

Outstanding customer service skills
PROFESSIONAL EXPERIENCE
Apple Inc., Ocala, FL 10/2012-6/20014
At Home Technical Support Advisor. Responsible for remotely performing over Chat troubleshooting and support on Macintosh Computers, software, and 3rd party peripherals.
Accomplishments:
Consistently selected to pilot new services
Employee of the Month for leading with innovation
Received annual performance-based bonuses
Verizon Wireless, Albuquerque, NM 11/2006-06/2011
Technical Support Coordinator. Responsible for performing over the telephone troubleshooting and support on simple and smart phones, mobile broadband devices, and VOIP services.
Accomplishments:
Consistently selected to pilot new services/products: Verizon Hub VOIP services; Network Extender, etc.
Employee of the Month
Received annual performance-based bonuses
Carmax Supercenter, Albuquerque, NM 10/2004-11/2006
Inventory Supervisor.Responsible for all aspects of supervision for department that performed final quality control for cars to be sold.Staff of 6-8.
Accomplishments:
Selected for store opening staff
Promoted to supervisor within first month
Rewarded for reaching corporate goals three months running after store opening
Telvista (Outsource Call Center), Dallas, TX 11/2002-07/2004
Mentor. Responsible for hiring/firing/supervising staff, conducting audits, resolving most serious customer issues.
Accomplishments:
Promoted to Mentor (Supervisor) within first year
Initiated and implemented paperless office project
Created incentive program to reach quality goals
EDUCATION
National American University, Information Technology/Network Management, AA Equiv.
List of IT Competencies attached.
References furnished upon request.
IT Competencies
Basic
Intermediate
Advanced
C (All Versions)
Cold Fusion
DNS
MS SQL Server
MS Publisher
MySQL
RPG (all versions)
Rumba
VB (Visual Basic)
VisualC/C++
WordPerfect
Pages
Keynote
Numbers
iMovie
iPhoto
iTunes
Aperture
Final Cut Pro
FaceTime
Acrobat
MS PowerPoint
BREW
MS Word
Blackberry Support
MS/DOS
CD-ROM
Modem
PC Desktop/Workstation
DSL
PDA - Personal Digital Assistant
Hub
MAC OSX (10.6, 10.7, 10.8, and 10.9)
WAP (Wireless Application
Protocol)
MS FrontPage
iOS
iCloud
Apple TV
Ethernet
Firewall
Router
HTML
HTTP
Windows 95/98/Me
MS Exchange Server
Windows Vista
MS FrontPage
Windows XP
MS Office
Windows XP
MS Outlook
Windows 7
MS Access
VPN (Virtual Private
Network)
Cabling
Last Resume Update | June 25, 2014 |
Address | Ocala, Florida |
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Phone Number | ![]() ![]() ![]() |
Resume File | Resume-Tech-revised.docx 22.86 kB |