Summary
Overview
Work History
Education
Skills
Websites
Certification
Summary - About Me
Timeline
Generic

Elijah Sneed

Lockhart

Summary

Results-driven professional with extensive experience at Apple Inc., excelling in log analysis and security tools. Proven track record in issue resolution and team leadership, enhancing customer satisfaction and operational efficiency. Skilled in Python scripting and effective communication, contributing to significant improvements in support performance and training outcomes.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Media App Screener

Apple Inc.
Austin
01.2025 - Current
  • Analyze Apple Music logs to identify playback, buffering, and UI-related issues across iOS, macOS, CarPlay, and Apple TV.
  • Triage and resolve 30-50 issues daily (~200/week), escalating critical bugs to engineering teams.
  • Investigate false positives (e.g., auto-cancelled queues, outdated test builds) and report patterns.
  • Supported internal routing logic development to automate issue escalation (e.g., audio issues, test build mismatches).
  • Contributed to media library triage for Siri intents, widget, and migration-related errors.

Graduate Student Teaching Assistant

University of Texas at San Antonio
San Antonio
08.2024 - Current
  • Graded cybersecurity coursework for 176 students, including assignments on audit checklists, NIST IR 7621, and intrusion detection projects.
  • Delivered detailed feedback on principles of cybersecurity, IT governance, and threat mitigation.
  • Evaluated case studies from The Art of Intrusion covering internal attack methodologies.

iOS & macOS Tier 2 Support Advisor

Apple Inc.
Austin
10.2023 - Current
  • Delivered escalated technical support with high resolution accuracy.
  • Followed compliance protocols including VPN use, MFA, and physical workstation security.
  • Documented every interaction, confirmed identity using usernames and Apple ID.
  • Provided coaching and customer education on social engineering and phishing avoidance.

Staff Manager

Domino's
Austin
03.2020 - Current
  • Managed a 15+ person team, improving sales by 25% and customer satisfaction by 20%.
  • Conducted performance evaluations, inventory audits, and workflow optimizations.
  • Maintained 5-star (92/100) store quality rating for the last 6 months of 2024.

IS&T Retail Store Apps Quality Engineer (Rotation)

Apple Inc.
Austin
01.2024 - 07.2024
  • Led three solo QA/security projects for Apple Retail Security:
  • Delivered keynote presentation on secure third-party proxy infrastructure.
  • Created a social engineering attack demo using Flask and a malicious HTML page.
  • Contributed to internal bug triage and SDLC flow documentation.
  • Conducted regression and enhancement testing to validate feature rollouts and business logic.
  • Collaborated across engineering and InfoSec to confirm device access and control compliance.

iOS & macOS Tier 1 Support Advisor

Apple Inc.
Remote
05.2021 - 10.2023
  • Led weekly team syncs, improving collaboration and support performance.
  • Achieved a 94% customer satisfaction score; kept escalation rate below 2%.
  • Ensured customer account security via verification protocols.

Head Trainer

TruFit
San Antonio
08.2018 - 09.2020
  • Oversaw training for 12 trainers and led weekly meetings.
  • Developed training curriculum, reducing onboarding time by 50% and increasing staff retention.
  • Recognized as top sales performer among trainers in 2019.

Education

Bachelor of Business Administration (BBA) - Cybersecurity

University of Texas At San Antonio
San Antonio
12-2023

Skills

  • Log and anomaly analysis (ElasticSearch, Splunk)
  • Burp Suite experience
  • VPS creation and Flask hosting
  • Basic Amazon AWS knowledge
  • Python and Shell scripting
  • SQL database management
  • SDLC and bug lifecycle understanding
  • Security tools: Nessus, Snort, Wireshark, GitHub Enterprise
  • Operating systems: Linux, macOS, iOS
  • Networking fundamentals (TCP/IP)

Certification

  • CISA, Pursuing
  • Google Cybersecurity Professional Certificate
  • Google IT Support Professional Certificate
  • IOS Certified
  • Mac+ Certified

Summary - About Me

Analytical and security-focused professional with a foundation in IT audit principles, risk management, and control testing. Demonstrated experience at Apple conducting issue triage, software quality assurance, and process documentation aligned with NIST and internal audit standards. Proven ability to analyze log data, assess control effectiveness, and identify system vulnerabilities and process gaps. Adept at applying SDLC methodologies, supporting compliance initiatives, and contributing to secure, high-quality system performance. Currently pursuing CISA certification.

Timeline

Media App Screener

Apple Inc.
01.2025 - Current

Graduate Student Teaching Assistant

University of Texas at San Antonio
08.2024 - Current

IS&T Retail Store Apps Quality Engineer (Rotation)

Apple Inc.
01.2024 - 07.2024

iOS & macOS Tier 2 Support Advisor

Apple Inc.
10.2023 - Current

iOS & macOS Tier 1 Support Advisor

Apple Inc.
05.2021 - 10.2023

Staff Manager

Domino's
03.2020 - Current

Head Trainer

TruFit
08.2018 - 09.2020

Bachelor of Business Administration (BBA) - Cybersecurity

University of Texas At San Antonio

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Elijah Sneed