Mekoia Gaston
Atlanta,GA
Summary
Experienced with providing strategic technical guidance and advising on best practices to improve operational efficiency. Utilizes collaborative approach to lead teams and implement effective solutions. Track record of solving complex technical issues and optimizing systems to meet evolving business needs.
Overview
15
15
years of professional experience
Work History
iOS T2 / CPU/ Mentor Technical At-Home Advisor
Apple, Inc.
11.2010 - Current
- Effectively coach new advisors with call handling during mentoring sessions, and RAMP.;
- Handled high volume inbound calls resolving technical issues with iPhone, iPad, iPod, Mac OX, and iTunes Store
- Successfully completed crossover VILT training class for CPU to iOS advisors2013
- Manager Backfill Trained2013
- Very active supporting teams with various troubleshooting techniques and resolutions to technical issues
- Created and delivered several presentations while fulfilling coaching needs and call requirements
Education
Some College (No Degree) -
Esthetician School
Atlanta GAAssociate of Science - Legal Studies
Kaplan University
undefined
ITCAP
01.2008
undefined
Professional Career Development Institute
01.2006
Certification -
Community College of The Air Force
Atlanta, GA01.2003
Frederick Douglass High School
Atlanta GA01.2000
Skills
- Remote support
- Expert problem solving
- Training and mentoring
- Escalation handling
- Security protocols
- Network management
- System administration
- Advanced troubleshooting
- Operating systems
- Incident resolution
- Customer service
- Problem resolution
- Help desk support
MILITARY EXPERIENCE
- United States Air Force Mar2002 – Dec2004
- Supply Journeyman/Asst. Manager
- Ensured serviceability and accountability of over $141 million aircraft parts
- Acted as primary submissions point and resolved customer issues, over the counter and by phone.
- Identified, researched, and resolved physical warehouse and computer balance discrepancies to ensure supply account integrity.
- Air Expeditionary Medal, Kuwait2002
Timeline
iOS T2 / CPU/ Mentor Technical At-Home Advisor
Apple, Inc.
11.2010 - Current
Some College (No Degree) -
Esthetician School
Associate of Science - Legal Studies
Kaplan University
undefined
ITCAP
undefined
Professional Career Development Institute
Certification -
Community College of The Air Force
Frederick Douglass High School