Gary Gellizeau
Philadelphia,PA
Summary
Customer Support Specialist with experience delivering high-quality, non-phone support across technical and client-facing environments. Skilled in resolving customer issues through chat and email, documenting interactions, and improving support workflows. Currently pursuing a Bachelor of Science in Cybersecurity and Information Assurance at Western Governors University, with growing knowledge of compliance frameworks including SOC 2 and ISO 27001. Seeking a full-time remote role to contribute to a fast-paced cybersecurity-focused team.
Overview
12
12
years of professional experience
Work History
Product Zone Specialist
Apple Inc.
2021.10 - Current
- Provide customer support and technical troubleshooting for devices, services, and account-related issues
- Deliver solutions through clear, concise communication, ensuring high customer satisfaction
- Diagnose and resolve product, software, and account issues, mirroring SaaS support workflows
- Document customer interactions and solutions, reinforcing accurate record-keeping and support logs
- Mentor team members on customer engagement, problem-solving, and technical navigation
- Manage multiple customer requests simultaneously in a fast-paced environment
Expert Sales Specialist
Allen Edmonds
2021.09 - Current
- Deliver consultative customer support, identifying needs and providing tailored solutions
- Maintain detailed customer records and follow-ups, demonstrating strong organizational and CRM skills
- Build long-term relationships through trust, communication, and responsiveness
- Support store operations and workflow efficiency across team environments
Caregiver / Direct Support Professional
EIHAB Human Services
2014.01 - 2020.01
- Managed confidential records and documentation for multiple individuals, ensuring compliance with privacy standards
- Coordinated with healthcare providers and external agencies, demonstrating cross-functional collaboration
- Tracked and documented daily activities, incidents, and care updates with accuracy
- Developed strong problem-solving, organization, and compliance awareness in regulated environments
Videographer / Editor
“What’s Eating Harlem?”
2014.01 - 2020.01
- Managed digital assets, project timelines, and content delivery workflows
- Collaborated across teams to meet deadlines, demonstrating project coordination and communication skills
Education
Bachelor of Science - Cybersecurity and Information Assurance
Western Governors University
High School Diploma - undefined
Williamsburg High School
Brooklyn, NYSkills
- Customer Support (Email, Chat, Slack-based communication)
- Ticketing Systems & Documentation (CRM, case logging, updates)
- Cybersecurity Fundamentals & Compliance (SOC 2, ISO 27001 – foundational knowledge)
- Technical Troubleshooting (Apple ecosystem, SaaS platforms)
- Issue Triage & Escalation Management
- Data Privacy & Confidential Records Handling
- Cross-functional Collaboration
- Time Management & Multi-Channel Support
Timeline
Product Zone Specialist
Apple Inc.
2021.10 - Current
Expert Sales Specialist
Allen Edmonds
2021.09 - Current
Caregiver / Direct Support Professional
EIHAB Human Services
2014.01 - 2020.01
Videographer / Editor
“What’s Eating Harlem?”
2014.01 - 2020.01
High School Diploma - undefined
Williamsburg High School
Bachelor of Science - Cybersecurity and Information Assurance
Western Governors University
Additional Experience
- Community Involvement: Unity Monthly Meeting; Ujima Peace Center
- Technical Tools: Apple Ecosystem, Microsoft Office, POS Systems, CRM tools