CLIVENS ADE
Brooklyn,USA
Summary
IT support specialist with a creative background in photography, and expertise in Apple technology. Creates smooth, supportive experiences by listening carefully, asking insightful questions, and delivering personalized solutions. Known for translating challenging technical issues into clear, actionable steps, while educating customers throughout the process. Mentors new team members, and actively contributes to improving internal tools and workflows. Brings a calm, patient, and thoughtful approach to every interaction, helping people leave not just with a working device, but with genuine confidence in using it.
Overview
8
8
years of professional experience
Work History
Apple Technician
Apple Inc.
New York, USA
05.2018 - Current
- Supported over 600 sessions each quarter, and maintained customer satisfaction scores above 90%.
- Tackled and solved sessions regarding hardware and software issues using tools like Apple Service Toolkit (AST 2) and Apple Configurator.
- Mentored new team members through onboarding, shadowing, and reverse-shadowing, using Apple’s Steps of Service, helping them transition into their roles with confidence.
- Delivered results by addressing customer needs through empathetic listening and personalized technical expertise, including support for new product ownership and service strategies.
- Contributed to the team’s success by sharing technical knowledge base articles and introducing new troubleshooting methods, which helped us handle more sessions per hour, reduce wait times, and improve customer satisfaction.
- Recognized opportunities beyond technical support, and facilitated warm handoffs to the Business team, ensuring customers were connected with the appropriate Apple services and solutions.
- Consistently received 'Exceeds Expectations' performance reviews across multiple quarters, reflecting strong customer care, technical expertise, and collaboration.
- Partnered with team leaders to identify recurring repair trends and service issues, providing actionable feedback to improve repair outcomes and customer experience.
Temporary Apple At-Home Advisor IOS & MAC
Apple Inc.
New York, USA
02.2020 - 11.2021
- 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.
- 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.
- Provided customer service codes, and proactively followed up on post-service support to ensure seamless and timely customer satisfaction.
- Fixed tricky issues that helped customers keep their devices instead of replacing them, saving time, money, and frustration.
Education
Bachelor of Arts - Economics
Baruch College
New York, NYSkills
- macOS and iOS troubleshooting
- Multi-channel support (in person, chat, phone)
- Technical mentoring and training
- customer education and clear communication
- Problem-solving under pressure
- Microsoft Office Suite and Adobe Photoshop
- Photography
- Fluent in English, French, and Haitian Creole
Timeline
Temporary Apple At-Home Advisor IOS & MAC
Apple Inc.
02.2020 - 11.2021
Apple Technician
Apple Inc.
05.2018 - Current
Bachelor of Arts - Economics
Baruch College