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Work Background
OptumSenior Technical Specialist
Jul. 2021 - Mar. 2025
CompuComMacintosh Technical Support Analyst
Feb. 2019 - Jun. 2023Bloomfield CT
CompuComTechnical Support Analyst
Feb. 2019 - Jul. 2021Bloomfield, Connecticut
AppleTechnical Support Specialist, Genius Team
Jul. 2015 - Feb. 2019Holyoke MAEnsure the delivery of high quality end user support by supplying comprehensive solutions to diverse hardware and software issues, and serve as resource to clients throughout installation, troubleshooting, and repair processes. Explain technical concepts to diverse base of clientele while serving as trainer, mentor, and coach to peers and junior personnel. ☛ Improved personal customer satisfaction scores for Genius team by 20+ points over six-month period. ☛ Instrumental in successful launch of 5 new products; worked in tandem with technical team throughout rollout
AppleSenior Technical Advisor, Applecare
May. 2012 - Jul. 2015HomeDelivered frontline support to clients in person and via telephone, and provided leadership to team of technical support staff. Assisted clients with the setup and use of computers, cell phones, and tablets, and resolved technical issues and concerns. Trained new staff and made recommendations to senior leadership regarding new products and protocols. ☛ Honored with Apple Care Excellence Award due to outstanding service quality. ☛ Consistently recognized as top performer; received top client scores and achieved 96% issue resolution rate.
Verizon WirelessTechnical Consultant
Jul. 2010 - Jul. 2012Wallingford ctCreated exceptional client experiences for business clients and individuals experiencing technical difficulties with cell phones and other devices. Assessed existing training procedures and worked closely with management team to implement cross-training initiatives. Maintained strict adherence to all governing regulations, standards, and protocols. ☛ Handpicked to lead several training workshops and seminars for Apple products and general troubleshooting. ☛ Appointed to serve on enterprise onboarding team for key business clients due to user support expertise.
Verizon WirelessB2B Coodinator, Continuity Marketing Coordinator
Jun. 2009 - Jul. 2010Wallingford CTSubject matter expert tasked with disseminating technical specifications and user information regarding new products, services, and emerging trends. Fulfilled multiple leadership roles, including technical and customer service team contact, B2B team member, and marketing liaison. Analyzed current programs and recommended strategies to promote growth.
Essential to the success of several initiatives, including outbound calling program and marketing campaigns.
Hertz Rent a CarManager Level 1
Dec. 2004 - Feb. 2009
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