Theodora Duru
New York,NY
Summary
Results-oriented Technical Specialist with over 5 years of experience providing exceptional technical support and troubleshooting for hardware and software systems. Skilled in diagnosing and resolving complex issues, delivering excellent customer service, and recommending innovative solutions. Proven track record of working effectively in fast-paced environments and collaborating with cross-functional teams. Adept at communicating technical concepts to both technical and non-technical audiences.
Overview
8
8
years of professional experience
5
5
Certificate
Work History
Technical Specialist
Apple
01.2022 - Current
- Perform troubleshooting, diagnosis, and repair of Apple iOS hardware and software for customers
- Provide personalized customer experiences and specialized solutions while maintaining a high level of customer service
- Resolve technical issues promptly, adhering to company standards and ensuring customer satisfaction
- Effectively communicate with customers and employees to recommend solutions and address inquiries
- Contribute to the success of all store areas and drive sales while building brand loyalty.
Specialist
Apple
08.2021 - 01.2022
- Provided personalized customer experiences and specialized solutions for Apple products and services
- Demonstrated Apple products, personalized customer experiences, and answered customer questions
- Proactively approached customers to understand their needs and presented comprehensive solutions
- Contributed to sales growth, owner creation, and brand loyalty.
IT Technician
Dash Technologies
05.2017 - 12.2019
- Installed, maintained, and troubleshooted peripheral devices and computer hardware and software
- Resolved computer issues, including printing, email, operating systems, and application-related problems
- Managed ticketing systems (Zendesk) and maintained user system accounts and passwords using Active Directory
- Supported over 100 computers with various operating systems, including Mac and Windows
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
IT Intern
ExxonMobil
05.2015 - 08.2015
- Configured software on laptops and computers and assisted in diagnosing software and hardware issues
- Troubleshot peripherals and provided support for technology-related questions and concerns
- Handled a high volume of calls daily, assisting customers with sign-ups, retrieving data, and presenting product information.
Education
Master of Science - Information Systems Engineering & Management
Harrisburg University of Science & Technology
Harrisburg, PA05.2022
Bachelor of Science - Computer Science
Babcock University
Lagos, Nigeria08.2016
Skills
- Hardware Maintenance
- System Upgrades
- Onsite Support
- Troubleshooting and Diagnosing
- Hardware and Software Configuration
- Customer Communication and Empathy
- Attention to Detail
- Teamwork and Collaboration
Accomplishments
- TechTogether Hackathon: Best NYC Hack (2019)
Certification
- Apple Inc. Specialist & Technical Specialist Training
- Quality Assurance Mastery - Manual Software Testing (Udemy)
- The Complete 2022 Software Testing Bootcamp (Udemy)
- CompTIA A+
Timeline
Technical Specialist
Apple
01.2022 - Current
Specialist
Apple
08.2021 - 01.2022
IT Technician
Dash Technologies
05.2017 - 12.2019
IT Intern
ExxonMobil
05.2015 - 08.2015
Master of Science - Information Systems Engineering & Management
Harrisburg University of Science & Technology
Bachelor of Science - Computer Science
Babcock University
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