Summary
Work History
Education
Skills
Certification
Timeline
AdministrativeAssistant

Nikki Buzash

Sanford,NC

Summary

Tech-savvy professional with over 10 years of experience providing exceptional customer service and technical support in both corporate and educational environments. Expertise in troubleshooting and maintaining hardware and software across macOS, iOS, and Windows systems. Strong analytical, communication, and teamwork skills, with a proven ability to adapt quickly to new environments. Committed to contributing to team success, continuous learning, and professional growth while maintaining a positive and proactive attitude.

Work History

Senior Technical Support Specialist

LONG ISLAND UNIVERSITY
06.2022 - Current
  • Managed a team of 7 Helpdesk technicians, tracking ticket assignments and escalations to enable prompt solutions of technical issues
  • Created a comprehensive troubleshooting guide to support new Helpdesk technicians, and to serve as a reference for common issues and fixes
  • Provided technical support to staff, faculty, and students in-person, via phone and email, and remotely (through SCCM, Zoom), while maintaining accurate and detailed documentation in the Footprints help desk ticketing system
  • Managed hardware and software maintenance on both macOS and Windows systems campus wide
  • Executed faculty offboarding and onboarding, including ensuring software upgrades on university devices and working with the System team to provision appropriate account rights in Active Directory and Microsoft 365
  • Supported AV installation in classrooms and conference rooms to ensure smooth working

Genius Administrator

APPLE INC.
12.2017 - 06.2022
  • Managed day-to-day repair room operations, refining processes to reduce turnaround times and enhance customer service
  • Trained newly hired technicians on technical repair procedures and customer service excellence
  • Oversaw inventory management using SAP system, ensuring accuracy, and minimizing shrinkage
  • Served as a bridge of information between customers and technical staff, clearly explaining repair procedures
  • Collaborated with management to refine repair procedures and improve team efficiency.

Genius (Mac Certified Technician)

APPLE INC.
08.2011 - 12.2017
  • Performed hardware/software repairs for Apple products (iMac, Mac Pro, Mac Mini, Macbook Air, Macbook Pro, Apple Watch, iPhone, and iPad)
  • Kept thorough and accurate documentation of up to 25 in-person customer interactions daily, ensuring clear communication and effective resolutions, resulting in improved customer satisfaction
  • Led onboarding training for new technicians, ensuring consistent service standards
  • Fostered a culture of team engagement and open communication, particularly when providing constructive feedback, to encourage growth and enhance overall team performance
  • Collaborated with Apple engineers on advanced troubleshooting and Early Field Failure Analysis
  • Participated in multiple in store leadership experiences

Education

Associate Degree - Digital Arts And Media

CUNY Queensborough Community College
Bayside

Skills

  • Technical Troubleshooting
  • Problem Resolution
  • Customer Service
  • Hardware and Software Troubleshooting
  • Team Leadership and Training
  • In-depth Understanding of Apple Ecosystem
  • Skilled in Windows 10 and 11 Environments
  • Printer Troubleshooting
  • Proficient in Microsoft Office 365
  • Familiarity with Google Suite Tools
  • Footprint Ticketing System
  • Zoom
  • SCCM
  • Jamf

Certification

  • Apple Certified Mac Technician
  • Apple Certified iOS Technician
  • IOS Service Certification

Timeline

Senior Technical Support Specialist

LONG ISLAND UNIVERSITY
06.2022 - Current

Genius Administrator

APPLE INC.
12.2017 - 06.2022

Genius (Mac Certified Technician)

APPLE INC.
08.2011 - 12.2017

Associate Degree - Digital Arts And Media

CUNY Queensborough Community College

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Nikki Buzash