ERIC D MAR
Elk Grove,CA
Summary
Tech-savvy Applecare Advisor bringing 8 years of hands-on experience providing thorough support and product resolution for customers. Systematic and hardworking individual with strong problem-solving and troubleshooting abilities. Skillful in managing call flow, installing software and modifying hardware. Recognized for exceptional, up-to-date knowledge of Apple technology and applications. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
13
13
years of professional experience
Work History
25B Information Technology Specialist
U.S. Army
07.2021 - Current
- Assessed impact of emerging technology and system upgrades on workflow
- Achieved [80]% on all physical fitness evaluations and agility testing over 1 Year
- Taught personnel to mitigate environmental hazards and properly use personal protective equipment such as chem gear for battle scenarios
- Advised 25B on operations, intelligence and risk assessments in daily briefings
- Improved quality processes for increased efficiency and effectiveness
- Completed a Deployment from
- Promoted efficiency among departments with prompt resolution of system issues.
- Researched product and issue resolution tactics to address customer concerns.
- Documented support interactions for future reference.
IT Networking Specialist
25
01.2019 - Current
- Configured switches, routers and other hardware for integration into designed networks.
- Offered troubleshooting of proposed designs, discerning potential weaknesses and suggesting remediation possibilities.
- Designed complex WAN deployments for multi-site installations and new facilities integrations.
- Provided technical support to network engineers maintaining and repairing designed networks following deployments.
- Led development of network intelligence efforts to provide post-deployment tracking of vital performance metrics.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Diagnosed and executed resolution for network and server issues.
- Monitored network hardware operations to evaluate proper configuration.
- Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
- Performed network security design and integration duties.
Senior Customer Service Representative
Apple
02.2015 - Current
- Informed customers of product, price and policy changes to educate on issues and resolve concerns
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member
- Followed up with customers regularly via phone and email
- Completed multiple rotations in different roles such as Chat and Email Support
- Record-keeping skills
- Digital file organization
- Data logging
- Archive management
- Briefly supported our Activation Lock team in dealing with Find My Activation Locks.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Greeted customers and listened closely to problems described to determine solutions.
Customer Service Representative
VOLT
01.2014 - 02.2015
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Educated customers on promotions to enhance sales
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Provided primary customer support to internal and external customers in fast-paced environment
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Collected customer feedback and made process changes to exceed customer satisfaction goals 90%
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services and company information
Customer Service Representative
Teledirect
05.2013 - 01.2014
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Answered up to 100 incoming calls in busy, fast-paced global call center
- Entered customer interaction details to track requests, document problems and record solutions offered
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service
New Life Distribution
06.2010 - 08.2010
- Boosted sales revenue by skillfully promoting diverse product options
- Educated customers on promotions to enhance sales
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Education
No Degree - Computer Science
Cosumnes River College
Sacramento, CA05.2024
Some College (No Degree) - Computer Science
American Public University System
Charles Town, WVHigh School Diploma - Computer Engineering Technology
Monterey Trail High SchoolSome College
Elk Grove, CA06.2011
Skills
- Data Connectivity
- MS Office Proficiency
- Product Selection
- Organizational Skills
- Software Diagnosis
- Apple IOS
- Technical Issues Analysis
- Complaint Resolution
- Troubleshooting and Assistance
- TCP/IP
- Wide Area Networks
- Assisting with Deployments
- Voice and Data Service Migration
- Hardware Upgrades
- Mac Systems
- Microsoft Office Specialist (MOS) Master
- Friendly and Patient
- LAN and WAN Assessment
- User Experience
- User Guidance
- Software Release and Rollout
- Responding to Technical Questions
- Microsoft Windows and Office
- Resolve Technical Problems
- Warranty Requirements
- Troubleshooting Network Issues
- Component Replacements
- Computer System Diagnostics Software
- Case Support
- Technical Support and Assistance
Accomplishments
- Resolved product issue through consumer testing.
- Recipient of individual and departmental awards for providing stellar client service.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Documented and resolved issues which led to results.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
25B Information Technology Specialist
U.S. Army
07.2021 - Current
IT Networking Specialist
25
01.2019 - Current
Senior Customer Service Representative
Apple
02.2015 - Current
Customer Service Representative
VOLT
01.2014 - 02.2015
Customer Service Representative
Teledirect
05.2013 - 01.2014
Customer Service
New Life Distribution
06.2010 - 08.2010
No Degree - Computer Science
Cosumnes River College
Some College (No Degree) - Computer Science
American Public University System
High School Diploma - Computer Engineering Technology
Monterey Trail High SchoolSome College
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