Johnny Perry
Technical Specialist
Woodbridge,VA
Summary
Dedicated and detail-oriented Technical Support Specialist with over10 years of experience providing high-level technical assistance and troubleshooting for diverse hardware, software, and network-related issues. Proficient in diagnosing and resolving complex technical problems, ensuring minimal downtime and maximum efficiency. Adept at delivering exceptional customer service, with a focus on clear communication, customer education, and personalized solutions. Skilled in collaborating with cross-functional teams to implement technology upgrades and optimize system performance. Passionate about staying up-to-date with emerging technologies and continuously improving technical knowledge to provide top-tier support.
Overview
10
10
years of professional experience
Work History
Technical Expert
Apple Inc.
11.2019 - Current
- Diagnose and resolve issues related to Apple products, including iPhones, iPads, Macs, Apple Watches, and software like iOS, macOS, and iCloud.
- Provide technical assistance and step-by-step solutions to help customers resolve hardware and software issues using Apple's Knowledge base guide.
- Researched and integrated new technologies to improve troubleshooting capabilities.
- Stay up-to-date with the latest Apple products, software updates, and industry trend using Apple's resourse.
- Work closely with the Genius Bar, technical teams, and store leadership to ensure smooth customer interactions.
- Educate customers on best practices for using Apple devices, software, and accessories.
- Document and report recurring technical issues or customer concerns into Repair Central to help improve Apple products and services.
- Provide feedback to Apple's IST team to improve product functionality or customer experience.
- Assist other Apple team members with technical guidance when needed.
- Serviced over 320+ reservations a month using Apple's Concierge app to facilitate faster problem identification and resolution.
- Maintain Apple’s high standards of customer service by using apple steps of service to make sure every interaction is positive, informative, and helpful
- Prepared and imaged new Apple computers and mobile devices according to internal policies.
- Understand customer needs and recommend appropriate Apple products or accessories that best meet their requirements.
- Conduct Apple training sessions or workshops to help customers maximize their Apple product experience.
Consultation Agent
Geek Squad - Best Buy
09.2014 - 10.2019
- Diagnose and repair hardware and software issues on a wide variety of electronics, including computers, tablets, smartphones, and home appliances.
- Perform repairs on-site, such as replacing hardware components (hard drives, screens, etc.) and troubleshooting software problems (operating systems, malware, etc.).
- Document repair processes and maintain detailed records of each service performed.
- Maintain certifications and knowledge in a wide range of technologies, including operating systems (Windows, macOS), mobile platforms (iOS, Android), and networking equipment.
- Responded to 280+ clients a month on inquiries and provided technical assistance over phone and in person using company check in system.
- Ensure accurate logging of customer issues and solutions to help identify patterns in recurring technical problems.
- Collaborate with other Geek Squad team members, such as Consultation Agents and Double Agents, to ensure efficient service and problem resolution.
- Track parts usage, repair time, and overall performance metrics to ensure smooth service operations.
Education
Associate of Applied Arts - Liberal Arts And General Studies
Northern Virginia Community College
Annandale, VA 08.2012 - 5 2016
Skills
- Technical support knowledge
Hardware and software installations
User training expertise
Helpdesk support
Customer service expert
Mac systems
Application support
Multitasking Abilities
Planning and Coordination
Technical documents comprehension
Technical issues analysis
Staff education and training
Languages
American Sign language
Timeline
Technical Expert
Apple Inc.
11.2019 - Current
Consultation Agent
Geek Squad - Best Buy
09.2014 - 10.2019
Associate of Applied Arts - Liberal Arts And General Studies
Northern Virginia Community College
08.2012 - 5 2016