Hello! I am a strategic, data-driven technical support team leader, inclusion advocate, and trainer with expertise in managing teams and resolving technology issues to ensure positive customer experiences. I’m an innovative training leader who empowers and educates end-users and stakeholder teams. I strive to be empathetic, creative, and an analytical IT leader who solves challenging problems, advocates for customers, and conceptualizes solutions in collaboration with cross- functional sales, engineering, product, and R&D teams.
-Developed the role from scratch, ensuring positive customer and employee experiences while resolving and escalating technical issues
-Conceptualized and rolled out an effective, company-wide bug prioritization/escalation process featuring improved communication and expectations regarding accountability
-Assisted in building Case Management process for Sales and Support teams’ customer call and email management
-Facilitated the hiring of 20+ support staff and the creation of training materials for the Paycheck Protection Program (PPP)
-Collaborate with cross-group leads to identify efficient workflows and facilitate projects Conduct root cause analysis to inform feature decision making and prioritization
-Oversee bug management
-Prioritize error reports for escalation processes Develop and deliver trainings for all products, systems, and procedures
-Define client workflows, processes, and tools
-Create action plans and manage payroll and reviews
-Created a mentor program to pair senior and new technicians and implemented monthly skill check-ins with all technicians to evaluate strengths and training needs
-Designed a check-in system to better measure the retention of training objectives, gained store manager buy-in, and built progressively demanding expectations corresponding to each tech role
-Diagnosed and repaired iOS devices and Mac computers, including iPhones, iMacs, and Notebooks, while restoring trust in Apple products
-Managed the hardware repair process and delegated repair tasks
-Mentored the technical team and scheduled work/training hours
-Managed and scheduled new technician training via the Apple Technical Learning Administration System (ATLAS)
-Upsold product upgrades and accessories
-Earned the store’s highest customer survey ratings on session duration, empathy, technical expertise, and teamwork for 3 consecutive years
-Contributed to Apple’s Global Accessibility Awareness Day (GAAD) to draw awareness of accessibility software/hardware within Apple products by demonstrating accessibility features to shoppers and earning the store’s Accessibility Champion designation
-Assisted clients by diagnosing and repairing hardware/software issues on desktops, laptops, and mobile devices
-Educated clients and technicians on iCloud data storage and data management
-Managed appointments and repairs in MobileGenius and coordinated training with ATLAS
-Supported adults with autism with activities of daily living Provided encouragement for healthy lifestyles and self-sufficiency Motivated creation of individualized work and life routines
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Resourceful Engineering Program professional with a strong emphasis on cloud security and integration. Proven experience in building and nurturing stakeholder relationships, leading diverse projects, and driving solutions that exceed client expectations.
In my first 3 months at Dupont Practice Management, I developed a system to take insurance claims rejections down from 151 to less than 15. This was sustainable and rejection numbers remain below 15 currently.
I am a dynamic and results-oriented professional with a strong background in project management, client success, and technical analysis. Holding a Bachelor of Arts and Science from the University of Ottawa.
