Summary
Overview
Work History
Education
Skills
Timeline
Generic

CLIVENS ADE

Brooklyn

Summary

As an Apple technician, I focus on getting things done efficiently and effectively. I’m skilled in hardware and software troubleshooting for Mac, iPad, iPhone, Apple Watch, AirPods, and others, which helps me quickly solve technical issues. I’m also a strong communicator and problem-solver, able to break down complex tech concepts or issues so anyone can understand, no matter their level of expertise.

Overview

7
7
years of professional experience

Work History

Apple Technician

Apple Inc.
New York
06.2018 - Current
  • Supported over 600 sessions each quarter, and maintained customer satisfaction scores above 90%.
  • Tackled and solved complex hardware and software issues using tools like Apple Service Toolkit (AST 2), Apple Configurator, Network Utility, and Terminal. Mac troubleshooting, including disk utility repairs, PRAM/NVRAM resets, network connectivity issues, and system reinstallation procedures.
  • Mentored new team members through onboarding, shadowing, and reverse-shadowing, using Apple’s Steps of Service, helping them transition into their roles with confidence.
  • Consistently delivered results by addressing customer needs through empathetic listening and personalized technical expertise, including support for new product ownership and service strategies.
  • Partnered with engineering teams to identify and escalate early-stage defects in new product releases through Apple’s Early Field Failure Analysis (EFFA) program.
  • Shared technical knowledge base articles, and developed new troubleshooting procedures to help empower the team in resolving difficult sessions with confidence.

Apple At-Home Advisor & AppleCare Advisor (iOS & Mac Tier 1 & 2)

Apple Inc.
New York
03.2020 - 12.2021
  • Supported over 1,500 customer interactions per quarter, specializing in macOS troubleshooting, iOS system recovery, and hardware diagnostics.
  • Performed hardware diagnostics using Apple Hardware Test, Apple Diagnostics, and third-party diagnostic tools.
  • Resolved Tier 2 escalations involving kernel panics, boot failures, printer driver reinstallation, malware removal, system recovery, application compatibility issues, and hardware component failures.
  • Coordinated with local Apple stores for inventory management and repair scheduling.
  • Provided technical guidance to colleagues on challenging cases involving multiple Apple devices, and system integrations.
  • Processed warranty claims, repair authorizations, and coordinated post-service technical support activities.

Education

Bachelor of Arts - Economics

Baruch College
New York, NY

Skills

  • MacOS and iOS systems
  • Device management and support
  • Technical mentoring and training
  • Problem solving
  • Network diagnostics and troubleshooting
  • Hardware diagnostics
  • Customer service
  • Adobe Photoshop
  • Microsoft Office Suite
  • Languages: English, French, and Creole
  • Self-directed and collaborative

Timeline

Apple At-Home Advisor & AppleCare Advisor (iOS & Mac Tier 1 & 2)

Apple Inc.
03.2020 - 12.2021

Apple Technician

Apple Inc.
06.2018 - Current

Bachelor of Arts - Economics

Baruch College

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