Genius Admin & IT Operations Specialist

Courtney J. Fenderson

347-***-**** *****************@******.*** *****************@*****.***

EDUCATION

SUNY Canton, Canton, NY

B.S Information Technology Dec. 2021

A.A.S General Technology Dec. 2017

WORK EXPERIENCE

Apple Inc.

Genius Admin, WTC Manhattan, New York May 2022 - Current

• Proactively managed the daily queue of customer repairs, allocating resources to ensure on-time completion and minimize delays

• Conduct IPR and MAC repairs within a timely manner for customer pickup

• Optimized inventory controls for service parts, reducing shortages and improving parts availability

• Leveraged applications and digital tools to streamline daily workflows, increasing task efficiency and resource utilization

• Designed and maintained repair room information boards, ensuring clear communication and alignment during weekly GB updates

• Partnered with cross-functional teams to develop smarter workflows, enhancing product and repair transit flow across departments

• Acted as a key liaison between managers and technicians, ensuring accurate, timely updates and strengthening customer trust

• Conducted comprehensive diagnostics on customer devices to accurately identify technical issues and determine needs for IPR and MAC repairs

• Completed ongoing technical certification training to strengthen knowledge of repair processes, tools, and industry standards

Operations Specialist, WTC Manhattan, New York Dec. 2021 - May 2022

• Pursued opportunities to partner with the TMP’s to assist with visual standards for the store

• Oversaw restock inventory for product zone and Genius Bar

• Completed tasks such as returns, trade ins and counts for pickup items

• Maintained organization of inventory for items product zone and Genius Bar

• Conducted weekly table audits for demo products in product zone Specialist, W14th Manhattan, New York Oct. 2019 - Dec. 2021

• Informed customers about the benefits of the products and services

• Utilized customer focus to curate proper solutions with online customers for RCC and in-store Department Of Information Technology & Telecommunications Project Management Intern, Brooklyn, NY Jun. 2021 - Aug. 2021

• Supported DOITT Public Safety Executive Director on technology modernization initiatives

• Collaborated with NYPD and FDNY to upgrade call-handling and dispatch systems

• Assisted with FireCAD software implementation planning and project scheduling

• Coordinated with project managers and leadership to track deliverables and equipment needs. Staples Jun. 2019 - Sep. 2019

Certified Tech. Specialist, Staten Island, NY

• Repaired laptops and replaced screens and batteries on devices

• Troubleshot customer devices by phone, improving issue resolution

• Created tech bundles and managed inventory restocking accuracy

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