Apple Enterprise Technical Support Specialist

SEAN VIVANH

Technical Support Specialist

Dallas, TX 972-***-**** *******@*****.***

PROFESSIONAL SUMMARY

Technical Support Specialist with 20+ years of customer service and technical support experience, including 10+ years supporting Apple products in high-volume support environments. Skilled in troubleshooting hardware, software, mobile devices, billing issues, and enterprise support.

CORE SKILLS

Technical Support • Tier 1 & Tier 2 • Ticketing Systems • Jira • Salesforce • macOS • iOS • Windows • Active Directory • VPN • Networking • Hardware Diagnostics • SaaS Support • MDM PROFESSIONAL EXPERIENCE

Apple Inc. — Senior Technical Support Advisor Tier 2 Enterprise Support 2009 – 2019

• Provided Tier 1 and Tier 2 technical support in high-volume call center environments.

• Supported iOS, macOS, iTunes, App Store, billing, and enterprise-level technical issues.

• Ranked in top 5% of AppleCare advisors for customer satisfaction and performance.

• Handled 30–50 customer calls daily while maintaining strong resolution standards. Care.com — Tier 2 Technical Support Specialist

2020 – 2023

• Delivered Tier 2 technical support via phone, chat, and email in a high-volume support environment.

• Troubleshot account access, subscription billing, app issues, and platform-related bugs.

• Escalated complex technical issues to engineering and product teams for resolution.

• Managed support tickets using Jira and Salesforce. Tropical Smoothie Café — Assistant Manager

2024 – Present

• Manage daily store operations and ensure high-quality customer service.

• Lead, coach, and train team members on daily procedures.

• Resolve customer concerns while maintaining a positive customer experience. CERTIFICATIONS

Apple Certified macOS • Hardware • iOS • Enterprise Support EDUCATION

High School Diploma — Cornerstone Christian Correspondence School

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