MacOS
THADDEUS DRONSKI
Technology And Merchandising Lead
Chicago,IL
Summary
Talented Technical Support Representative with gift for understanding needs of both internal and external customers. Versed in troubleshooting and technical support on iOS and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Technology and Merchandising Lead
Apple Inc,
Chicago, IL
11.2019 - Current
- Responsible for Apple’s in-store technology and product presentation
- Using my excellent understanding of technical and merchandising principles I engage and influence the wider store team to create an experience like no other for our customers
- Responsible for the setup and maintenance of all in-store technology. This includes over 300 iOS, macOS, tvOS, and watchOS touch points throughout the store
- Track and monitor all store technology issues to resolution
- Drive merchandising initiatives and strategies that ensure the best customer experience
- Support and lead the execution of 12-15 planogram resets a year, ensuring the presentation of product meets Apple’s merchandising principles and that demo device functionality meets Apple’s technology standards
- Collect feedback from store employees on the use and implementation of in store technology and how it impacts their interactions with customers
- Continuously observe the customer experience and partner with external retail leadership to provide strategic input on merchandising strategies
New Store Opening Technology Mentor(Experience)
Apple
Chicago, IL
06.2018 - Current
- As an Interactive Technology Mentor for Apple’s NSO team, I play a critical role in the setup of customer facing technology at new Apple Retail locations
- Lead the store team through the configuration and setup of all customer facing technology at new retail locations
- Participated in 3-5 store opening projects per year
- Partner with all key stakeholders to provide key updates on the configuration and setup process for all front of house technology
- Collaborate with AV vendors to ensure all front of house AV technology (video walls, background music systems) is installed and functioning to Apple’s standard
- Educate store teams on the use and maintenance of the store’s interactive experiences and AV technology
Demo Systems QA Engineer
06.2019 - 11.2019
- In a my experience as Demo Systems QA Engineer I worked with Apple’s demo engineering team to perform
- A on the systems used to configure demo devices used in Apple retail stores
- Performed QA testing on internal over-the-air content configuration tools for demo devices in Apple retail stores
- Used Python to write scripts to automate testing
- Played a critical role in the testing and refinement of a new device configuration tool that is used by retail teams around the world
Specialist
06.2015 - 11.2019
- During my time as a Specialist I built brand loyalty and created owners of Apple products and delivered a customer experience that is unlike any other
- Consistently in the the top ranking for tracked metrics including: AppleCare attach rate, business engagement, and NPS
- Swiftly flexed between support roles to support the current needs of the business
- Used my knowledge of Apple technology, technical expertise, and creativity to meet the needs of my customers
Schedule Planner
01.2017 - 04.2017
- As a Schedule Planner I created the weekly schedule for 200 store employees
- Worked with management to schedule the correct amount labor weekly utilizing guidance from sales and traffic trends from previous years
- Created detailed zoning templates for support role coverage
- Created schedules that met both the needs of the business and followed labor guidance
Education
Bachelor of Arts - Music Education
Chicago College of Performing Arts
Chicago 08.2012 - 12.2016
Skills
Teamwork and Collaboration
Software
IOS
JAMF
Slack
Dropbox
Confluence
JavaScript
Python
Timeline
Technology and Merchandising Lead
Apple Inc,
11.2019 - Current
Demo Systems QA Engineer
06.2019 - 11.2019
New Store Opening Technology Mentor(Experience)
Apple
06.2018 - Current
Schedule Planner
01.2017 - 04.2017
Specialist
06.2015 - 11.2019
Bachelor of Arts - Music Education
Chicago College of Performing Arts
08.2012 - 12.2016
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