Summary
Overview
Work History
Skills
Timeline
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Solomon Bullitt

Solomon Bullitt

Technician
Richmond,VA

Summary

Results-driven technology professional with 6+ years of experience in product support, project management, and user experience at Apple Inc. Skilled in delivering high-quality customer support, managing cross-functional projects, and driving continuous improvement for Apple products and services. Passionate about technology, innovation, and enhancing the user experience. Known for excellent problem-solving skills, strong leadership, and commitment to fostering an inclusive workplace.

Overview

8
8
years of professional experience

Work History

Genius Bar Technician

Apple
Richmond, Virginia
05.2021 - Current
  • Provided technical support and repairs to customers, consistently maintaining a 4.9/5 customer satisfaction rating.• Trained new Genius Bar team members, helping reduce onboarding time by 25% through streamlined training methods.• Authored troubleshooting guidelines that became part of Apple’s internal support documentation, aiding in faster issue resolution across multiple locations.

Technical Support Advisor (Phone Support WFH)

Apple
Cupertino, California
08.2020 - 08.2021
  • Provided front-line support for Apple customers, specializing in software troubleshooting, iOS and macOS system updates, and user education.• Maintained a first-call resolution rate of over 90%, consistently exceeding department benchmarks.• Conducted customer feedback analysis to identify improvement opportunities, directly contributing to updated support guidelines that enhanced overall team performance.

Technical Support Specialist

Apple
Richmond, Virginia
08.2017 - 03.2020
  • Provided remote support for diverse IT issues, handling customer inquiries on software installation, hardware compatibility, and network connectivity.• Collaborated with development teams to escalate and resolve high-impact customer issues.• Conducted bi-weekly training sessions for new team members, focusing on technical troubleshooting and customer communication skills.

Skills

  • Technical: macOS, iOS, iCloud, device diagnostics, network troubleshooting, data analysis, CRM tools
  • Project Management: Agile methodology, cross-functional collaboration, workflow optimization
  • Soft Skills: Leadership, problem-solving, customer communication, adaptability, mentorship

Timeline

Genius Bar Technician

Apple
05.2021 - Current

Technical Support Advisor (Phone Support WFH)

Apple
08.2020 - 08.2021

Technical Support Specialist

Apple
08.2017 - 03.2020

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