Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Walid Ahmad

Columbia,MD

Summary

As a Tech Expert at Apple with a strong foundation in both sales and technical support, I thrive on helping customers feel confident with their technology. I've built trusted relationships through clear communication, product knowledge, and a focus on creating the best possible experience. Whether solving a complex issue or supporting the team on the floor, I bring empathy, curiosity, and a genuine passion for helping others. I'm excited to take the next step as a Genius, where I can continue growing and supporting customers and teammates through deeper technical engagement.

Overview

7
7
years of professional experience

Work History

Technical Expert

Apple
12.2024 - Current
  • Delivered expert technical support and performed repairs for Apple hardware and software, ensuring high-quality and efficient service in alignment with Genius Bar standards and procedures.
  • Provided empathetic, solution-oriented customer support by leveraging Apple’s diagnostic tools and internal resources to resolve product and software concerns.
  • Troubleshot and repaired Apple devices, diagnosing complex issues with precision and educating customers on solutions and preventive measures.
  • Delivered an exceptional customer experience by actively listening, identifying ownership opportunities, and offering tailored product and service recommendations.
  • Partnered with leadership to identify patterns in service concerns and recurring repair issues, contributing actionable feedback to improve overall service quality.
  • Served as a technical resource for team members, sharing expertise on hardware/software functionality and troubleshooting strategies.
  • Supported various in-store functions beyond the Genius Bar, including customer engagement on the sales floor during peak times.
  • Fostered a welcoming, inclusive environment by respecting diverse perspectives and consistently demonstrating Apple’s values of inclusion and curiosity.
  • Collaborated closely with fellow Geniuses and Specialists to ensure seamless service experiences, sharing insights and strategies to enhance team troubleshooting capabilities.

Technical Specialist

Apple
07.2024 - 12.2024
  • Provided technical support for Apple products, resolving customer inquiries efficiently.
  • Assisted customers with troubleshooting and software installation, enhancing user satisfaction.
  • Documented customer interactions to improve service quality and team performance.
  • Trained new team members on technical procedures and customer service protocols, fostering a collaborative environment.
  • Analyzed common technical issues to develop solutions that improved resolution times for recurring problems.
  • Increased customer retention through empathetic communication and proactive issue resolution strategies.

Sales Specialist

Apple
07.2022 - 07.2024
  • Multiple record high for AppleCare+ Attachments
  • Multiple records set for most revenue earned through sells
  • High numbers for customer promoters
  • Able to provide support on the floor for the team overall
  • Having up to date knowledge for all products
  • Able to set the right expectations for customers
  • Advising Customers for the best device fit for their needs
  • Contact: Apple Columbia - (410)-423-1801
  • Uncovering customer needs and providing solutions. Guide by advising, selling and assisting with setting up their new products. The first in line for Apple's customer relationship creation and company representation.

Food Delivery/Package Delivery/Grocery Delivery/Shopper

Instacart, Grubhub, Amazon Flex, and Uber Eats
06.2020 - Current
  • Maintained a 5-star in each platform with over 1,000 deliveries
  • Customer feedback suggested I've always put more work to satisfy the customer
  • Always kept a close eye on customer requests and made sure to have everything done by the customer's requests
  • Delivered packages/food in always perfect condition without damaging the product carelessly
  • Communicated with customers efficiently if there was an issue with the order
  • Treating the customer like how I would like to be treated
  • I am still working for each of the listed companies by multitasking on which order I accept from one of the selected companies. It has proven to boost my income and proved effective in time efficiency.

Bakery

Safeway
04.2018 - 06.2020
  • Complied with health and safety codes to protect staff and customers.
  • Collaborated with team members to complete tasks and maintain smooth running of bakery.
  • Maintained a safe work environment by strictly adhering to sanitation guidelines and addressing potential hazards promptly.
  • Ensured product freshness by implementing proper storage techniques and regularly rotating stock.
  • Collaborated with team members to complete large orders for special events, ensuring timely delivery and client satisfaction.
  • Oversaw daily baking operations, ensuring product quality and consistency.
  • Trained new staff on baking techniques and operational procedures, fostering a collaborative team environment.

Education

College - Biomedical Engineering

Howard Community College
Columbia, MD
07.2025

High School - undefined

Wilde Lake High school
Columbia, MD
06.2018

Skills

  • Team Collaboration

  • Effective decision-making

  • Effective communication

  • Adaptable

  • Organization

  • Consistent professional commitment

  • Computer Security

  • Conflict Resolution

  • Quality Assurance & Accuracy Checking

  • IOS Troubleshooting

  • MDM

  • Networking

Languages

Arabic
Native or Bilingual
English
Native or Bilingual

Timeline

Technical Expert

Apple
12.2024 - Current

Technical Specialist

Apple
07.2024 - 12.2024

Sales Specialist

Apple
07.2022 - 07.2024

Food Delivery/Package Delivery/Grocery Delivery/Shopper

Instacart, Grubhub, Amazon Flex, and Uber Eats
06.2020 - Current

Bakery

Safeway
04.2018 - 06.2020

High School - undefined

Wilde Lake High school

College - Biomedical Engineering

Howard Community College

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Walid Ahmad