Kaitlyn Clark
Columbus,OH
Summary
Highly adaptable technical support professional with a passion for end user support, efficiency, and innovation. Proven track record of adjusting systems and creating solutions to improve company metrics. Attention to detail to identify potential widespread issues early. Experienced in managing projects such as technician onboarding overhaul, building JAMF foundation for large-scale environment, and Apple's crash detection research team. Successful in diverse environments through effective collaboration and communication.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Technician
Worthington School District
05.2022 - Current
- Contribute to project management activities, coordinating resources and timelines effectively for successful completion of projects.
- Collaborate closely with senior management to align project objectives with district initiatives, ensuring that efforts contributed to overall progress.
- Evaluate vendor products to determine compatibility with existing infrastructure, ensuring seamless integration into current systems.
- Install, configure, test and maintain operating systems, application software, and system management tools.
- Create and assist in the development of technical documentation for better user understanding and ease of use.
- Built the foundation of computer management within the JAMF environment.
- Collaborate with cross-functional teams to develop innovative technical solutions for complex problems.
- Conduct effective communication on emerging issues and outages.
- Diagnose system errors to identify root causes, developing effective strategies for resolving issues promptly for a variety of device.
Genius
Apple Inc
03.2020 - 05.2022
- Mentored junior team members, sharing knowledge and expertise to build a strong, cohesive technical support unit capable of tackling diverse challenges effectively.
- Conducted regular training sessions for staff on emerging technologies and best practices, improving team efficiency.
- Participated in company-wide initiatives aimed at improving overall operational effectiveness.
- Fostered a culture of ongoing learning within the support department by continually seeking out industry best practices.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
Project Support
Apple Inc
07.2021 - 02.2022
- Debugged Python scripts and collection devices under high stakes, high stress test environment.
- Assisted the pilot program as the designated responsible individual in the collection of Apple Watch and iPhone data.
- Gained basic familiarity with shell scripting and shell commands.
- Meticulously examined various sensor data plots to confirm and categorize events and interests.
- Responsible for maintaining company privacy and safeguarding company assets and procedures.
AppleCare Mac+ Advisor
Apple Inc
06.2020 - 08.2020
- Actively participated in ongoing professional development workshops to stay current with industry trends and improve personal skillset.
- Provided remote support to customers, effectively diagnosing and resolving issues without the need for in-person assistance.
Holiday Support Lead
Apple Inc
08.2019 - 01.2020
- Mediated escalated customers through a variety of skills - technical knowledge, empathy, and managing expectations in order to achieve the best possible outcome for the customer and the company.
- Designed training materials to improve the skills and knowledge of the support team, enhancing overall productivity.
- Managed a team of support professionals, fostering teamwork and setting performance goals.
- Conducted regular performance evaluations and provided constructive feedback for continuous improvement among team members.
- Monitored and analyzed support metrics to detect trends, identify gaps, and recommend solutions for improvement.
- Streamlined support processes for increased efficiency and better response times.
Technical Specialist & Expert
Apple Inc
08.2018 - 03.2020
- Innovated and restructured the training protocol for new technical specialists through collaborative work with Leadership and peers.
- Assisted in a new store opening by adhering to strict visual standards.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Completed all repair and maintenance activities promptly and to high quality standards.
Education
Bachelor's of Science in Education - Exercise Science
The Ohio State University
Columbus, OH05-2017
Skills
- JAMF
- Microsoft windows and office
- Workflow optimization
- Attention to detail
- Effective teamwork communication
- Adaptability and flexibility
- Task prioritization
- Training development
- Analytical problem-solving skills
- Strong relationship-building abilities
- Cross-functional collaboration
- Strategic leadership
Certification
- JAMF 100
- JAMF 200
Timeline
Technical Technician
Worthington School District
05.2022 - Current
Project Support
Apple Inc
07.2021 - 02.2022
AppleCare Mac+ Advisor
Apple Inc
06.2020 - 08.2020
Genius
Apple Inc
03.2020 - 05.2022
Holiday Support Lead
Apple Inc
08.2019 - 01.2020
Technical Specialist & Expert
Apple Inc
08.2018 - 03.2020
Bachelor's of Science in Education - Exercise Science
The Ohio State University
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