Responsible for ensuring customer satisfaction by providing support assistance/troubleshooting for Apple’s professional software. Served as Backup Team Manager satisfying all requirements for Coaching, CSAT, and Advisor evaluations.

Provide appropriate handling of telephone support to Apple Enterprise level/high-end customers. Employ excellent customer skills and my strong knowledge or aptitude for digital audio and video technologies. Effectively position and sell Apple's support products and technical solutions. Log calls, and escalate issues through appropriate channels. Teach various NAT classes as assigned. Provide coaching, mentorship, and/or training in-cube to advisors as needed.

Provided technical assistance via chat-based support for Apple's MobileMe syncing program while maintaining confidentiality of work related information and materials. Responded to the needs and inquiries of users; explained IT issues, and followed up with users to assure the stability and functionality of the users' equipment. Performed computer troubleshooting to diagnose system/sync issues. Analyzed computer functionality; identified, located, resolved, and repaired problems within scope of support. Documented chat records, results, and tracked on-going issues. Provided coaching and guidance to new advisors during their New Advisor Training.

Worked with and secured confidential data concerning critical issues. Supervised instructional activities and assisted with the overall supervision of the boarding residential life program. Responsible for interviewing, hiring and managing lower dormitory staff. Worked independently under the Dean of Students, managing day-to-day activities of students, and carried out administrative duties as assigned. Coordinated ground and air transportation for various leaves and weekend activities. Created new hire packets for Residential Assistant (RA) training. Coached and mentored RA’s.

Coordinated production of annual 'Academy Awards' Ceremony. Produced “SMA Shattered Dreams” video project, winning ‘Outstanding Crime Prevention Program of the Year’ award in December 2009 for CTCPA. Acquired and captured footage for the admissions and public relations department. Produced in-house staff training media, and worked with departments to deliver content to facility and staff.

Maintained transparency as central support services for 35 independent ISP companies, as the ability to mask our location was crucial for our business. Provided supervisory role for team of ten phone agents. Monitored advisors that answered incoming customer inquiries and solve clients issues related to dialup, DSL, and/or Cable internet services. Took phone escalations for situations requiring supervisor/manager request. Provided training, peer feedback, and mentorship.

Bachelors of Science in Management of Information Technologies