading to higher engagement, improved resolution times, and increased customer trust. Technical Expert Feb 2018 –Nov 2018

Led customer workshops and personalized training sessions to drive product adoption, increase engagement, and demonstrate the value of Apple’s services for both personal and business use.

Investigated complex hardware and software issues by analyzing system diagnostics, logs, and device behavior to determine root causes and implement effective resolutions.

Provided expert technical support and repair services, performing advanced diagnostics, troubleshooting, and component replacements to resolve complex hardware and software issues efficiently.

Built strong business relationships and delivered consultative sales solutions, aligning Apple products and services with client needs while mentoring peers and supporting cross-functional team with in-depth product knowledge.

Technical Specialist Oct 2016 –Feb 2018

Offered expert technical assistance to customers and colleagues which included diagnosing and resolving hardware and software issues, troubleshooting problems, and providing comprehensive technical support.

Delivered exceptional customer service by actively listening to customers, understanding their needs, and providing solutions.

SKILLS

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