Dion McGlory
Atlanta,GA
Summary
Business and IT professional with 8 years of experience, passionate about expanding skills and achieving goals. Equipped with proven knowledge in project management, conflict resolution, new business development, and extensive tech expertise.
Overview
5
5
years of professional experience
Work History
Real-Time Operations Analyst
Apple
04.2024 - Current
- Conducted continuous real-time monitoring of critical systems, networks, and applications to detect and resolve issues promptly.
- Analyzed incoming data streams, alerts, and metrics to identify potential bottlenecks, anomalies, and performance trends.
- Responded swiftly to incidents, troubleshooting problems, and implementing appropriate corrective actions to minimize downtime and service disruptions.
- Collaborated with cross-functional teams to prioritize and escalate issues, ensuring effective communication and coordination throughout the incident management process.
- Developed and maintained monitoring tools, dashboards, and automated alerts to proactively identify and address emerging risks or threats.
- Conducted root cause analysis investigations to determine the underlying causes of incidents and implemented preventive measures to mitigate future occurrences.
- Provided timely reports, documentation, and insights on system performance, incident trends, and key performance indicators (KPIs) to support decision-making and drive continuous improvement.
- Collaborated with infrastructure and engineering teams to optimize system performance, capacity, and scalability through proactive monitoring and capacity planning.
- Continuously evaluated and enhanced monitoring processes, tools, and procedures to ensure alignment with industry best practices and evolving business needs.
- Drove adoption and utilization of digital solutions through targeting, customer support, and continuous consultation with customers on functionality and benefit.
- Kept abreast of emerging technologies, trends, and industry developments related to real-time monitoring and support operations, and applied relevant knowledge to enhance team effectiveness and efficiency.
Capture the Flag Specialist
Apple Information Security
01.2023 - 04.2024
- Built and managed Capture the Flag events within Apple’s Information Security Community.
- Responsibly managed administrative tasks; reporting, outcomes of support activities, submission of expense reports, etc.
- Acquired network troubleshooting skills and knowledge of networking (subnetting, TCP/IP, routing).
- Partnered with Account, and Capital teams to identify digital solution leads and develop targeted customer strategy.
- Gained experience in patching known vulnerabilities and locking down permissions within Apple’s network.
- Engaged with prospective customers via video meeting, email, and phone to understand their needs and communicate the value of our digital solutions.
- Partnered with Sales and Marketing to ensure success of regional and virtual market development events, trade shows, and other industry activities.
- Managed teams in Apple’s Security department, driving a 202.67% increase in event performance.
- Managed master timelines and project success across teams, setting and implementing deadlines with limited resources and cross-functional dependencies.
- Created and managed event budgets from conceptualization to post-event reconciliation.
- Communicated effectively, articulating how abstract creative concepts deliver on business goals.
- Demonstrated leadership abilities, developing and managing junior event leads.
Senior Supervisor
Apple
04.2021 - 01.2023
- Increased sales of hardware and services to both business and commercial customers.
- Achieved quarterly and yearly sales and activation goals.
- Guided team members through troubleshooting steps to achieve issue resolution.
- Identified, isolated, and resolved issues related to hardware, software, and analytics across departments.
- Reported and escalated focused issues for both software and hardware malfunctions.
- Preemptively identified solutions to avoid issue reoccurrence by improving processes and acquiring technical skills.
- Mentored and trained new employees to build development and delivery skills.
- Resolved critical issues in a time-sensitive environment using analytical skills.
- Tailored communication styles to accommodate differing audiences during troubleshooting processes.
Mac+ AppleCare Support Specialist
Apple
05.2019 - 04.2021
- Communicated proficiently with clients of diverse backgrounds, identifying and resolving issues.
- Acquired technical troubleshooting skills, researching technical information across multiple tools to provide comprehensive issue resolution.
- Worked independently and self-managed in a fast-paced environment.
Education
Bachelor of Business Administration - Managerial Sciences
Georgia State University
Atlanta, GA12.2019
Skills
Professional Skills:
- Information Security
- Project Management
- Technical Troubleshooting
- Computer Programming
- Computer Networking
- Network Configuration
- Customer Service Management
- Database Management
- Proven Leadership
- Data Analysis
Technical Skills:
- Microsoft Office/Studio
- JavaScript
- Java
- HTML
- Tableau
- SQL
- MySQL
- AWS Cloud
- Python
- R Studio
- Team Viewer
- Apple Suite
Timeline
Real-Time Operations Analyst
Apple
04.2024 - Current
Capture the Flag Specialist
Apple Information Security
01.2023 - 04.2024
Senior Supervisor
Apple
04.2021 - 01.2023
Mac+ AppleCare Support Specialist
Apple
05.2019 - 04.2021
Bachelor of Business Administration - Managerial Sciences
Georgia State University