Valerie McCauley

Senior Technical Support Specialist

Apple

08.2015 - 01.2025

Collaborated with cross-functional teams to identify and resolve recurring technical issues, resulting in a decrease in escalations to engineering
Communicate with diverse teams and customers, build rapport and long-term relationships, and achieve customer satisfaction metrics
Demonstrated expertise in troubleshooting complex technical issues, providing timely resolutions and customer service
Assisted customers with product setup information by providing step-by-step instructions over the phone or online
Coordinated with vendors on behalf of customers to facilitate repair parts orders or warranty claims
Maintained logs of all customer interactions, tracking resolution progress until completion
Analyzed system performance data to identify trends that may indicate hardware or software issues requiring attention
Resolved escalated customer service inquiries via telephone, email or chat platform
Developed detailed knowledge of company products to provide efficient and accurate technical support
Provided technical support for a wide range of computer hardware, software and cloud based applications and systems, including operating systems and system native applications
Established strong relationships with clients, fostering loyalty and retention through excellent communication skills.
Developed comprehensive documentation to assist team members in troubleshooting complex technical problems.
Installed, configured and maintained computer systems and network connections.
Installed and configured operating systems and applications.
Diagnosed and troubleshot hardware, software and network issues.
Mentored junior technicians, helping them develop their problem-solving skills and technical expertise.
Managed high-volume support tickets, ensuring timely resolution and maintaining client trust.
Provided exceptional customer service by consistently exceeding expectations in resolving technical challenges.
Contributed to the continuous improvement of the technical support team by regularly sharing best practices, lessons learned, and constructive feedback with peers.
Assisted in the development of standard operating procedures to ensure consistent service quality across all cases handled by the tech support team.
Tested new software and hardware prior to deployment.
Removed malware, ransomware, and other threats from laptops and desktop systems.