MacOS & iOS
Jon Molina
Culver City,CA
Summary
Technical operations professional with a background in design workflows, software testing, and development support across Apple Services. Skilled in optimizing processes, managing IT infrastructure, and troubleshooting complex technical issues. Expertise in equipment allocation, workflow improvements, and cross-functional collaboration to enhance efficiency. Strong experience in technical mentorship, customer support, and driving process enhancements for product and partner teams.
Overview
10
10
years of professional experience
Work History
Technical Support Specialist
Apple
05.2022 - Current
- Support a team of 1,500+ product designers, developers, program managers, and engineers across Apple Services (i.e., Apple Music, Apple TV+, Apple Arcade, etc.) by troubleshooting over 900 technical requests per month. Lead workflow optimization initiatives, improving efficiency by 20% and enhancing collaboration tools to streamline daily operations
- Develop and manage a tiered equipment allocation system, ensuring role-specific hardware needs are met while continuously refining internal processes and documentation. Conduct quarterly reviews, optimizing allocations and reducing excess spending by over $500K, achieving 30-40% in cost savings across 10+ teams
- Actively test and evaluate 5-10 new, upcoming, and developing hardware/software projects annually, identifying 20-50 bugs per testing cycle. Provide critical feedback to product teams and collaborate on stability improvements before release to millions of users worldwide
- Liaise between cross-functional teams to escalate critical issues, drive swift resolutions, and support key initiatives across Apple Services and external partners. Successfully reduced resolution time by 20%, improving service efficiency and minimizing disruptions
Technical Expert
Apple
05.2018 - 05.2022
- Delivered hands-on repairs with precision and efficiency, successfully repairing over 50 devices daily while providing expert technical guidance to both customers and team members
- Served as a mentor, fostering team growth by sharing technical insights, best practices, and innovative problem-solving approaches. Mentored 2-4 colleagues quarterly, helping them develop technical and customer support skills
- Educated over 60 customers daily on hardware and software issues, offering tailored solutions to enhance their Apple experience and improve product knowledge
- Identified and implemented process improvements to streamline repair workflows, enhance team collaboration, and optimize service efficiency. Helped spearhead new processes quarterly, driving operational improvements and reducing service times
Technical Specialist
Apple
06.2017 - 05.2018
- Provided expert technical support for Mac and iOS devices, efficiently managing customer interactions and troubleshooting a high volume of technical issues
- Trained customers on Apple products and resources, empowering them with the knowledge to maximize their devices’ potential
- Reviewed technical documentation and collaborated on process enhancements to improve efficiency and maintain compliance with Apple standards
Shift Supervisor
Starbucks
03.2015 - 06.2017
- Managed shift operations by creating efficient employee schedules and delegating tasks to maximize individual strengths and meet business demands
- Fostered a positive, performance-driven culture by recognizing employee achievements and developing future leaders within the team
Education
Associate of Arts - Film & Television
05-2019
High School Diploma -
06.2014
Skills
- Technical Troubleshooting
- MacOS & iOS Expertise
- IT Infrastructure Management
- Hardware & Software Maintenance
- Collaboration & Communication
- Problem Analysis & Resolution
Software
Software Testing & Development Support
IT Infrastructure Management
Adobe Photoshop
Adobe Illustrator
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Interests
- Music & Audio Production
- Graphic Design & Digital Art
- Virtual & Augmented Reality
- App & Software Development
- Mental Health & Well-being
Timeline
Technical Support Specialist - Apple
05.2022 - Current
Technical Expert - Apple
05.2018 - 05.2022
Technical Specialist - Apple
06.2017 - 05.2018
Shift Supervisor - Starbucks
03.2015 - 06.2017
Orange Coast College - Associate of Arts, Film & Television
Foothill High School - High School Diploma,
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