Lead /Senior Macintosh Tech
APPLE
Total years of experience :24 years, 0 Months
GENIUS (MAC COMPUTER TECHNICIAN) JUNE 2011-CURRENT
APPLE INC., MISSISSAUGA, ON
Top performer in providing technical troubleshooting and exemplary customer repair service in a World Class Company well known for the creation of Mac computers, iPhone, iPad and iPod.
• Provide World Class Customer Service to all Walk-in and Business customers in a timely and effective manner catering to their Training and Technical support requirements with all Apple products and services
• Strategize with sales team to align marketing priorities with global business development objectives
• Leading Information, Systems & Technology Team to perform routine quality analysis and inspection of company's internal products, electronic devices and document the reports to meet global standards
• Maintain a constant high rate of Customer Satisfaction and promote Apple's vision, products and services to multiple departmental teams in store
EXPERIENCE
SENIOR IN HOME & IN STORE TECH EXPERT JUL 2006-JUNE 2011
FUTURE SHOP CONNECT PRO, BEST BUY GEEK SQUAD, OAKVILLE, ON
North America's leading electronics retail company providing sales and after sales technical support for clients, drawing upon excellent interpersonal and business skills. Promoted, trained and led new business models to existing and new colleagues in store.
• Employed a solutions-based sales strategy to help customer select appropriate products that meet their specific requirements was a top performer in strategizing up-selling and cross-selling opportunities
• Proactively conducted competitor and product research to provide the broadest range of data available to help customers make informed decisions and acquired new clients through excellent sales skills and client networking strategy techniques
• Managed existing accounts Generated sales for various electronic and software products including brand names like Apple, Cisco, HP, IBM, Microsoft, Sony, Symantec, Toshiba and LG
• Widely travelled across North America for on-site technical support
BUSINESS ANALYST & ERP CONSULTANT JAN 2002-JUN 2006
FOCUS SOFTNET FZ LLC, DUBAI INTERNET CITY, DUBAI
Top performer and team lead for pre-sale, implementation and post-sale technical support by delivering business presentations to new and existing clientele. Promoted strong partnership with business sales team and technical support team to drive new solutions for diverse business industries and markets.
• Conducted gap analysis on client business requirements which included performing system study and mapping the system into Sales Cycle or Purchase cycle software module to improve company efficiency
• Managed full spectrum configuration and implementation of clients' accounting and ERP software
• Generated various reports including financial accounting reports and • Employed excellent interpersonal communication skills to conduct formal technical presentation for potential clients and business prospects
• Implemented administrative accounting functions ranging from payables and receivables, human resources management, payroll processing and inventory and order management
• Relied upon to perform routine on-site product adaptations or enhancements and training end user on the installed product
TECHNICAL SUPPORT CONSULTANT JUN 2000-DEC 2001
SILICON SYSTEMS, A.P, INDIA
Brought on board by this software development and IT support company to provide technical support and help in the installation and configuration of hardware and software.
• Leveraged in-depth knowledge of root cause performance issues to accurately diagnose and resolve hardware, account access and software issues
• Performed routine quality control and maintenance operations including generating reports of any problems and recommending necessary solutions
• Handled full spectrum of technical troubleshooting, data & access security, network configuration and end-user support for clients
• Proactively monitored and troubleshoot LAN setup
BACHELOR OF COMPUTER SCIENCE, 2000 Osmania University, India