Professional Experience

 

02/10 – 05 2014Apple, Inc.

 

Technical Support Team Manager:

•          Day to day staff supervision

•          Identify staff training and development needs

•          Monitor and measure agent performance

•          Coaching personnel with a focus on excellence

•          Screened applicants by conducting interviews and providing feedback

 

iPhone Senior Advisor - Product Champion:  Meet with Site Support Engineers.  Provide feedback and aid my team in understanding new issues.  Consistent top performer.  Winner of the AppleCare Excellence Award.  Set a goal and I will exceed it.

 

Mentor - Explain concepts in a manner employees immediately understand.  My presentation is easily tailored for any audience.

 

iPhone iOS Advisor - Superior technical support to customers of the iPhone and iPad.  Prepared for the transition from iPhone Advisor to iOS, months in advance.  “Fix the customer” made me a better Advisor.  I improved my award winning service and support into a truly World-Class experience for the Apple, Inc. customer.

 

04/09 – 02/10Volt Technical Resources, LLC.

 

Dallas Flex Site for Apple iPhone Support

 

Technical Support Manager

•          Day to day staff supervision

 

Senior Technical Support Advisor - Supported consumers of the client’s phone and computer products.  Promoted from Tier 1 to Tier 2 while performing support for the client’s phone.  Supported the roll out of the Snow Leopard Operating system.

 

09/07 – 04/09Freelance Desktop Support

 

Troubleshooting and repairing PC’s and peripherals.  Set up Local Area Networks (wired and wireless) for home owners connecting PC’s and printers.  Performing software and hardware upgrades to personal PC’s.

 

3/02 – 09/07Ryland Homes of Dallas, L. P.

 

Facilities Manager and Information Technology Specialist – Locally coordinated the implementation of the new Sales and Marketing tool (C.L.E.A.R.).  Provide desktop support for the division office personnel, as well as the sales personnel in 40+ model home sales offices and the construction personnel in 30+ construction offices.  Coordinated the move of the Ryland Homes Division Office, Ryland Mortgage Company, and Ryland Title Company to a single facility.  Provide cost containment by reviewing relationships and prices with vendors and making changes where necessary.  Lead trainer for the company’s Sales and Marketing tool (C.L.E.A.R.).

 

111/00 – 09/01 AMX CORPORATION

 

Director of Network Services – Responsible for managing the Information Support personnel.  Direct reports included the Desktop Support Manager and the Network Operating System Engineers.  Responsible for hiring decisions.

 

Desktop Support Technician Level 2 – Provided expert level troubleshooting to employees and fellow technicians.  Directly responsible for troubleshooting connectivity issues for local LAN users and Remote personnel.  Provided expertise to upper management (CEO, CFO and Vice Presidents) to ensure the company's goals were achieved.  Worked with engineers of the company's product to provide them with the technology necessary to complete their projects.  Configured PDA's for synching with the company's network resources (mail, contacts, etc.).  Provided expert level guidance to junior technicians.  Supported Windows 95, Windows 98, and Windows 2000 operating systems in a hybrid (Novell and Microsoft) network.  Supported Office 97 and Office 2000.  Supported Novell's GroupWise mail system, and worked with NWAdmin and GW Check to maintain the mail system.  Installed, configured, and supported JD Edwards “One World” on 100+ desktop PCs during a migration from the MS DOS-based “Expandable”.

 

 

02/97 – 04/00COMPUCOM SYSTEMS, INC.

 

Technical Support Manager (03/98–04/00) – Managed the performance of help desk personal computer support teams.  Duties included screening applicants; hiring, disciplining and releasing personnel; setting performance standards; measuring agent performance and ensuring customer-based Service Level Agreements are met.  Implemented a robust program to evaluate the quality of the team's performance in meeting customer-based Service Level Agreements.  Used Enterprise Resource Package (ERP) running on an AS 400 to coordinate help desk services with field support personnel.  Managed as many as 46 people in the following areas: Product Support Specialists - Enterprise Office Suites, i.e. MS Office, Lotus Smart Suite, etc.; Hardware Support Specialists - Operating Systems, Printers, Desktop Systems, Laptops, etc.; Network Operating System Specialists - MS Windows NT, OS/2, Novell and Banyan; Pre-sales Technical Support - Supported CompuCom's Inside Sales Representatives; and After Hours Support Team - Supported internal and external customers after hours and on weekends.

