Manager Technician

Experience

Concierge, Apple Inc Tampa, FL ****-**10

I was hired by Apple in August of 2008 into a role that they had created just a few months prior. I found it exciting. I was blazing a new trail. Because it was a new role, there was no strict dogma to tie us down. The role incorporated all aspects of the business. We were in charge of scheduling, directing customer flow and experience, we managed our genius bar queue and all of our in store training initiatives. It was an amazing introduction to Apple and gave me valuable experience. It was in this role that I learned how to talk to customers like a PR whiz, how to manage a small server like a technician and how to manage people like a level headed administrator. Eventually it was time for me to move on to a new position, but I was grateful for the lessons I learned and skills I acquired.

iOS Technician, Apple Inc Tampa, FL 2010-2011

As an iOS technician at Apple you are pulled in many directions. You are tasked with effectively triaging a customer’s issue, and provide them with an resolution that they can both understand and be comfortable with. This role challenged me to both adapt each interaction to the person in front of me, so that they left with complete understanding and confidence in our solution, and also presented me with the unique challenge of sometimes having to repair the relationship between a customer and our company. The other aspect of this role was that of the teacher. This role required me to give one hour long personal training sessions on macs. The customer base ranged from novice to pro user, but the principle of the session was always the same. Get them set up for success. Teach them, don’t do for them. Enable them with the tools to resolve their own issues. While I thoroughly enjoyed this role, I saw an opportunity for a greater challenge for me.

Mac Genius, Apple Inc New York, NY 2011 - Present

After my first three years with Apple, I decided to move. I moved to New York City, to work at the busiest Apple Store in the world: FIfth Avenue. When I transferred to Fifth Avenue I was still an iOS technician, but within three weeks, management promoted me to the position of Mac Genius. I completed Mac Genius training in Cupertino, CA in the following weeks and passed both the Mac OS X and the Macintosh Hardware certifications. When I returned to Fifth Avenue, I was asked to help to train our new team as they were on-boarded into their new roles. I was also charged with the responsibility of managing some of our key systems for the family room. Recently I have had the unique opportunity to help train the NSO (new store opening) Genius team for our Hong Kong store. They spent a total of two weeks in our store and it was my responsibility to assist in training them, and to report back to our corporate partners in regards to their progress. I was a part of several corporate teams based out of Cupertino, California responsible for developing internal applications and new products over the course of 2011 and 2012. We were responsible for everything from conceptualization to development and testing to launch.

Education

University of South Florida AA Biomedicine, minor in General Public Health, 2008-2010

Skills

Mac OS X Certified Technician - 2011

Macintosh Hardware Certified - 2011

iOS Certified Technician - 2010

Apple Certified Trainer - 2009

Referrals

Austin Adams- Senior Family Room Manager (Recruiting), Apple Store- Fifth Avenue 917-***-****

Tracy Hanchey- Market Leader, Apple Retail- South/Central Florida *******@*****.***

Lindsay Hathaway- Remote Genius Manager, Apple Retail Service *********@*****.***

Rob Sacal- Senior Genius Bar Manager, Apple Store- Fifth Avenue **@*****.***

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