It Support Technician

Rate, USD
Not specified
Work schedule
Full Time,
Language skills
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About me

Dedicated professional with a proven track record in technical support, project management, and event coordination. Seeking opportunities to leverage my expertise in enhancing member experiences, managing complex projects, and driving organizational success.

Professional area


2015/2016 Master's in International Business @ Hult International Business School
2011/2015 Bachelors of Arts in Communication @ North Carolina State University


11/21-Present Member Experience Technical Associate @ lululemon

– Provided comprehensive technical support to 1,000+ members, improving member satisfaction by 10%.
– Developed end-user training strategies, set up corporate devices, and documented technical procedures.
– Troubleshot and resolved device issues, increasing customer satisfaction by 25%.
– Reduced ticket submissions, bugs, and escalated cases by 20% by identifying commonalities in JIRA systems.
– Onboarded customers and effectively communicated feedback to enhance product offerings.

05/21-11/21 Acoustics Engineering Project Manager @ Apple

– Led cross-functional meetings, managed budgets, and ensured project milestones were met on time.
– Managed a team of up to 8 engineers on acoustic module projects.
– Coordinated with vendors, mitigated risks, and maintained product life cycles.
– Procured materials from external vendors for quality testing and interfaced with stakeholders.

09/17-04/21 Genius Room Lead / Genius @ Apple

Trained and onboarded 75+ new technicians and managed service parts for repairs.
– Produced Today At Apple Sessions and increased attendance by 20% for music-related events.
– Managed ticket orders for management, talent, and external stakeholders.
– Developed strategies to improve repair quality, supported by a 98% repair accuracy rate.

10/15-05/16 Artist Coordinator @ JZ Music

– Managed backstage operations and schedules for a major music festival with 20,000+ attendees.
– Led retrospectives, created operational documentation, and reduced overhead costs by 5%.

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