Microsoft
Luis Perez Jr
Lead
Tampa,FL
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Genius Administrator
Apple
Tampa, FL
05.2023 - Current
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
- Developed tutorials and instructional documents to educate customers on available troubleshooting tools.
- Resolved service and technical problems for customers by asking clear and specific questions.
- Utilized diagnostic tools to identify and solve variety of technical issues.
- Managed call flow to respond to technical support needs of customers.
- Multi-tasked systems while providing service and resolving customer issues, questions, comments or concerns.
- Skilled at working independently and collaboratively in a team environment.
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
Lead
Apple
Sarasota, FL
08.2017 - 05.2023
- Reviewed documents and accounts for discrepancies and resolved variances.
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Defined clear targets and objectives and communicated to other team members.
- Launched quality assurance practices for each phase of development
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Developed detailed plans based on broad guidance and direction.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Onboarded new employees with training and new hire documentation.
- Improved safety procedures to create safe working conditions for workers.
- Managed and motivated employees to be productive and engaged in work.
Genius
Apple
Tampa, FL
10.2009 - 08.2018
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Resolved service and technical problems for customers by asking clear and specific questions.
- Developed tutorials and instructional documents to educate customers on available troubleshooting tools.
- Analyzed trends to document emerging issues.
- Multi-tasked while providing service and resolving customer issues, questions, comments or concerns.
- Appropriately document transactions and pertinent interactions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Offered assistance in implementing and developing training programs.
- Helped streamline repair processes and update procedures for support action consistency.
Education
Associate of Arts - Culinary Arts & Management
The Art Institute of New York City
New York, NY 08.2005 - 02.2007
High School Diploma -
Herbert H Lehman High School
Bronx, NY 09.1999 - 06.2002
Skills
Personnel training and development
Inter-department collaboration
Team Building
Process improvement specialist
Technical Support
Customer Relationship Management (CRM)
Proficient in Mac and Microsoft Software
Quality assurance
Active Listening
Organization and Time Management
Teamwork and Collaboration
Software
IOS
Mac OS
Certification
Apple Mobile Certified
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Genius Administrator
Apple
05.2023 - Current
Lead
Apple
08.2017 - 05.2023
Apple Mac Certified
10-2010
Genius
Apple
10.2009 - 08.2018
Apple Mobile Certified
10-2009
Associate of Arts - Culinary Arts & Management
The Art Institute of New York City
08.2005 - 02.2007
High School Diploma -
Herbert H Lehman High School
09.1999 - 06.2002