Summary
Overview
Work History
Education
Skills
Certification
Websites
References
Timeline
Generic

Reinier Ruiz

Hollywood,FL

Summary

Dynamic Senior Support Specialist with a proven track record at Apple, excelling in remote technical support and device diagnostics. Recognized for resolving complex issues and enhancing user experience. Proficient in CRM systems and adept at high-volume call management, ensuring customer satisfaction through effective communication and problem-solving skills.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Support Specialist

Kelly Services
Remote
08.2018 - 07.2021
  • Company Overview: Apple Client Services
  • Delivered Tier 1 and Tier 2 technical support for macOS, iOS, Apple Watches, and accessories via phone and remote access tools.
  • Resolved OS installation errors, system crashes, data recovery, and email/server issues across personal and business devices.
  • Used internal ticketing and CRM system to manage escalations, track device diagnostics, and communicate follow-ups.
  • Handled escalated cases from Tier 1 agents and presented critical data to Apple engineers for unresolved technical bugs.
  • Guided customers through account verification, device linking, OS updates, and remote troubleshooting sessions.
  • Apple Client Services

Personal Vacation Planner

Carnival Cruise Line
Miami, USA
11.2024 - Current
  • Resolved customer issues related to account access, online tools, and system navigation via phone, chat, and email.
  • Maintained CRM logs, service tickets, and escalations to IT when needed.

Senior Personal Cruise Consultant

Norwegian Cruise Lines
Miami, USA
08.2021 - 10.2024
  • Supported clients using digital tools for booking, payments, and account access; resolved technical issues and login problems.
  • Liaised with internal tech teams to report bugs and improve user experience across the mobile and web platforms.
  • Awards: Rookie of the Year (2021), Century Club (2022, 2023)

Customer Service Representative

Tenant Evaluation
Miami, USA
08.2017 - 07.2018
  • Assisted clients with digital file uploads and login access to proprietary systems; verified document compatibility and integrity.
  • Resolved system errors and supported account troubleshooting for real estate agents and tenants.

Education

High School Diploma -

Southwest Miami Senior High School
Miami, FL
01.2013

Skills

  • Remote technical support
  • Apple ecosystem expertise
  • CRM and ticketing systems
  • Remote access solutions
  • Device diagnostics
  • Microsoft 365 proficiency
  • Google Workspace skills
  • Software installation and troubleshooting
  • Password recovery techniques
  • Account setup assistance
  • Device linking strategies
  • Data backup and recovery
  • Client verification processes
  • High-volume call management

Certification

  • CompTIA A+, In Progress, LinkedIn Learning
  • Planning: CompTIA Network+ and Security+

References

References available upon request.

Timeline

Personal Vacation Planner

Carnival Cruise Line
11.2024 - Current

Senior Personal Cruise Consultant

Norwegian Cruise Lines
08.2021 - 10.2024

Senior Support Specialist

Kelly Services
08.2018 - 07.2021

Customer Service Representative

Tenant Evaluation
08.2017 - 07.2018

High School Diploma -

Southwest Miami Senior High School

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Reinier Ruiz