Oscar Merlin-Cruz
Sacramento,CA
Summary
Performance-oriented professional with hands-on proficiency in providing technical support and outstanding customer service in dynamic work settings. Expert in addressing network challenges, evaluating technical options, and suggesting solutions for improved system results. Adept at managing technical services and support operations to ensure alignment with customer needs. Well-versed in optimizing workflow and minimizing operational expenses through ongoing assessment of system performance. Proven capability in installing equipment, overseeing network/system operations, and maintaining PC equipment and peripheral resources.
Overview
9
9
years of professional experience
Work History
Receiver/Stocker Overnight
Lowe's
02.2024 - Current
- Help provide and deliver the right products to customers by safely unloading merchandise from incoming freight, moving it to sales floor, and stocking departments
- Handle hazardous materials, replace damaged shelving, keep backroom organized, and ensure equipment is charged
- Additionally, I organize merchandise and top stock to set up stores for sales success
- Ensure merchandise is accurately received, stocked, and replenished
- Print and organize paperwork for receiving deliveries, ensuring accurate documentation and efficient workflow
- Utilize Forklift and power equipment to safely unload and handle customer orders, prioritizing timeliness and attention to detail.
- Handled day-to-day shipping and receiving overseeing more than 500 packages per day.
Annotation Specialist
Apple Inc
11.2023 - Current
- Interpret and categorize data to enhance functionality of predictive models and improve experience for both customers and technical specialists
- Transcribe English audio recordings with precision to ensure the accurate and meaningful processing of information
- Played a key role in minimizing advisor workload, optimizing efficiency, and supporting technical specialists in providing personalized support and addressing customer issues through effective management of automating overall customer complaint submission process
- Optimized performance of machine learning programs by accurately and instantly annotating diverse datasets to optimize.
Technical Manager
Apple Inc
08.2022 - 11.2023
- Developed and maintained environment of teamwork and trust by promoting open communication and acknowledging team contributions to enhance overall team performance
- Planned and introduced automated procedures, revamped overall workflows, and introduced new technologies to elevate productivity
- Reviewed and simplified complex technical details for executives and customers to ensure clear understanding and support in informed decision-making
- Maintained documents for inventory, license tracking, and equipment replacement for Apple employees
- Accomplished 95% customer satisfaction rate in two months by providing comprehensive guidance to technical experts in resolving potential issues for the delivery of world-class customer service.
Senior Technical Specialist
Apple Inc
09.2015 - 08.2022
- Assisted customers in resolving potential issues remotely by applying troubleshooting techniques and guiding on diagnostic steps
- Created service tickets for engineering support as per requirement
- Provided intermediate desktop support to clients for Microsoft Operating Systems, Microsoft Office Suite, and enterprise network environments
- Attended weekly team meetings to discuss customer service tickets with engineering team and share reports on service desk ticket completion and customer satisfaction with management
- Received appreciation for delivering top-notch technical support to Apple customers through numerous communication modes, such as phone, chat, and email
- Kept a vigilant eye on service disruptions and customer concerns and ensured accurate resolution and delivery of precise technical insights to both customers and engineers.
Education
Bachelor of Science - Criminal Justice
California State University, Sacramento
Sacramento, CAAssociates In Arts - Social Sciences
Sacramento City College
Sacramento, CAAssociates In Science - Administration of Justice
Sacramento City College
Sacramento, CASkills
- Technical Support Services
- IT Resource Management
- Cross-Functional Communication
- Shipping and receiving
- Data Collection & Maintenance
- Hardware & Software Installation
- IT Project Management
- User Experience Administration
Languages
Spanish
Native or Bilingual
Timeline
Receiver/Stocker Overnight
Lowe's
02.2024 - Current
Annotation Specialist
Apple Inc
11.2023 - Current
Technical Manager
Apple Inc
08.2022 - 11.2023
Senior Technical Specialist
Apple Inc
09.2015 - 08.2022
Bachelor of Science - Criminal Justice
California State University, Sacramento
Associates In Arts - Social Sciences
Sacramento City College
Associates In Science - Administration of Justice
Sacramento City College
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