Joe Cubera
Seattle,WA
Summary
Results-driven support engineer with extensive experience in troubleshooting, system diagnostics, and delivering exceptional customer service. Proven ability to collaborate effectively with cross-functional teams to resolve complex technical issues and implement system enhancements. Recognized for adaptability and reliability in fast-paced environments, consistently achieving high levels of customer satisfaction. Proficient in Windows, macOS, product support, software support, and network management, bringing a comprehensive skill set to drive operational excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Service & QA Engineer
Microsoft (via Designit)
01.2023 - 07.2025
- Served as escalation point for worldwide Microsoft Experience Centers for systems administration & deployments, complex systems troubleshooting and performance optimization, while maintaining strict Microsoft SLA guidelines.
- Conducted end-to-end deployments and administration for Microsoft Surface devices, maintaining Windows operating system installs, configuring various software, firmware, and retail applications across numerous global Microsoft product retail environments and other retailers, showcasing Microsoft product offerings.
- Drove innovation in digital retail experiences by overseeing Retail Demo app experiences, digital content management, and seasonal campaign execution, enhancing customer engagement and operational efficiency.
- Owned and maintained the end-to-end deployment lifecycle, from document creation to enterprise-wide rollout, ensuring cross-functional teams were equipped with necessary insights and technical guidance.
- Provided mission-critical support for high-profile product launches & VIP events, including Microsoft Surface, Windows 11, Copilot AI, and Xbox, ensuring zero downtime for live demonstrations and showcase experiences.
Senior Support Engineer (Tier 2)
Apple Inc.
07.2016 - 09.2022
- Delivered advanced Tier-2 technical support for complex customer and internal issues, achieving a 98%+ issue resolution rate and consistently high customer satisfaction, averaging 25-30 cases per day.
- Maintained direct ownership of complex support cases at the senior level to see issues through to resolution and reduce redundant customer interactions.
- Collaborated directly with Apple engineering teams to investigate and resolve emerging product issues, providing root cause analysis that contributed to patches and reduced repeat incidents.
- Performed in-depth device diagnostics and log analysis for mobile and desktop devices to troubleshoot and resolve complex and multi-layered hardware and software problems, ensuring timely case resolution.
- Authored technical articles and knowledge base documents on known issues and best practices, providing resources to thousands of Apple support members of various roles worldwide.
Support Engineer (Tier 1)
Apple Inc.
05.2015 - 07.2016
- Served as the frontline point of contact for Apple customers, troubleshooting a wide range of issues spanning software, hardware, connectivity, and account management, handling an average of 20 customer interactions per day across phone and chat, achieving a first-contact resolution rate of 95%.
- Consistently met and exceeded first-call resolution targets while maintaining excellent customer satisfaction feedback and quality scores.
- Resolved thousands of Apple ID, iCloud security, and data loss issues by diagnosing authentication, synchronization, and access problems to restore account functionality and protect customer data.
Education
Master of Arts - International Affairs & National Security
University of North Georgia
05.2013
Bachelor of Science - Criminal Justice & Forensic Investigation
University of North Georgia
05.2010
Skills
- Customer support
- Application support
- Hardware diagnostics
- Network management
- System administration
- Virtualization technologies
- Remote support
- Quality assurance
- Mac OS operating system
- Hardware support
- Technical documentation
- Ticketing systems
- Windows operating system
Certification
- Jamf Certified Associate – Jamf Pro
- Jamf Certified Associate – Jamf Protect
Timeline
Senior Service & QA Engineer
Microsoft (via Designit)
01.2023 - 07.2025
Senior Support Engineer (Tier 2)
Apple Inc.
07.2016 - 09.2022
Support Engineer (Tier 1)
Apple Inc.
05.2015 - 07.2016
Bachelor of Science - Criminal Justice & Forensic Investigation
University of North Georgia
Master of Arts - International Affairs & National Security
University of North Georgia
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