Christel Berg

- The main support contact for Executive systems, including Windows, Mac, and iOS devices. Set up, proactively maintain and configure all devices.
- Provide superior white-glove support to the Executive team requests via phone, email, remote access, or in-person as needed.
- Support internal Levi's staff at the San Francisco Office for walkup, desk side, and remote support. Also connect with remote employees for troubleshooting and device procurement and shipping.
- Analyze and troubleshoot IT issues and collaborate across IT to escalate and follow-up on complex issues that may not be handled locally on both Mac and Windows systems.

- Resolve onsite and remote issues with Mac Hardware and Software for employees, using tools such as Webex and Apple Remote Desktop.
- Prepare, monitor, and extract physical copies of server assets and ensure secure shipment offsite.
- Procure hardware, software licenses, and ensure consistent VPN access for all remote workers of agency.
- Administration and daily use of several IT programs: Zendesk, Okta, Office365, Adobe, Box, Cisco Spark, Jamf Pro, Code42, Endpoint Protection.

- Edit, create, and execute manual testing on several system applications and system preferences across iOS and macOS platforms and hardware.

- Discover bugs in new and existing features, and file succinct, specific bug reports using the Radar program, and verify once fixes are implemented.

- Collaborate with multi-functional teams to test and ship quality features and updates while avoiding regressions.

- Manually test iOS device restores, updates, and functionality in Mac and Windows environments using iTunes and Finder.
- Run Python scripts and kick off automated test runs for Signoffs and Go Lives of iOS GM and seed releases.
- Gather and share data regarding stress numbers and results from Splunk reports.

- Gain day to day familiarity and proficiency with Radar and many other applications and processes used in the SWE organization.
- Assist watchOS validation team as needed.

- Worked in Apple Retail starting in Sept 2009 in Vancouver, BC.

- Moved to the Palo Alto location in Spring of 2018.

- Promoted four times from Concierge, Product Specialist, Technical Specialist to Mac Genius.

- Triage and repair iPhones, Desktop and Portable Mac computers within a timely manner and verify using post-repair diagnostics.
- As a Technical Advisor, I help train the new technicians through our internal courses and proctor certification exams. I also provide shadowing and real time feedback for practical development.
- Assist AppleCare Mac+ Support calls during the Shelter-in-Place in Spring 2020 with an expedited training schedule and a variety of different applications and tools while working from home.