 

Team Lead/Help Desk Analyst (10/97–03/98) – Provided guidance and training to new employees.  Assisted Operations Supervisor in the monitoring of agent performance. Continued in the capacity of A+ Certified Help Desk Technician.   Supported Remote connectivity of MS Windows-based desktops to applications hosted on AS 400 computers.

 

 

Help Desk Analyst/A+ Certified Technician (02/97–10/97) – Provided technical support to internal and external customers for issues relating to operating systems (MS DOS, Windows 3.x, Windows 9x), printers, desktop systems, laptops, scanners and servers. Warranty certified on HP LaserJet & DeskJet printers, desktops, laptops & servers.

 

05/96 – 02/97PRODUCTIVE COMPUTING

 

Owner/Operator – Owned and operated sole proprietorship, which provided personal computer sales, support and service to consumers and businesses.  Specialized in desktop systems and printers.

 

07/94 – 05/96ABILENE COMPUTER SERVICE CENTER

 

Service Manager and Technician –  Arranged service calls for direct customers and third-party companies.  Maintained service part inventory and processed work orders. Performed preventative and correct maintenance on personal computers and peripherals.

 

09/93 – 06/94NON-DATA PROCESSING

 

04/84 – 01/93UNITED STATES NAVY–NUCLEAR ENGINEERING

 

Work Center Supervisor and Nuclear Reactor Operator (04/84–01/93) – Coordinated personnel and maintenance schedules.  Reviewed all reactor controls plant maintenance for correctness and quality. Set expectations and provided discipline to personnel.  Operated and maintained the ship's nuclear reactor.  Qualified as Reactor Technician (senior advisor and maintenance technician).  Qualified as Shutdown Reactor Operator (senior watch responsible for the operation of the reactor when shutdown).

 

Quality Control Inspector (02/87–03/93) – Responsible for quality control of fluid system cleanliness as well as maintenance and repair practices.  Observed other personnel to ensure proper maintenance practices were used correctly.  Trained personnel in proper maintenance practices.

 

Training Reactor Operator (02/87–03/88) – Created and presented lesson plans to students.  Monitored student progress and administered remedial programs and discipline.  Performed hands-on training with personnel in the reactor plant.  Developed and administered tests.  Conducted review boards for students.

 

 

Education

Paradise Valley High School – Graduate - 3950 E Bell Rd Phoenix, AZ 85032

Electronics Technician - C7 School, San Diego, CA, USA

Electronics Technician Maintenance School, Idaho Falls, ID, USA

Basic Instructor Techniques, Idaho Falls, ID, USA

Nuclear Power Training Unit, Idaho Falls, ID, USA

Naval Nuclear Power School, Orlando, FL, USA

Pre-Naval Nuclear Power School, Orlando, FL, USA

Electronics Technician - A School, Great Lakes, IL, USA

Basic Electricity and Electronics School, Great Lakes, IL, USA

 

Certifications

A+ Certified Technician, CompTia, Dallas, TX   04/98

-  Certification for PC hardware and Microsoft Windows Operating Systems.

 

Awards/Special Recognitions

 

AppleCare Excellence Award - Apple, Inc.

 

Top performer on the team.  Consistently in the running for Top Gun. Recipient of the ACE award numerous times.

 

President’s Award (Twice) – Ryland Homes of Dallas, L. P.

 

Second Award: This award is given at the Division President's discretion and for the first quarter 2007 this award is given to Mike Linert, Facilities Manager.  Mike has worked diligently to train, implement and continues to work hard on keeping all of us updated on the new systems and computer programs and continues to identify and resolve our day-to-day problems with the computer systems in a timely manner.  We continue to face challenges daily on ways to save money and Mike has implemented a new system on ordering office supplies that will save the division money.   We appreciate your positive attitude and sense of humor with all the variety of tasks you handle for the division.

 

First Award: Recognized for commitment and dedication in the third quarter of 2002 during the division-wide rollout of C.L.E.A.R., the company’s new sales and marketing tool.

 

Customer Service Award - CompuCom Systems, Inc., Dallas, TX (08/97)

 

Recognized as the best customer service technician on the Hardware Support Specialist Team Remote Help Desk.  Promoted to Team Lead and then Manager.