Technical Support professional with expertise in troubleshooting and resolving system issues. Proven ability to identify and solve technical issues quickly, efficiently and effectively.
Overview
8
8
years of professional experience
Work History
Field Diag Tools & System Eng
AST2
Rotation, Austin
01.2026 - 07.2026
Executed detailed testing protocols for diagnostic tools, ensuring adherence to quality assurance standards consistently.
Leverage internal debug tools and the command line to interact with test devices
Test AST 2 diagnostics on current and unreleased hardware and software
Use internal bug tracking tools to document, track, and drive issues to a resolution
Contribute to AST2 UI/UX and workflows
Support Program Quality Assurance
Enso
Rotation, AHA
02.2024 - 08.2024
Tested and Evaluated unreleased versions of an AppleCare Program called Enso
Executed test cases with Contact Center recording and evaluation software
Performed exploratory testing
Filed and managed bugs
Writing test cases using a building block methodology
Participated in production validations and change requests
Provided the ability to leverage critical thinking to investigate and isolate issues
Safari Updates and Web Platform QA
Career Experience, San Diego
San Diego
07.2023 - 11.2023
Executed test cases to verify Safari functionality with macOS, iPadOS and iOS
Worked on shipping Safari Updates
Managed software testing, prepped for shipping, maintained shipping cycles, and scheduled/completed the delivery
Worked with System Technology Preview (STP), which is a sneak peek at upcoming technologies in macOS and iOS
Worked on testing down-levels within Safari, tested older software that is up to 2 versions down from the current macOS version
Time management skills, attention to detail, ability to multitask, organize, and prioritize
Apple Pay Quality Engineering - Transit Team
Career Experience, AHA
06.2021 - 11.2021
Worked cross-functionally with various software engineering teams and stakeholders on writing requirements and test plans
Learned software quality testing methodologies
Triaged and debugged difficult problems, driving them to resolution
Created and maintained test cases, but also developed test plans
Executed functional performance tests, evaluated and reported the quality of existing technologies and new features
Assessed risk, filling appropriate defects, and providing relevant data for test reporting
Technical Support Advisor
Apple Inc
AHA
01.2018 - Current
Deliver exceptional technical support by diagnosing and resolving complex customer issues with precision.
Coordinate cross-functional collaborations to enhance service processes, improving overall customer satisfaction significantly.
Lead troubleshooting efforts for technical inquiries, employing critical thinking to achieve timely resolutions.
Execute detailed investigations into recurring issues, contributing to proactive solutions and improved system stability.
Deliver exceptional technical support by diagnosing and resolving complex customer issues with precision.
Education
Bachelor of Science - Computer Information Systems
Texas State University
08.2019
Skills
Troubleshooting
Problem Solving
Work ethic
Manual Testing
Teamwork
Attention to detail
Time Management
Adaptability
Communication
Bug Tracking
Customer Service
Test Planning
Timeline
Field Diag Tools & System Eng
AST2
01.2026 - 07.2026
Support Program Quality Assurance
Enso
02.2024 - 08.2024
Safari Updates and Web Platform QA
Career Experience, San Diego
07.2023 - 11.2023
Apple Pay Quality Engineering - Transit Team
Career Experience, AHA
06.2021 - 11.2021
Technical Support Advisor
Apple Inc
01.2018 - Current
Bachelor of Science - Computer Information Systems
<ul><li>Worked across multiple levels of a complex content ingestion system over a 10-year span</li><li>Improved system performance by streamlining data retrieval and backend operations</li><li>Standardized data ingestion protocols, enhancing accuracy across geographic and topical datasets</li><li>Implemented client-facing dashboard features previously underutilized, making them standard practice</li><li>Integrated third-party tools to overcome content access restrictions and expand curation capabilities</li><li>Applied deep understanding of Google search logic to maximize content quality and relevance</li><li>Analyzed and explained system behavior to internal stakeholders and clients to improve transparency</li><li>Developed training protocols for content moderation and system maintenance, enabling week-long onboarding cycles</li><li>Managed a team of 12 moderators over four years, optimizing workflows to support high-volume data pulls</li><li>Coordinated with operations and account teams to assess client requests, troubleshoot issues, and develop solutions</li><li>Conducted honest, strategic discussions with clients and leadership to align requests with system limitations and business goals</li><li>Maintained detailed process documentation to support organizational memory, training, and accountability</li><li>Completed college-level coursework in survey and process writing; applied principles to workplace efficiencies</li><li>Self-taught in multiple platforms including sound and video editing software, media production software</li><li>Proficient in Microsoft Office Suite, Google Workspace, and a range of productivity and curation tools</li></ul> at Futuri Media<ul><li>Worked across multiple levels of a complex content ingestion system over a 10-year span</li><li>Improved system performance by streamlining data retrieval and backend operations</li><li>Standardized data ingestion protocols, enhancing accuracy across geographic and topical datasets</li><li>Implemented client-facing dashboard features previously underutilized, making them standard practice</li><li>Integrated third-party tools to overcome content access restrictions and expand curation capabilities</li><li>Applied deep understanding of Google search logic