Results-driven and highly skilled technician with experience in hardware and software troubleshooting, system diagnostics, and laboratory operations. Demonstrated expertise in managing complex technical repairs, ensuring compliance with stringent quality standards, and optimizing operational workflows. Known for strong problem-solving abilities, effective communication, and a commitment to delivering exceptional customer service. Seeking a challenging role where I can leverage my technical acumen and organizational skills to contribute to a forward-thinking organization.
Hi, I’m
Moses Debrah
Technicial Support Professional
Houston,TX
Summary
Overview
7
years of professional experience
Work History
Apple Inc.
Technical Expert
10.2021 - Current
Job overview
- Performed in-depth diagnostic procedures on a wide range of Apple devices, including iPhones, iPads, and MacBooks, to accurately identify and resolve hardware and software issues
- Contributed significantly to overall company growth by consistently exceeding performance targets in key metrics such as response times, issue resolution rates, and customer satisfaction scores.
- Calibrated and tested repair instruments to ensure all devices adhered to Apple’s quality standards, effectively reducing the need for repeat repairs and enhancing service efficiency
- Maintained comprehensive records of repairs, calibrations, and tests, ensuring documentation met all regulatory and quality standards, which supported seamless audit processes
- Worked collaboratively with cross-functional teams, including customer service and inventory management, to streamline repair workflows and improve overall turnaround times
- Provided mentorship and training to junior technicians, focusing on advanced troubleshooting techniques and adherence to Apple’s repair protocols, which bolstered team performance
- Completed over 6,000+ Genius Bar Technical Appointments and effectively use the “Mobile Genius” system to provide diagnostic execution, troubleshooting procedures, physical repairs, and comprehensive pre & post-repair diagnostics to verify full device functionality
- Assessed workflows and leveraged feedback escalations regularly to identify key points of improvement and best practices for the technical department.
- Presented complex technical information in an accessible manner during meetings with non-technical stakeholders.
- Developed innovative solutions to address client needs, resulting in improved customer satisfaction.
Transcom
Technical Support Advisor
06.2020 - 07.2021
Job overview
- Logged meticulous data entry using “Core” CRM system to accurately log and drive technical support for customers
- Monitored incoming support tickets, calls and chat support to provide immediate solutions by leveraging knowledge based articles, technical expertise and software diagnostics
- Troubleshooted and resolved all technical issues regarding IOS - iPad OS - Mac Devices
- Conveyed expert level soft skills to provide excellent customer service and support while retaining over 90% customer satisfaction rating consistently
- Facilitated iOS & Mac+ Training as a Mentor and assisted the onboarding of new advisors and technicians during their training
- Coordinated appointment scheduling for in store appointments, mail-in repairs, and express replacement servicing for clientele.
- Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
Lougheed Learning Commons
Tech Help Desk Support
09.2017 - 05.2020
Job overview
- Serviced the entire campus maintenance of campus printer stations, imaging units, camera equipment, TV displays, computers, toner replacements etc… Coordinated scheduling and technical troubleshooting across multiple departments, ensuring seamless execution for all virtual distance learning classes via Microsoft Teams & Zoom software
- Assisted patrons technical issues across both Microsoft's Office Suite & Mac OS platforms
- Assisted the campus departments technical transition from traditional hard copy mediums into digitally distributed source files or e-files for efficient distribution of material including but not limited to textbooks, syllabi, brochures etc …
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Demonstrated flexibility in adapting to changing priorities or new procedures within the organization.
Education
State University at PotsdamPotsdam, NY
Bachelor of Arts: Pyschology
05.2020
University Overview
Skills
- Hardware Troubleshooting & Repair
- Software Diagnostics
- Soft Skills / Customer Service Oriented
- Document Management
- Cross-Functional Team Collaboration
- Time Management Abilities
- iOS & MacOS Expertise
- Microsoft Windows and Office
- Training and mentoring
- User Support
Timeline
Technical Expert
Apple Inc.
10.2021 - Current
Technical Support Advisor
Transcom
06.2020 - 07.2021
Tech Help Desk Support
Lougheed Learning Commons
09.2017 - 05.2020
State University at Potsdam
Bachelor of Arts: Pyschology
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