- Tech enthusiast passionate about exploring the latest advancements and innovations
- Enjoys hands-on work and problem-solving through repair and maintenance tasks
- Avid reader - 25 books per year!
Erik Summers
Brooklyn,NY
Overview
13
13
years of professional experience
1
1
Certificate
Work History
Technical Expert
Apple, Inc.
12.2022 - 11.2025
- Facilitated multi-week new-to-role training for 13 Technical Specialists, focusing on handling difficult customer interactions and providing weekly check-ins to drive session target results
- Initiated onboarding cadence and training tools used for Genius Admin, Technical Specialist, Lead Genius and over 20 seasonal Product Zone specialists
- Led a team of cross-department experts to introduce eSim transfer workflow to the greater store
- Collaborated with IS&T to resolve a major In-Store Use device issue, streamlining customer iOS updates and initiating process of upgrading floater computers at the Genius Bar
- Led store-wide training initiatives, including leading interactive demos on Apple Intelligence features and supporting the rollout of new independent training systems
- Coordinated training schedules and ensured training material quality to bring store Apple Intelligence demo completion to 87%; top 6 in Market Team 21
- Partnered with corporate partners to resolve persistent repair issues and drive storewide same-unit repair results; achieved 99% individual SUR for FY24
Technical Specialist
Apple, Inc.
12.2021 - 12.2022
- Developed deep understanding of internal Apple systems to efficiently discover, troubleshoot and resolve hardware and software issues across product lines
- Optimized troubleshooting theory and customer service skills to provide seamless customer experiences and maintain 82 Net Promoter Score and 92 Team Member Score for the year
- Supported weekly Tech Updates with content creation focusing on session notes accuracy and symptom classification at the Genius Bar to streamline session time and customer satisfaction
- Developed mentorship skills with shadowing exercises for technicians in training
- Actively engaged with business customers, finishing Top 2 for business introductions in FY22Q1
Remote Intern
NearMe Politics
08.2021 - 03.2022
- Executed data entry, quality assurance, and polling analysis to maintain the Michigan Democratic Party’s digital infrastructure and inform campaign strategy
- Utilized machine learning tools to enhance the Michigan Democratic Party website, focusing on developing and refining political policy platforms and web content
Product Zone Specialist
Apple, Inc.
09.2021 - 12.2021
Computer Repair Technician
The Mac Ranch Steamboat
02.2013 - 02.2021
- Performed hardware repairs on devices across all Mac product lines; including logic board, display, hard drive and battery replacements; as well as software reinstalls and data recovery
- Provided ownership support to customers looking to purchase a new Mac to suit their needs
- Empowered customers with personalized how-to sessions and assistance setting up new devices
- Assisted in the training of a new technician in Mac repair, troubleshooting, inventory management and store operations
Summary
Savvy expert experienced in troubleshooting device hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, hardware maintenance and technical support procedures. Skilled in identifying and resolving complex technical problems.
Timeline
Technical Expert - Apple, Inc.
12.2022 - 11.2025
Technical Specialist - Apple, Inc.
12.2021 - 12.2022
Product Zone Specialist - Apple, Inc.
09.2021 - 12.2021
Remote Intern - NearMe Politics
08.2021 - 03.2022
Computer Repair Technician - The Mac Ranch Steamboat
02.2013 - 02.2021
New York University - Bachelor of Arts, Political Science and Government
Skills
Leadership
Training and Mentoring
Equipment Repair
Analytic Writing
Troubleshooting
Project Management
Problem Solving
Apple Numbers
Customer Support
Device Servicing
Education
Bachelor of Arts - Political Science and Government
05-2021
- Dean's List 2019-2021
- Marc & Ruti Bell Scholarship Recipient
- Relevant Coursework: American Constitution, Interest Groups & Social Movements
- 3.78 GPA
Certification
- Pursuing Certifications: Microsoft IT Support Specialist, Google IT Support
- Certified iPhone Repair Technician, Apple, Inc. - 2022