Robert S. Lane
New Lebanon
Overview
19
19
years of professional experience
Work History
Tier 2 Mac+ At-Home Advisor
Apple, Inc.
Dayton
12.2015 - Current
- Senior advisory position where I supported Apple customers with Mac computers.
- All the duties of a Tier 2 iOS advisor.
- Completed a rotation with Carpe Facto. Assisted with organizing and logging bug reports from Apple customers using Beta software.
- Completed a rotation with Agreement Administration. Assisting customers with issues involving their AppleCare Agreements.
- Due to the high quality of my escalations to Site Support Engineering, was granted the additional title of RTA Champion. This consisted of mentoring others on how to keep their escalation quality high.
Tier 2 iOS At-Home Advisor
Apple, Inc.
Dayton
07.2013 - 12.2015
- Senior advisory position where I continued to support Apple customers with iOS devices, and support Tier 1 advisor.
- Tier 2 duties included all of Tier 1’s duties.
- Received escalations from Tier 1 advisors that had issues they were unable to resolve.
- Collected data for escalation to Apple Site Support Engineers when needed.
- Completed a rotation with Accessibility department. Accessibility supported customers with the software meant to assist those with hearing or visual impairments.
Tier 1 iOS At-Home Advisor
Apple, Inc.
Dayton
08.2012 - 07.2013
- Phone technical support for Apple customers with iOS devices.
- Primary duties involved receiving incoming calls from customers having issues with iOS devices or their Apple accounts.
Geek Squad Counter Intelligence Agent
Best Buy
Miamisburg
10.2011 - 08.2012
- Entry-level Geek Squad member.
- Assisted customers with technical issues with a variety of computers, and devices.
In-Home Television Repair Technician
Electra-Sound Inc.
Sharonville
05.2006 - 06.2011
- Traveled to customer’s homes to diagnose and resolve technical issues with their TVs.
- Traveled to customer’s homes around the Cincinnati, Dayton and Richmond areas.
- Diagnosed technical issues with Plasma and LCD TVs, ordered and installed replacement parts.
Education
A.S. - Electronic Engineering
RETS Tech Center
Centerville, OHSkills
- Excellent communication skills
- Strong technical problem solving aptitude
- Rapid learning in on-the-job situations
- Proficient knowledge in senior level iOS and Mac support
- Exceptional workflow management
- Adaptable to change
- Efficient in multi-tasking
Timeline
Tier 2 Mac+ At-Home Advisor
Apple, Inc.
12.2015 - Current
Tier 2 iOS At-Home Advisor
Apple, Inc.
07.2013 - 12.2015
Tier 1 iOS At-Home Advisor
Apple, Inc.
08.2012 - 07.2013
Geek Squad Counter Intelligence Agent
Best Buy
10.2011 - 08.2012
In-Home Television Repair Technician
Electra-Sound Inc.
05.2006 - 06.2011
A.S. - Electronic Engineering
RETS Tech Center