Jakob Brown
Glendale,AZ
Summary
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. Striving to continue to push my limits and understanding in life. I believe that anything is possible only if you out your mind to it. Keep challenging yourself to think better, do better and be better.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Genius
Apple Inc.
12.2020 - Current
- Delivers world class customer service through troubleshooting, services, and business engagement.
- Collaboration within the team to drive set goals, business priorities, and accountability.
- Appling leadership and organization skills to ensure peers are informed about operational changes and new innovative solutions to resolve emerging technical challenges. Results includes a 20% increase in customer satisfaction.
- Ability to demonstrate tech savvy troubleshooting knowledge and skills.
Technical Support Expert
Apple Inc.
01.2019 - 12.2020
- Developed rapport with clients by addressing their needs professionally while adhering to company guidelines.
- Implemented proactive monitoring measures that identified potential issues before they escalated into major incidents.
- Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback on process improvements.
- Exceeded Company goals of 93% Same unit Repair at 95% and better.
- Providing peer to peer feed back and mentoring, ensuring a positive work environment and encouragement for individual self goals.
Technical Specialist:
Apple Inc.
08.2018 - 01.2019
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Ability to multitask between multiple customers and issues in a timely manner.
- IOS certified and a vast knowledge of troubleshooting skills to diagnose and resolve issues with apple products.
Geek Squad
Best Buy, Geek Squad
07.2014 - 08.2018
- Assisted in the development of standard operating procedures to ensure smooth workflow within the team.
- Maintained full accountability for equipment and supplies to meet organizational goals.
- Selected to perform managerial duties above assigned rank in absence of supervisor.
- Maintained high standards of quality control by regularly reviewing work output and providing actionable feedback for continuous improvement.
Education
HTML, CSS, Java Script, Python - Coding
Coding Dojo
Online03.2024
Bachelor of Science - Business Management & Communications
Arizona State University
Tempe, AZ05.2022
Associate of Science -
Maricopa Community Colleges - Paradise Valley Community College
Phoenix, AZ05.2019
Skills
- Client Relationship Building
- Software Installation
- Detailed Oriented
- Hardware Repair
- Organization
- Results-Driven
- Manages Complexity
- Interpersonal Savvy
- Action-Oriented
- Leadership
- Collaboration
Certification
Apple Mac, iPhone, MDM and Network certified by apple
Timeline
Genius
Apple Inc.
12.2020 - Current
Technical Support Expert
Apple Inc.
01.2019 - 12.2020
Technical Specialist:
Apple Inc.
08.2018 - 01.2019
Geek Squad
Best Buy, Geek Squad
07.2014 - 08.2018
HTML, CSS, Java Script, Python - Coding
Coding Dojo
Bachelor of Science - Business Management & Communications
Arizona State University
Associate of Science -
Maricopa Community Colleges - Paradise Valley Community College