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

E-Mail

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