to maximize content quality and relevance</li><li>Analyzed and explained system behavior to internal stakeholders and clients to improve transparency</li><li>Developed training protocols for content moderation and system maintenance, enabling week-long onboarding cycles</li><li>Managed a team of 12 moderators over four years, optimizing workflows to support high-volume data pulls</li><li>Coordinated with operations and account teams to assess client requests, troubleshoot issues, and develop solutions</li><li>Conducted honest, strategic discussions with clients and leadership to align requests with system limitations and business goals</li><li>Maintained detailed process documentation to support organizational memory, training, and accountability</li><li>Completed college-level coursework in survey and process writing; applied principles to workplace efficiencies</li><li>Self-taught in multiple platforms including sound and video editing software, media production software</li><li>Proficient in Microsoft Office Suite, Google Workspace, and a range of productivity and curation tools</li></ul> at Futuri Media
Designed, coded, tested, debugged, and migrated components of a Front-End application, using the following ISPF Dialog Manager Tools: Panels, Messages, Tables and Skeletons, along with REXX Execs, which facilitated Subject Matter Expert’s (SME’s) identification and extraction of Endevor elements, to prepare for transfer to a LINUX-based system named, “Informatica”. SMEs used Informatica to prepare the downloaded element’s flows to identify technical debt, so that the Agency could migrate away from, what it considered, Legacy development languages. This was due to the shrinking pool of expertise and availability of Legacy Language talent pool.Supplied support to many other mainframe developers, via a tool called Workbench from Allen Systems Group (ASG).The tool was a Data Resource Management System (DRMS) Facility, which provided a repository for and management of COBOL, HLASM, and CICS development metadata. Also managed by the tool were various other elements, such as user access, and Dynamic Table Access Management (DTAMS).Using JCL, REXX, Endevor, TADz, Workbench, and CyberFusion on the mainframe and UltraEdit, MS Access and Excel on the Network, developed a very extensive and complex spreadsheet, for a Tech 14 to evaluate and ultimately present to the Associate Commissioner and other higher-level SSA management. The spreadsheet was a depiction of the overall scope and effort that needed to transition from Workbench (SSA no longer received support for the product), and it aided the Tech 14 in his future presentation.Coding, testing, debugging, and migrating programs (HLASM/COBOL/CICS/Db2/IMS), routines, copybooks, and macros, in support of multiple applications across the Agency.Created and maintained numerous ISPF REXX and CLIST scripts.Created and updated Standard Operating Procedures (SOP) and User manuals, using M365 Tools, including VISIO Pro.Created and supported many MS Access and Db2 SQL scripts, to access and update related databases and tables.Involved in the testing of zOS Multi-Factor Authentication (zMFA), which supplanted Single Sign-On (SSO) at the Agency. zMFA provides multiple levels of authentication and thus, greater levels of security.Participated in Daily Stand-ups/Weekly/and Monthly and other Agile-Related meetings on multiple Teams.Maintained Team SharePoint sites (pages) which later were ported to Confluence. at Leidos, Inc., for Social Security AdministrationDesigned, coded, tested, debugged, and migrated components of a Front-End application, using the following ISPF Dialog Manager Tools: Panels, Messages, Tables and Skeletons, along with REXX Execs, which facilitated Subject Matter Expert’s (SME’s) identification and extraction of Endevor elements, to prepare for transfer to a LINUX-based system named, “Informatica”. SMEs used Informatica to prepare the downloaded element’s flows to identify technical debt, so that the Agency could migrate away from, what it considered, Legacy development languages. This was due to the shrinking pool of expertise and availability of Legacy Language talent pool.Supplied support to many other mainframe developers, via a tool called Workbench from Allen Systems Group (ASG).The tool was a Data Resource Management System (DRMS) Facility, which provided a repository for and management of COBOL, HLASM, and CICS development metadata. Also managed by the tool were various other elements, such as user access, and Dynamic Table Access Management (DTAMS).Using JCL, REXX, Endevor, TADz, Workbench, and CyberFusion on the mainframe and UltraEdit, MS Access and Excel on the Network, developed a very extensive and complex spreadsheet, for a Tech 14 to evaluate and ultimately present to the Associate Commissioner and other higher-level SSA management. The spreadsheet was a depiction of the overall scope and effort that needed to transition from Workbench (SSA no longer received support for the product), and it aided the Tech 14 in his future presentation.Coding, testing, debugging, and migrating programs (HLASM/COBOL/CICS/Db2/IMS), routines, copybooks, and macros, in support of multiple applications across the Agency.Created and maintained numerous ISPF REXX and CLIST scripts.Created and updated Standard Operating Procedures (SOP) and User manuals, using M365 Tools, including VISIO Pro.Created and supported many MS Access and Db2 SQL scripts, to access and update related databases and tables.Involved in the testing of zOS Multi-Factor Authentication (zMFA), which supplanted Single Sign-On (SSO) at the Agency. zMFA provides multiple levels of authentication and thus, greater levels of security.Participated in Daily Stand-ups/Weekly/and Monthly and other Agile-Related meetings on multiple Teams.Maintained Team SharePoint sites (pages) which later were ported to Confluence. at Leidos, Inc., for Social Security Administration