Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jamaal Baucom

Loganville,GA

Summary

Tech-savvy Applecare Advisor bringing 5 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.

Overview

7
7
years of professional experience

Work History

Apple Technical Support Representative

Apple
Remote, GA
11.2020 - Current
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Upsold products and services to increase company revenue 60% beyond targets

Customer Service Agent

Homecraft Gutter Protection
Loganville, GA
01.2016 - 11.2020
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Resolved over 10,000 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.

Education

High School Diploma -

Loganville High School
Loganville, GA
06.2020

Skills

  • Software Evaluation
  • Microsoft Windows and Office
  • Case Support
  • Help Desk Support
  • Customer Accounts Management
  • Tracking and Documentation
  • Troubleshooting Network Issues
  • Diagnostic Tools
  • Analytical and Methodical
  • Defect Analysis and Resolution

Timeline

Apple Technical Support Representative

Apple
11.2020 - Current

Customer Service Agent

Homecraft Gutter Protection
01.2016 - 11.2020

High School Diploma -

Loganville High School

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Jamaal Baucom