Adrian Young
Memphis,Tennessee
Summary
I am an analytical professional with strong technical expertise and a keen sense of emotional intelligence, thriving in data-driven environments. I have proven ability to leverage data insights to drive solutions while ensuring a collaborative and supportive team dynamic. I excel in both independent and collaborative work to consistently achieve and surpass goals.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Live Support Specialist
Eskillz
Memphis, TN
08.2018 - 10.2025
- Led a team of technical support specialists, serving as the primary escalation point for complex user issues and diagnosing root causes through methodical testing.
- Authored and maintained the technical documentation for resolution processes, streamlining procedures and reducing resolution time form the team.
- Delivered continuous training to the support team on new LMS features, system updates, and support best practices to ensure high-quality service.
- Provided direct support to clients' learners, resolving technical issues, and handling registration and enrollment questions to improve end-user experiences.
Advanced Technical Support, Call Center Representative
AT&T | USA
Memphis, TN
06.2016 - 08.2018
- Provided top-tier technical phone support for Platinum-level customers, resolving complex issues for iOS, Android, and wearable devices.
- Acted as an interim supervisor, mentoring junior colleagues, managing escalated calls, and guiding decision-making on complex technical situations.
- Investigated and resolved cellular service issues, processing compensation and ensuring customer satisfaction and retention.
AppleCare Advisor
Apple Inc
08.2012 - 07.2015
- Delivered award-winning customer service, consistently exceeding performance metrics for issue resolution and user satisfaction.
- Provided expert-level technical support via phone and chat for a wide range of Apple products, including iOS devices, Apple Watch, and Beats audio.
- Selected for cross-functional pilot programs to test and provide feedback on new support tools and processes, contributing to customer experience improvements.
Education
High School Diploma -
Central High School
Memphis, TN 09.2000 - 05.2004
Skills
- System Implementation & Support:
Expertise in HCM and LMS implementation, configuration, and
technical assistance, including iPhone troubleshooting and system resolution
- Data Analytics & Reporting: Proficient in custom reporting, data analysis, performance evaluation, and requirements
gathering/documentation
- Strategic Planning & Optimization: Skilled in strategic planning, process implementation/optimization, decision making, and proactive problem-solving
- Leadership & Collaboration: Strong team leadership, time management, collaboration, and conflict resolution
abilities
- User Training & Management: Experienced in user training and development, along with robust customer relationship
management (CRM) skills
- Reliability & Communication: Highly reliable, adaptable, and self-motivated professional with effective communication
and active listening abilities
Certification
- Cornerstone Integration Basics Specialist
- Cornerstone Core CSX Specialist
- Cornerstone Learning CSX Expert
- Cornerstone Learning CSX Specialist
- Introduction to Web Development
Timeline
Live Support Specialist
Eskillz
08.2018 - 10.2025
Advanced Technical Support, Call Center Representative
AT&T | USA
06.2016 - 08.2018
AppleCare Advisor
Apple Inc
08.2012 - 07.2015
High School Diploma -
Central High School
09.2000 - 05.2004