Junior Delph
Brooklyn,NY
Summary
IT Support Engineer with 7+ years of experience owning technical operations in high-visibility, customer-facing and internal environments. Proven track record of managing large-scale physical and digital systems, leading incident response, and improving resolution efficiency by up to 40%. Experienced in macOS, Windows, Linux fundamentals, networking, device lifecycle management, and cross-functional collaboration. Known for full ownership of systems, fast execution, and measurable operational impact.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Lead Technical Engineer
tm:rw (Smartech USA)
New York, NY
06.2024 - Current
- Scope: 20,000+ sq. ft. U.S. flagship location supporting 300+ global technology brands
- Ownership: Sole technical owner for all in-store systems and employee technology
- Own uptime and performance of all store technology: displays, WiFi networks, POS, CCTV, AV infrastructure, and immersive/VR systems.
- Lead incident response for outages impacting retail operations and experiential activations, restoring service with minimal business disruption.
- Serve as primary technical contact for brand partners, onboarding and troubleshooting proprietary systems in a fast-moving retail-tech environment.
- Collaborate with UK-based engineering teams to support the TM:RW e-commerce platform, resolving functional and content-related issues.
- Manage end-to-end employee device lifecycle (onboarding, provisioning, access control, offboarding).
- Build internal documentation and process standards to improve scalability and reduce repeat incidents.
- Impact: Maintained consistent operational uptime in a high-traffic flagship environment while supporting simultaneous retail, experiential, and e-commerce systems.
Lead Genius
Apple Inc.
New York, NY
08.2022 - 06.2024
- Scale: High-volume enterprise and consumer technical environment
- Ownership: Escalation lead for complex, time-sensitive technical issues
- Delivered multi-channel technical support (in-person, phone, chat) across macOS, Windows, and networked systems.
- Performed structured root cause analysis using log review and environment replication.
- Acted as escalation point for high-impact issues requiring rapid resolution and independent decision-making.
- Authored knowledge base documentation to streamline troubleshooting workflows across the team.
- Results: Reduced average troubleshooting time by 35%
- Increased resolution efficiency by 40%
Technical Expert
Apple Inc.
New York, NY
03.2021 - 08.2022
- Supported escalated macOS, Windows, AV, and video conferencing issues in fast-paced environments.
- Performed hands-on diagnostics and hardware repairs across Mac, iPhone, and iPad product lines.
- Collaborated cross-functionally to meet strict SLA expectations.
Tier 2 At Home Advisor
AppleCare
Remote
08.2020 - 03.2021
- Resolved majority of Tier 2 technical issues without further escalation.
- Conducted root cause analysis and documented long-term fixes for recurring problems.
- Guided customers through device setup, onboarding, and configuration.
Education
Technical Certificate -
Apex Technical Institute
High School Diploma - undefined
Erasmus Hall High School
Skills
- End-to-End IT Ownership (Deskside, Remote, Escalations)
- MacOS, Windows, Linux Fundamentals
- Networking (WiFi, TCP/IP, Integrated Systems)
- Microsoft 365 & Google Workspace Administration
- Incident Response & Root Cause Analysis
- Device Lifecycle & Asset Management
- SaaS Administration & Access Provisioning
- Technical Documentation & Workflow Optimization
- Troubleshooting and resolution
- Remote support
- Wireless networking
- Technical troubleshooting
- Hardware troubleshooting
- Equipment monitoring
- System updates
- Technical support
- Control systems
- Technical consulting
Certification
- Meta iOS Mobile Developer
- Meta Back-End Developer
- Python Programming
- Meta Social Media Marketing
Timeline
Lead Technical Engineer
tm:rw (Smartech USA)
06.2024 - Current
Lead Genius
Apple Inc.
08.2022 - 06.2024
Technical Expert
Apple Inc.
03.2021 - 08.2022
Tier 2 At Home Advisor
AppleCare
08.2020 - 03.2021
High School Diploma - undefined
Erasmus Hall High School
Technical Certificate -
Apex Technical Institute