Maya Myers
Summary
Savvy expert experienced in troubleshooting hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Expert
Apple Southpark
04.2021 - Current
- Coordinated training for Product Zone to impart information about Genius Bar policies, requirements and performance strategies.
- Actively participated in discussions and implementation of ideas to achieve priority metrics, including repair turnaround time, same unit repair, and session duration.
- Mentored team members to enhance professional development with case notes and accountability in workplace.
Technical Specialist
Apple Southpark
02.2020 - 03.2021
- Isolate and diagnosed issues to present all options and the recommended solution.
- Investigated system issues and implemented resolutions to reduce downtime.
- Developed internal best practices, resources and training materials within the knowledge base, Apple Support App and iCloud to support technicians in performance improvement.
Specialist
Apple Downtown Brooklyn
10.2017 - 01.2020
- Evaluated customer needs and feedback to drive product and service solutions such as Business, Apple Pay, iCloud and AppleCare+
- Helped meet changing demands by recommending improvements to business system and procedures.
- Evaluated staff performance through Leaderboard and provided coaching to address inefficiencies and improve knowledge of tools that were available.
Genius Admin Support
Apple Downtown Brooklyn
06.2019 - 12.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and updating status of in-store and Depot repairs.
- Supported RFP by developing and maintaining relationships with customers and to reset expectations when attempted solutions were unsuccessful.
Extended Visuals/ Backstage Support
Apple Downtown Brooklyn
10.2017 - 12.2019
- Taking partnership with the Visuals team to learn how to Image Demo products
- Accomplished multiple tasks within established timeframes such as count of inventory and restoring worn or damaged Demo products.
- Cross-trained existing employees to maximize team agility and performance.
Education
Bachelor of Science - Film And Video Production
Hunter College of The City University of New York
New York, NY05.2026
Skills
- System Administration
- Policy Implementation
- Strategic Planning
- Expectation Setting
- Training and Mentoring
- Project Management
- Customer Support
- Hardware Maintenance
- Technical Troubleshooting
- Time Management
- Performance Management
- Staff Development
Certification
- International Chess Arbiter- August 2019
- Certified iOS Technician (ACiT), Apple - January 2020
- Senior Chess Tournament Director, US Chess Federation- January 2020
- Safesport Training - October 2023
Timeline
Technical Expert
Apple Southpark
04.2021 - Current
Technical Specialist
Apple Southpark
02.2020 - 03.2021
Genius Admin Support
Apple Downtown Brooklyn
06.2019 - 12.2019
Specialist
Apple Downtown Brooklyn
10.2017 - 01.2020
Extended Visuals/ Backstage Support
Apple Downtown Brooklyn
10.2017 - 12.2019
Bachelor of Science - Film And Video Production
Hunter College of The City University of New York
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