Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Javier Anthony Paniagua

Fate

Summary

Highly skilled and customer-focused technical professional with extensive expertise in troubleshooting, optimizing workflows, and creating a culture of excellence through constructive feedback and recognition. Proven ability to deliver exceptional customer service, resolve complex technical issues, and maintain accurate documentation for future references. Adept at mentoring team members, fostering inclusive environments, and driving customer satisfaction through empathy, technical knowledge, and effective communication. Passionate about staying up-to-date with the latest technological trends and service repair processes to provide best-in-class support.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Product Expert

Apple Knox Street
01.2022 - Current


  • Educating customers on Apple product features like Apple Intelligence, services, and repair options like Express Replacement through AppleCare+, resulting in an increase in customer retention and product adoption.
  • Mentoring team members on troubleshooting techniques in internal tools like force-closing POS devices, repair processes, and customer service best practices like role-modeling how to engage with multiple customers, enhancing overall team performance.
  • Delivering empathetic & personalized support to customers by using a curious approach to uncovering interests & passions, ensuring a positive & inclusive experience for all.
  • Boosted sales growth by proactively identifying opportunities for upselling and cross-selling within existing accounts.
  • Enhanced product usability by identifying and addressing customer needs through extensive research and analysis.
  • Led a team of junior Product Experts, mentoring them on best practices for successful product management and career growth.

Technical Specialist

Apple Knox Street
01.2018 - 01.2022
  • Provided technical support & troubleshooting for Apple devices, resulting in 90% issue resolutions within the first interaction.
  • Created accurate & detailed documentation surrounding customer device issues and referenced previous customer interactions for an improved understanding of the potential root causes for the customer issue.
  • Maintained up-to-date knowledge of Apple products, services, and repair procedures to deliver accurate and efficient support.
  • Demonstrated exceptional interpersonal skills by tailoring communication to diverse customer needs and technical skill levels.
  • Supported sales teams by educating customers on Apple’s ecosystem, leading to an increase in accessory sales and Today at Apple session sign-ups.

Club Supervisor

Levy Restaurants at American Airlines Center
09.2017 - 06.2018
  • Enhanced customer satisfaction by providing exceptional service and promptly addressing concerns.
  • Evaluated employee performance regularly, providing constructive feedback for improvement when necessary.
  • Developed strong rapport with members, fostering a sense of community within the club.
  • Boosted member retention rates through personalized outreach efforts and tailored membership packages.
  • Managed financial aspects of the club, including budgeting, expense tracking, and reporting to stakeholders.

Education

B. S. - Network Administration and Security

Western Governors University
03-2027

Skills

  • Experienced with multiple operating systems: macOS, iOS, Windows, and Linux
  • Adept at structuring troubleshooting steps based on the OSI model
  • Experienced with Microsoft Office applications
  • Strong understanding of networking, data recovery, and software troubleshooting

Certification

  • CompTIA A+ Training - November 2025
  • Google IT Fundamentals Training - July 2025

Timeline

Product Expert

Apple Knox Street
01.2022 - Current

Technical Specialist

Apple Knox Street
01.2018 - 01.2022

Club Supervisor

Levy Restaurants at American Airlines Center
09.2017 - 06.2018

B. S. - Network Administration and Security

Western Governors University

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