Summary
Overview
Work History
Skills
Accomplishments
Certification
Timeline
Generic

Rio Marshall-Barley

DeLand

Summary

High-performing, goal-oriented professional with an eagerness for tackling daily challenges. Consistently provides excellent technical support in a customer service environment by demonstrating solid troubleshooting and problem-solving capabilities. Utilizes strong empathetic skills to ensure that customers receive the best experience, every time.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Product Support Representative

Dropbox
02.2023 - Current
  • Delivers high-touch White Glove Live Support to Business and Enterprise clients, ensuring a seamless and personalized customer experience.
  • Maintains a consistent 100% Quality Assurance score across all support interactions, demonstrating a commitment to excellence and accuracy.
  • Actively supports in the training of newly onboarded team members by designing and facilitating customized training programs, focusing on internal tools and supported product suites.
  • Promotes a culture of collaboration and cross-functional communication, enhancing team efficiency and knowledge sharing, focusing on internal tools and supported product suites.
  • Promotes a culture of collaboration and cross-functional communication, enhancing team efficiency and knowledge sharing.
  • Supporting as a Subject Matter Expert (SME) in Account Security; currently serving on the Tier 3 Specialized Account Security Team.
  • Supporting as a SME for the internal Payments support channel, providing expert guidance and solutions to Account Managers.

Senior Macintosh Advisor

Apple Inc
01.2021 - 02.2023
  • Provided world-class customer support to consumer and enterprise level users of macOS and iOS products, resulting in 93% of users reporting their technical issues resolved at first touch.
  • Consistently adjusted personal vocabulary to match the end user's level of technical understanding, ensuring that constant and clear communication is occurring.
  • Served as senior mentor to team of 30 individuals, ensuring that everyone has the guidance, resources, and knowledge they need to succeed.
  • Subject Matter Expert (SME) for all things related to Accessibility at Apple. Designed store-specific training to ensure that team members have the tools needed to understand Accessibility features, and can support all levels of end users.
  • Performed complex repairs on all models of Mac and iPhone products efficiently, while ensuring successful issue resolution.

Technical Expert

Apple Inc
01.2019 - 01.2021
  • Diagnosed technical issues and provided expert recommendations to meet end user's support needs.
  • Observed trends and implemented critical changes to on-site iPhone repair process in order to improve efficiency, repair success rate, and overall customer satisfaction.
  • Completed hardware and software repairs on iOS products within short turnaround times with 100% success rates.
  • Supported multiple areas of the business daily- including sales, technical support, administration, and inventory management; ensured that the needs of the business are consistently being met.

At Home Advisor (AHA)

Apple Inc
01.2020 - 12.2020
  • Volunteered to assist customers with over-the-phone technical support for all iOS and Mac products during COVID-19 related shutdowns.
  • Quickly and efficiently adapted to the virtual workforce, ensuring that the quality of user experience never diminished, despite unprecedented circumstances.
  • Assisted with the curation and facilitation of keynotes for weekly store downloads to provide current and up-to-date information on products and repair processes.

Skills

  • Decision Making
  • Verbal and Written Communication
  • Teamwork
  • Critical Thinker
  • Empathy
  • Creativity
  • Peer Relationships
  • Mentoring and Leadership
  • MacOS Proficiency
  • Diagnostics and Troubleshooting
  • Training Development

Accomplishments

CPQ (Configure, Price, Quota) Update

April 2025 - Present

  • I assisted in documenting all known uses of SFDC within Customer Support and how this tool is used by internal agents.
  • I provided real time updates to all Account Managers regarding the upcoming changes and set expectations with changes for Support agents.
  • I am continuing to identify and update resources, documentation, and workflows across Payments, Provisioning, and Support to reflect enhancements in the CPQ process.


Cyber Security Tracking for Phishing Attacks

(January 2025 to Present)

  • I identified and validated a phishing attack trend targeting large Business and Enterprise teams, proactively escalating the issue to key stakeholders.
  • I designed and implemented a tagging system to track affected teams, enabling effective data collection and visibility for Cybersecurity Engineers.
  • This data uncovers emerging threat patterns and informed the development of mitigation strategies.
  • I authored and published comprehensive documentation, macros, and internal communications within Zendesk and internal knowledge bases, ensuring support agents were equipped with up-to-date guidance and response protocols.


Accessibility at Apple

(2019 - 2023)

  • I created and developed store-specific training focused on Apple’s accessibility features to ensure that all Apple users receive an exceptional experience catered to their needs.
  • I facilitated training for team members in partnership with the training leads in order to increase awareness and comfortability with Accessibility features.
  • This training program was so successful that it was then rolled out on a market level, providing Accessibility training to over 1000 Apple employees in the Central Florida area. In time, this training came to provide the foundation for the ‘Today at Apple’ Accessibility sessions.
  • Once the sessions launched officially, I fostered a trusting relationship with local schools to invite students and faculty to attend Apple’s curated ‘Today at Apple’ Accessibility sessions.

Certification

  • Apple Certified Macintosh Technician, 08/01/21, Present
  • Apple Certified iPhone Technician, 07/01/19, Present

Timeline

Product Support Representative

Dropbox
02.2023 - Current

Senior Macintosh Advisor

Apple Inc
01.2021 - 02.2023

At Home Advisor (AHA)

Apple Inc
01.2020 - 12.2020

Technical Expert

Apple Inc
01.2019 - 01.2021

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Rio Marshall-Barley