Santiago Velez
Cupertino,CA
Overview
5
5
years of professional experience
Work History
Hardware QA Engineer CE
Apple
Cupertino, CA
01.2025 - Current
- Execute test planning, risk assessment, and QA methodologies to evaluate software quality and reliability
- Experienced in using bug tracking and debugging tools equivalent to Jira and Confluence, documenting software defects, tracking resolutions, and collaborating with engineering teams to enhance product quality
- Conduct large-scale case studies to assess software performance while collaborating with cross-functional teams
Senior Technical Support Advisor / Lead
Apple
Raleigh, NC
06.2023 - Current
- Troubleshoot and resolve advanced iOS software and hardware issues using diagnostic tools.
- Collaborate with engineering teams to report and replicate software bugs, contributing to product improvements.
- Supervise and coach technical advisors, ensuring best practices in troubleshooting and issue resolution.
Technical Expert
Apple
Miami, FL
05.2021 - 05.2023
- Performed advanced modular repairs on iOS devices, achieving a 98% same-unit repair rate.
- Diagnosed and resolved complex technical issues, escalating high-priority cases to engineering teams.
Technical Specialist
Apple
Miami, FL
01.2021 - 05.2021
RCC Sales Chat
Apple
Miami, FL
03.2020 - 01.2021
Sales Specialist
Apple
Miami, FL
12.2019 - 03.2020
Education
Associate of Science - Biology
Miami Dade College
Miami, FL05-2019
Skills
- Test planning
- Software testing
- Defect tracking
- Risk assessment
- Cross-functional collaboration
- Technical troubleshooting
Timeline
Hardware QA Engineer CE
Apple
01.2025 - Current
Senior Technical Support Advisor / Lead
Apple
06.2023 - Current
Technical Expert
Apple
05.2021 - 05.2023
Technical Specialist
Apple
01.2021 - 05.2021
RCC Sales Chat
Apple
03.2020 - 01.2021
Sales Specialist
Apple
12.2019 - 03.2020
Associate of Science - Biology
Miami Dade College
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