Kirk Johnson

• Recognized and rewarded three consecutive years for top Apple KPIs among Supervisors
• Ranked as high as Top 20 on Apple's Worldwide Leadership board metric reports
• Consistently helped Apple Advisors move their CSATs from low 70% to mid 90%
• Consistently helped Apple Advisors move their AHT from high 30's to 17 minutes or below per call.
• Trained and Supported Apple Team Leads that reported to me. Reviewed reports at a granular level with Apple Team Leads, so they understand their metrics.
• Helped Apple Team Leads develop strategies and tactics to improve their team's metrics and morale.
• On a quarterly basis, 5 of the 7 Apple Team leads that reported to me were consistently in the Top 10 in KPI's company wide.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Conducted routine inspections to check quality and compliance with established specifications.
• Set overall vision and provided team leadership.
• Tracked and prepared quarterly reports to present to leadership.
• Organized contests and established goals to optimize productivity and improve employee morale.
• Evaluated employee performance and coached and trained to improve weak areas.
• Identified individual employee's unique work styles and adapted management methods.
• Achieved results by working with staff to meet established targets.

Senior Technician that provided support for a variety of software and hardware platforms. Including POS systems, Back Office systems and VPN Enterprise systems. Additionally, I functioned as a lead trainer for all entry-level associate technicians.

• Served on the 3rd Level support team for advanced software/hardware technical issues
• Awarded technician of the year for Petroleum Convenience stores
• Trained over 30 associate technicians on a variety of platforms
• Remotely connected with client sites to troubleshoot technical issues
• Supported a variety of POS systems for Table Service and QSR clients
• Supported proprietary Back Office and Enterprise Systems
• Familiar with Sql Server, NT, Apache server
• Installed credit card software modules
• Installed Servers for "Go Live" sites
• Performed Server Swaps for sites that had catastrophic failures