John Vice
Dallas,GA
Summary
Driven by results, I leveraged my expertise in information security and customer support at Apple, Inc., enhancing system performance and streamlining operations. My background includes training teams, improving service delivery by diagnosing technical issues, and implementing solutions that boosted efficiency. My approach combines strong technical skills with a commitment to excellence in user support and mentoring. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. 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.
Overview
43
43
years of professional experience
Work History
Technical Expert
Apple, Inc.
06.2018 - 07.2024
- Monitored system performance to identify potential issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Generated reports to track performance and analyze trends.
- Configured and tested new software and hardware.
- Researched and identified solutions to technical problems.
- Helped streamline repair processes and update procedures for support action consistency.
Technical Specialist
Apple, Inc.
03.2016 - 06.2018
- Completed troubleshooting and diagnostics on company resources.
- Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
- Assessed business requirements to create focused solutions.
- Authored best practices documentation for use in new personnel onboarding processes.
- Improved systems with addition of new features and infrastructure.
Call Center Technician
VOLT/VMC
01.2013 - 03.2016
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Sought ways to improve processes and services provided.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Field Service Technician
Hardaway Networks
01.2011 - 12.2012
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Discussed and recommended service options with customers and explained costs involved.
- Followed safety procedures to avoid injuries in field.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
Imagery Analyst
U.S. Air Force Active Duty
01.1982 - 12.1992
- Developed and assisted with implementation of imagery collection plan.
- Oversaw and executed updates to collection management database.
- Coordinated operation logistics for reconnaissance missions.
- Instructed new military personnel in standard procedures and customs.
- Drafted and developed reports to convey findings from missions.
- Combined remotely-collected and on-site data acquisition to generate unified geographic mapping information.
- Maintained TS SCI/SBI security clearance level for governmental projects and operations.
Education
Bachelor of Science - Imagery Interpretation
CCAF
Various10.1990
Skills
- Customer Support
- Machine Learning
- Virtualization Technologies
- Information Security
- Training and mentoring
- Desktop support
- Hardware maintenance
- Application support
- Help Desk Support
- Customer Service
- Mobile Device Repair
- User Support
Affiliations
- American Legion
- Mensa Member
Mensa Member
Member of MENSA. This is a global organization of genius-level IQs.
Timeline
Technical Expert
Apple, Inc.
06.2018 - 07.2024
Technical Specialist
Apple, Inc.
03.2016 - 06.2018
Call Center Technician
VOLT/VMC
01.2013 - 03.2016
Field Service Technician
Hardaway Networks
01.2011 - 12.2012
Imagery Analyst
U.S. Air Force Active Duty
01.1982 - 12.1992
Bachelor of Science - Imagery Interpretation
CCAF
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