Arian Baghizadeh

Key Achievements:

• Streamlined knowledge base content: Revised and consolidated 100-200 high-view articles, resulting in a 25% reduction in search time for support teams and improved information accessibility for end users.
• Enhanced information delivery: Collaborated with support teams to create 5+ video tutorials demonstrating key processes and tools, leading to a 10% increase in first-call resolution rates .
• Championed new initiatives: Planned and developed early access for environmental changes, ensuring a smooth rollout and minimizing disruption for support teams.
• Established efficient workflows: Defined processes and resources for video content creation, facilitating team collaboration and increasing content production by 30%.
• Demonstrated leadership: Served as the point of contact for video content creation inquiries, fostering effective communication and problem-solving within the Support Readiness team.

Skills:

• Knowledge Management | Content Creation | Collaboration | Process Improvement
• Video Production | Technical Documentation | Communication | Teamwork

Technology:

• Google Suite | Slack | JIRA | ServiceNow

Key Achievements:

• Resolved complex technical issues for Slack and Zoom, ensuring uninterrupted workflows for 10,000+ employees, with an average resolution time of 2 hours.
• Empowered Tier 1 teams by authoring 50+ knowledge base articles based on historical incidents, reducing first-call resolution time by 5%.
• Led successful deployments of new Slack and Zoom releases, collaborating with Level 3 and Cyber Security teams to minimize business disruptions.
• Presented impactful data insights monthly to senior leadership, informing strategic decision-making based on service level agreements, customer satisfaction, and key support trends.
• Produced and facilitated engaging training materials, resulting in a 15% increase in Tier 1 team proficiency and improved internal communication workflows.

Responsibilities:

• Served as the escalation point for Level 1 support teams regarding Slack and Zoom.
• Collaborated with Level 3 support teams to diagnose and resolve complex technical issues using ServiceNow.
• Documented critical support interactions in team run books and drafted knowledge base articles for Tier 1 teams.
• Partnered with Level 3 and Cyber Security teams for deploying new tools and mitigating vulnerabilities.
• Compiled and analyzed team data related to service level agreements, customer satisfaction, and support trends.
• Developed and delivered training materials and conducted routine training sessions for various internal teams.

Key Achievements:

• Streamlined user onboarding by 20% through efficient device preparation, permissions assignment, and software deployment according to standardized policies.
• Enhanced user productivity by delivering comprehensive software, hardware, and network training, reducing first-line support inquiries by 15%.
• Built strong expertise in Active Directory Users & Groups and ServiceNow, leveraging automation to improve ticket resolution time by 10%.
• Successfully transitioned employees to MacOS, equipping them with the skills and knowledge to maximize operational efficiency using new platforms.

Responsibilities:

• Provided hands-on deskside support to non-technical internal users, troubleshooting hardware, software, and network issues.
• Configured and prepared new computers and mobile devices with essential software and security settings, ensuring compliance with company policies.
• Created user accounts, assigned system permissions, and facilitated seamless onboarding for new employees.
• Delivered training sessions on various software applications, hardware capabilities, and network protocols,empowering users to work effectively.
• Deepened understanding of Active Directory Users & Groups and ServiceNow to automate tasks, optimize workflows, and enhance support quality.

Key Achievements:

• Aced Apple Certified iOS Technician (ACiT) certification in just 3 days, demonstrating rapid learning and technical aptitude.
• Championed customer satisfaction, averaging 30-35 daily Genius Bar reservations with a consistent Net Promoter Score of 95% or higher. Consistently exceeded expectations by completing appointments in under 15 minutes, showcasing outstanding efficiency and multi-tasking skills.
• Empowered the team, successfully coaching and mentoring 8-10 new Genius Bar Technical Specialists to achieve role proficiency.
• Mastered iPhone repairability, exceeding 500 modular repairs with a perfect 100% on-time completion rate, highlighting exceptional troubleshooting and technical dexterity.

Skills Developed:

• iOS software diagnostics and troubleshooting
• iPhone hardware repair and maintenance
• Customer service and interpersonal communication
• Multitasking and time management
• Team leadership and coaching

Key Achievements:

• Fast-learner: Mastered Apple Service Fundamentals within 1 week, demonstrating rapid knowledge acquisition and technical adaptability.
• Troubleshooting expert: Gained strong expertise in iOS diagnostics and software repair procedures, consistently exceeding requirements for troubleshooting metrics.
• Process optimizer: Developed workflow charts and diagrams, streamlining and enhancing the Genius Bar team's troubleshooting and diagnostics process, reducing customer wait times.
• Efficiency champion: Continuously surpassed expectations on appointment times, issue resolution rates, and daily appointments taken, showcasing exceptional customer service and problem-solving skills.

Key Achievements:

• Team player and leader: Collaborated effectively with the team to drive customer service initiatives, boosting sales performance and exceeding feedback scores.
• Sales champion: Consistently met and surpassed sales goals, setting the bar for effective consultative sales techniques and exceptional customer service.
• Trusted advisor: Mastered the art of building rapport and understanding customer needs, resulting in consistently high sales numbers. Led the sales team during the iPhone X launch, generating a staggering $65,000 in sales in just 11 hours.
• Mentor and role model: Fostered a positive and supportive environment by mentoring new sales specialists on company culture, customer understanding, and successful sales strategies.

Key Achievements:

• Empowered new team members: Successfully trained incoming staff on restaurant practices, culture, and procedures, ensuring seamless integration and top-notch service.
• Operational excellence: Maintained smooth restaurant operations through thorough opening, closing, and shift change procedures, consistently exceeding guest expectations (90%+ positive feedback scores).
• Leadership and team organization: Effectively scheduled and distributed work assignments, optimizing staff performance and meeting operational and customer needs.
• Cross-functional collaboration: Fostered seamless collaboration between kitchen and front-of-house personnel, ensuring efficient food service and a positive dining experience.
• Quality control champion: Monitored staff performance and diligently enforced adherence to policies,procedures, regulations, health codes, and high service standards, upholding the restaurant's brand reputation.

Key Achievements:

• Spearheaded critical infrastructure improvements: Led the implementation of Ready Op: Incident Command System software for Dallas County Homeland Security, streamlining emergency response coordination and enhancing regional preparedness.
• Proactive IT guardian: Regularly reviewed system and network performance, proactively identifying and mitigating potential issues before they disrupted operations, upholding departmental security standards.
• Software optimization champion: Maintained current software licenses and implemented timely application patches, ensuring access to latest features and mitigating vulnerabilities, contributing to a secure and efficient IT environment.