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Akinbodunse Demilade

@akinbodunsedemilade

Technical Support Specialist at Apple who handled customer escalations and diagnosed complex macOS, iOS, and network issues.

Canada

Message

At Apple, I handled customer escalations involving macOS, iOS, and network issues, maintaining approximately 95% CSAT. I used remote diagnostics to investigate problems such as iCloud sync failures and system performance issues.

I guided customers through technical solutions and collaborated with Tier 3 and engineering teams on system-level escalations. I also contributed to improving debugging processes by identifying recurring issues.

At Sutherland, I supported customers through live chat and ticketing systems, resolving device compatibility, streaming, and connectivity issues. At RBC, I supported customers with secure access and account issues while documenting interactions in CRM systems.

Experience

Work history, roles, and key accomplishments

T3 Technical Support Specialist

Apple

Sep 2022 - Jun 2026 (3 years 9 months)

Managed 40+ daily customer escalations involving macOS, iOS, and network-related issues while maintaining approximately 95% CSAT. Diagnosed complex issues affecting user workflows, including iCloud sync failures, system performance problems, and connectivity disruptions through remote diagnostics.

MacOS iOS Networking Remote Diagnostics Ticketing Systems Incident Handling Root Cause Analysis ICloud Queue Management Customer Support

Senior Customer Care & Banking Advisor

RBC

Feb 2018 - Aug 2022 (4 years 6 months)

Supported customers with secure access, account issues, and system-related inquiries. Applied strong analytical and problem-solving skills to resolve customer issues efficiently while maintaining compliance with security protocols.

Customer Support Problem Solving Security Protocols CRM Documentation Communication Skills

Technical Support Specialist

Sutherland

Nov 2016 - Jan 2018 (1 year 2 months)

Provided customer support via live chat and ticketing systems, managing multiple conversations simultaneously. Resolved device compatibility, streaming, and connectivity issues.

Live Chat Ticketing Systems CRM Device Compatibility Streaming Connectivity Documentation