Provide day-to-day white glove process and technical support to high touch, high value corporate executives such as the CEO, for internal desktop systems software and hardware, application training, and overall incident ownership and management.
Leverage 3rd party and parent company Information Technology resources when needed to resolve issues.
Update and maintain Service-Now (ITIL) from an administrative level.
Liaise with Enterprise Engineering, Telecom Engineering and Security teams to find the best solutions to end user and back end issues.
Maintain 90%+ SLA for all Incident tickets and following up with other teams to ensure agreements are met.
IT Hardware: Maintain, repair and order equipment to maintain peak organization efficiency.
Troubleshooting 3G-4G, 4G-LTE mobile hotspots, laptop modems
Setup and configure cloud-based​ solutions such as Druva, Box, Dropbox and iCloud
Lead a team of 20 I.T staff in Mountain View, CA and Prague, Czech Republic
Provide first through third level technical and troubleshooting support for internal users on the following: desktop hardware and software, operating systems, application, system access/password, database access, printing and network connectivity issues.
Conceptualized​, managed, set up, and implemented an automatic data backup system for over 300 Apple Mac's using a complex NAS server. This ensures data is safe should there be a corruption of a hard drive, data loss etc. the server itself also has a backup system.
Designed and distributed high quality "How To" guide's and interactive video's for Cisco platforms, Cisco systems, Outlook, Office 365, Time Machine, Adobe suites and more. The guide were distributed and used by over 400 people in 2 different languages and several countries, cutting down I.T Helpdesk traffic by 35%
Hand selected by my leadership team to join the Joint Venture team in Cupertino along with 3 other Apple employees, from an application pool of hundred's across the world
Help to provide a transformational experience throughout the customer journey at the Apple Retail Store
Part of a team that was tasked with redesigning the customer journey the already world-class Genius Bar
Responsible for keen, on point technical knowledge, timely resolutions, and innovative thinking under the pressure of a tight deadline
Offering clever solutions to complex problems
Pioneered and conceptualized a platform of training centered around business, with the aim of creating a team that could offer complete business solutions to Apple business customers that was implemented retail stores world-wide
Pair up with Apple business managers and solution engineers to create viable ownership solutions to customers
Provide insightful advice and friendly, hands-on technical support to Apple customers in need
Pioneered and conceptualized a platform of training centered around business, with the aim of creating a team that could offer complete business solutions to Apple business customers that was implemented across an entire market of several Apple retail stores and counting
Use problem-solving and people skills to assure Genius Bar customers of swift resolutions to their technical problems
Educate team members about products, while independently keeping my own technical know-how up to date
Use motivation and self drive to better myself through a variety of Apple self guided internal training programs
Took a leadership role in mentoring new team members
Worked closely with Apple Business services to create new programs and incentives to further educate our team on Business solutions
Carrying out multiple hardware and software repairs across the Apple eco system. (Mac, iPhone, iPod, iPad) using a variety of creative methods
Identifying opportunities to enhance the customer and employee experience at Apple, and sharing with my team, managers and other markets
