Summary
Overview
Work History
Education
Skills
Websites
Certification
Affiliations
Timeline
Generic

Shamar Betts

Huntsville,AL

Summary

Dedicated Cyber Security candidate, bringing 5 years of hands-on experience as an IT Helpdesk Specialist, delivering unwavering technical support and a steadfast commitment to exceptional customer service. Currently pursuing a degree in Cybersecurity, my professional journey is underpinned by a resolute aspiration to transition into a dynamic and pivotal role within the Cybersecurity domain. With a proven track record in IT support and strong determination to excel in the cybersecurity field, I am poised to contribute my expertise and passion to a mission of securing critical information systems.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Certified Technical Specialist

Apple
03.2019 - Current
  • Proficiently diagnosed and resolved a wide range of hardware, software, and network-related issues on iPhones, iPads, and Bluetooth devices
  • Successfully trained and mentored new team members in the accurate documentation of iOS, watchOS, and iPadOS software/hardware issues using specialized technical programs
  • Spearheaded the resolution of over 800 iOS device issues during first quarter of 2022
  • Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
  • Reviewed technical documents and collaborated on customized design to achieve process improvement and compliance.
  • Assessed business requirements to create focused solutions by 30%

Operations Specialist

Apple
08.2021 - 11.2021
  • Diligently maintain meticulous records of serialized and non-serialized products, ensuring precision in inflow and outflow of goods within store
  • Assume responsibility for day-to-day operations, both on and off sales floor, to ensure that team members are equipped with necessary resources to provide exemplary customer support
  • Spearheaded a proactive 'Ask All' policy for associates, resulting in a substantial 10% increase in sales revenue through heightened customer engagement.
  • Collected, arranged, and input information into database system.
  • Tracked and analyzed reports to determine needed improvements.

Apple At Home Advisor

Apple
03.2020 - 10.2020
  • Provide worldwide chat support for iOS software and hardware issues on Apple products, ensuring remote clients receive effective help.
  • Join video team meetings to offer feedback on development and customer support, helping improve services.
  • Implemented proactive account security measures to safeguard personal data.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Accomplished multiple tasks within established timeframes with 100% completion rate.

Education

Bachelor of Science in Cyber Security and Information Assurance - Information Technology

Western Governors University
Salt Lake City, UT
11.2023

Bachelor of Fine Arts in Graphic Design -

Jacksonville State University
Jacksonville, AL
01.2015

Skills

  • MacOS
  • Windows 10
  • IDS/IPS
  • Linux
  • Wireshark
  • NMap
  • Shell Script
  • Helpdesk Administration
  • Network Configuration
  • Software Integration

Certification

  • CompTIA Security+, 10/2023
  • CompTIA Network+, 09/2023
  • CompTIA A+, 07/2023
  • ITILv4, 07/2023

Affiliations

Cyber Security Club at Western Governors University

Timeline

Operations Specialist

Apple
08.2021 - 11.2021

Apple At Home Advisor

Apple
03.2020 - 10.2020

Certified Technical Specialist

Apple
03.2019 - Current

Bachelor of Science in Cyber Security and Information Assurance - Information Technology

Western Governors University

Bachelor of Fine Arts in Graphic Design -

Jacksonville State University
Shamar Betts