JONATHAN EVANS
Austin,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
LIVEON PROGRAM MANAGER
APPLE
01.2022 - Current
- LiveOn - Internal User Studies utilizing Prototype/Developer HW/SW used to surface manufacturing issues prior to ramp.
- Create feature specific tasks/surveys for populations to assist various internal orgs such as HW Engineering, Human Interface Design, Product Design, Reliability Eng, etc...
- Facilitate user training, device distribution and support of LiveOn program populations.
- Process structured, semi-structured and unstructured data sets, create Tableau dashboards and host core program meetings with relevant DRIs.
- Report ongoing program progress and results to VPs with mitigation recommendations or insights.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
PRODUCT INSIGHT (CARPE) PM
APPLE
01.2020 - 01.2022
- Create product specific investigations at AppleCare Engineering's direction by determining scope of investigation and data points needed
- Maintain Investigation Guidelines using Gather and ConnectME for CF Advisor and Analysis population
- Process structured, semi-structured and unstructured data sets to asses key takeaways by extracting, interpreting and analyzing key data points
- Create Keynote presentations using data derived from CF investigations to determine call center impact and insights into specific product features
CARPE FACTO ANALYST
APPLE
01.2018 - 01.2020
- Qualitative analysis of CF investigation data using Watson and Core data exports
- Maintained quality control over data by performing NorthStar evaluations on CF advisor population
- Top performer in productivity and quality metrics for 2018 and 2019 NPI periods
- Created procedures for analyzing cases in ECG Pilot Investigation, while adhering to PII guidelines
CARPE FACTO SITE SUPPORT ENG
APPLE
01.2016 - 01.2017
- Responded to all Carpe Facto technical escalations to provide specific troubleshooting guidance with a focus on determining root cause
- Acted as a liaison between SSE and Carpe Facto to ensure CF cases were included in SSE impact and bug reports
CARPE FACTO ADVISOR
APPLE
01.2011 - 01.2016
- Gathered SSE directed investigation data points during customer interactions with strong focus on root cause analysis
Education
No Degree - Computer Science
New Mexico State University
Las Cruces, NMSkills
- Data Tools: Tableau, SQL, Excel, SAP
- Visualization Tools: Keynote, Numbers, Pages, Tableau Dashboards
- Project Tools: Wrike, iTrack (HW Tracking), ConnectMe, Radar (SW Tracking)
- User Studies
- Strategic planning
- Process improvement
- Team leadership and direction
- Decision-making
- Project coordination
- MS office applications
- Policy and procedure improvements
- Data collection & research
- Data analysis
Timeline
LIVEON PROGRAM MANAGER
APPLE
01.2022 - Current
PRODUCT INSIGHT (CARPE) PM
APPLE
01.2020 - 01.2022
CARPE FACTO ANALYST
APPLE
01.2018 - 01.2020
CARPE FACTO SITE SUPPORT ENG
APPLE
01.2016 - 01.2017
CARPE FACTO ADVISOR
APPLE
01.2011 - 01.2016
No Degree - Computer Science
New Mexico State University