Bill Sherwin
Haleʻiwa
Summary
Technical support and operations leader with extensive experience in managing escalated support and end-user environments. Proven ability to lead teams and coordinate cross-functional projects, enhancing customer satisfaction and operational efficiency. Strong background in technical deployments and staff development across diverse technology ecosystems.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Career Sabbatical
Self Employed
Haleiwa
02.2024 - Current
- Conducted career sabbatical to prioritize personal development and prepare for next professional phase.
- Engaged in continued learning and developed workforce re-entry plan.
- Actively returning to the workforce with renewed focus and enthusiasm.
- Evaluated long-term career goals while maintaining technical proficiency.
Apple Genius / Volunteer Coordinator
Apple
Kahala
01.2017 - 02.2024
- Delivered escalated technical support and repairs for Apple hardware and software, consistently resolving complex escalations while maintaining exceptional customer satisfaction; resolved 1,000+ issues annually with consistently high customer satisfaction.
- Diagnosed and repaired Mac, iPhone, iPad, and ecosystem issues, enhancing customer experience through thousands of interactions annually.
- Facilitated workshops and one-on-one sessions, increasing customer adoption of Apple products.
- Supported deployment, imaging, configuration, and maintenance of end-user devices and technology environments.
- Organized and led 20+ employee volunteers for community projects at Ridgeland and Kahala locations, fostering community engagement.
Apple Genius / Volunteer Coordinator
Apple
Ridgeland
01.2010 - 12.2017
- Delivered escalated technical support and repairs for Apple hardware and software, consistently resolving complex escalations while maintaining exceptional customer satisfaction; resolved 1,000+ issues annually with consistently high customer satisfaction.
- Diagnosed and repaired Mac, iPhone, iPad, and ecosystem issues for thousands of customers annually, enhancing overall user experience.
- Facilitated group workshops and one-on-one sessions to improve customer adoption of Apple products.
- Supported deployment, imaging, configuration, and maintenance of end-user devices, ensuring efficient technology environments.
- Coordinated and led 20+ employee volunteers at Ridgeland and Kahala locations for community projects, fostering team engagement and community impact.
Apple Specialist
Apple
Ridgeland
01.2008 - 12.2010
- Guided customers in selecting Apple technology solutions, delivered engaging product demos, and facilitated workshops to enhance customer understanding.
- Assisted with device setup and troubleshooting, fostering strong customer relationships while enhancing technical proficiency.
- Promoted to Genius in recognition of technical expertise and customer service.
Technical Support Supervisor
Comcast
Jackson
01.2007 - 12.2010
- Supervised IT support team of 20 technical support professionals, providing coaching, QA reviews, and escalated troubleshooting to meet service level goals.
- Coordinated with vendors and IT teams to resolve complex technical issues, enhancing service reliability for phone and internet services.
- Developed and delivered training programs for new hires and Tier II/III agents, improving onboarding effectiveness and knowledge transfer.
DNOC Lead – Tier III
Comcast
Jackson
01.2005 - 12.2007
- Resolved escalations for high-speed data and digital phone issues, ensuring timely customer satisfaction.
- Facilitated departmental briefings, coached Tier III agents, and delivered technical training to enhance team capabilities.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
High-Speed Data Specialist
Time Warner Cable
Jackson
01.2002 - 12.2005
- Delivered advanced troubleshooting and customer service, resolving high-speed data client issues effectively.
- Managed escalations, maintaining service level compliance and client satisfaction.
- Earned Employee of the Year award in 2003 for exemplary performance and contributions.
Operations Analyst
Worldcom Wireless
01.1998 - 12.2002
- Developed and maintained IT systems to ensure billing accuracy and enhance database functionality.
- Analyzed operational data to identify trends and improve processes.
- Collaborated with cross-functional teams to enhance service delivery.
- Managed inventory systems to ensure accurate tracking of assets.
Business Program Resource, PrePaid Operations Analyst, Operations Support Rep
SkyTel Communications
01.1998 - 12.2002
- Developed IT systems to ensure billing accuracy and enhance database functionality.
- Analyzed operational data to identify process improvements and efficiency opportunities.
- Coordinated cross-functional teams to streamline project workflows and enhance collaboration.
- Developed and maintained performance reports to track operational metrics and trends.
Skills
- IT Infrastructure Management
- Deployment
- Patching
- Backups
- Security
- Compliance
- IT Audits
- Hardware/Software Troubleshooting
- Escalation Support
- Vendor Coordination
- Project Management
- Budget Support
- Team Leadership
- Training
- Imaging
- Volunteer Coordination
Awards
- Employee of the Year – Time Warner Cable (2003)
- Katrina Award – Time Warner Cable (2004)
Certification
- ACMT (Apple Certified Mac Technician) Certified - Apple - 2010
Essentials Of Management - Comcast - 2007
Principles of Leadership - Comcast - 2009
Timeline
Career Sabbatical
Self Employed
02.2024 - Current
Apple Genius / Volunteer Coordinator
Apple
01.2017 - 02.2024
Apple Genius / Volunteer Coordinator
Apple
01.2010 - 12.2017
Apple Specialist
Apple
01.2008 - 12.2010
Technical Support Supervisor
Comcast
01.2007 - 12.2010
DNOC Lead – Tier III
Comcast
01.2005 - 12.2007
High-Speed Data Specialist
Time Warner Cable
01.2002 - 12.2005
Operations Analyst
Worldcom Wireless
01.1998 - 12.2002
Business Program Resource, PrePaid Operations Analyst, Operations Support Rep
SkyTel Communications
01.1998 - 12.2002