Raleigh Dickson

Volunteered to assist in various social media efforts for Safe Havens for Pets.

Worked with disadvantaged youth to improve their reading and writing skills through the creative use of technology.

Edited audio and video for a YouTube creator who provided critiques of film as well as social commentary and comic skits.

Worked one-on-one with Syrian refugees to teach them skills and use of various technologies, for example, using iPhones and laptops. Performed follow-up evaluation to determine the effectiveness of the tutorials.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Translated complex technical issues into digestible language for non-technical users.
• Assisted customers with product selection based on stated needs, proposed use and budget.
• Used ticketing systems to manage and process support actions and requests.
• Documented transactions and support interactions in system for future reference and addition to knowledge base.
• Identified potential sales and cross-selling opportunities in course of delivery of support services.

• Documented key details from customers with respect to product use and comprehension for engineering to enhance development of current and future hardware and software products
• Documented Early Field Failure Analysis (EFFA) cases and captured affected products for engineering
• Took ownership of complex technical issues both working with engineering to find solutions as well as personally following up with customers
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Translated complex technical issues into digestible language for non-technical users.
• Assisted customers with product selection based on stated needs, proposed use and budget.
• Used ticketing systems to manage and process support actions and requests.
• Documented transactions and support interactions in system for future reference and addition to knowledge base.
• Conducted in-depth product and issue resolution research to address customer concerns.
• Identified potential sales and cross-selling opportunities in course of delivery of support services.
• Received award for performance at quarterly event (ACEA – AppleCare Excellence Awards) Q2 2006
• Worked up from Customer Director to Tier 1 Desktop, to EDU Technical Support, Tier 2 Support Specialist CPU & iPhone largely through self-study prior to Carpe Facto

• Contracted through Volt to work for AppleCare.
• Routed customer calls to the appropriate departments
• Provide general company policy information to customers
• Sold service and support plans to individuals to ensure the life and care of their personal computers.
• Received bonus for work in sales

• Provided call screening for various talk-radio shows.
• Managed board operations.
• Managed programming and recording for shows.

• Organized displays and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
• Provided positive first impressions to welcome existing, new and potential customers.
• Helped customers locate products and checked store system for merchandise at other sites.
• Answered customer questions regarding sizing, accessories and proper care for merchandise.
• Prepared merchandise for sales floor by pricing or tagging.
• Managed merchandise in the stock room.