Dommasin Centeno
I.T. Professional
Summary
Customer-oriented Apple certified technician committed to delivering optimal customer service through professionalism and product knowledge. Flexible and perceptive individual with 6 years of experience providing ongoing technical advice and support while driving new device ownership. Expertise in Apple product troubleshooting and integrating multiple Apple devices.
Overview
7
7
years of professional experience
3
3
Certifications
Work History
Volunteer
Vineland Spanish Assembly of God
05.2024 - Current
- Repaired all Multimedia Cables for live streaming and live sound.
- Repaired a sound reinforced room for the acoustic drums.
- Replaced presentation software and facilitated a class to learn about this software.
- Ran as a leader for sound for multiple small events.
- Coordinated with video editors on synchronization efforts for seamless integration of visuals with accompanying audio elements.
Genius
Apple Inc.
07.2022 - 01.2024
- Used internal ticketing systems to manage, track and process actions taken on customer devices, interactions, and product support resolutions.
- Disassembled computers to perform diagnostics and check for repair needs.
- Multi-tasked multiple internal diagnostic systems while providing service and resolving customer issues, questions, comments or concerns.
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Resolved service and technical problems for customers by asking clear and specific questions.
- Analyzed trends to document emerging issues.
- Performed troubleshooting to correct computer hardware and software malfunctions.
Technical Expert
Apple Inc.
10.2018 - 07.2022
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Helped streamline repair processes and update procedures for support action consistency.
- Diagnosed and troubleshot hardware, software and network issues on Apple peripheral devices.
- Completed quality and fraud inspections on cell phones.
- Removed, fixed, and replaced iPhone components such as LCD screens, cameras, and batteries while retaining customer data wherever possible.
Technical Specialist
Apple Inc.
06.2017 - 10.2018
- Trained users on iPads, iPhones, Apple Watches, and Apple's devices.
- Reviewed technical documents and collaborated on customized design to achieve process improvement and compliance.
- Documented risk management issues and outlined mitigation actions.
- Completed troubleshooting and diagnostics on company resources.
- Developed best practices for re-educating users on their devices.
Education
Bachelor of Science - Music Production With Digital Media Minor
University of Valley Forge
Phoenixville, PA 09.2012 - 2016.05
Skills
Action Oriented
Technical Support
Customer Focus
Bilingual between English & Spanish
Leadership / Mentorship
Time Management
Languages
English
Excellent
Spanish
Very Good
Certification
Apple Certified Macintosh Technician
Timeline
Volunteer
Vineland Spanish Assembly of God
05.2024 - Current
Apple Certified Macintosh Technician
07-2023
Apple Certified iOS Technician
07-2023
Genius
Apple Inc.
07.2022 - 01.2024
Technical Expert
Apple Inc.
10.2018 - 07.2022
Technical Specialist
Apple Inc.
06.2017 - 10.2018
Apple Service Fundamentals
06-2017
Bachelor of Science - Music Production With Digital Media Minor
University of Valley Forge
09.2012 - 2016.05