Marquez Shaw
IT Support Expert
San Francisco,CA
Summary
Technical Expert with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
2
2
years of professional experience
6
6
years of post-secondary education
Work History
Technical Expert
Apple
10.2022 - Current
- Delivered high-quality technical documentation that facilitated better understanding of complex systems among team members.
- Configured and tested Apple devices to ensure seamless integration with team systems. Implemented and verified configuration settings to support team operations and enhance overall system efficiency.
- Enhanced system performance by identifying and resolving complex technical issues, leading to better customer satisfaction ratings of 90% in likelihood to recommend.
Technical Specialist
Apple
9 2021 - 09.2022
- Conducted on average of 50 customer support sessions per week, resolving technical issues and providing product guidance.
- Offered input on technical and platform-related strategic planning initiatives, prioritizing overarching business goals.
- Trained customers on device usage, software applications, and system features, resulting in improved user competence and satisfaction
- Reviewed technical documents and collaborated on customized design to achieve process improvement and compliance.
Education
Bachelor of Science - Business Administration
San Francisco State University
San Francisco, CA 2018 - 2024
Skills
Customer Support
Timeline
Technical Expert
Apple
10.2022 - Current
Bachelor of Science - Business Administration
San Francisco State University
2018 - 2024
Technical Specialist
Apple
9 2021 - 09.2022