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asperhamlincoln User

@asperhamlincolnuser

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Customer-focused technical specialist with a strong background in engineering.

Canada

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What I'm looking for

I am seeking a role that values customer engagement and offers growth opportunities in technology.

As a dedicated technical specialist with a background in computer engineering, I thrive on uncovering customer needs and delivering meaningful solutions. My experience at Apple has honed my skills in diagnostics and customer support, allowing me to effectively troubleshoot both software and hardware issues. I take pride in my ability to maintain a high Net Promoter Score (NPS) and generate significant revenue through exceptional customer service.

My journey began with a B.Eng in Computer Engineering from York University, complemented by an advanced diploma from Humber College. I have held various roles that emphasize my leadership and problem-solving abilities, from mentoring peers to managing customer service teams. I am passionate about technology and continuously seek opportunities to enhance my skills in programming, hardware design, and project management.

Experience

Work history, roles, and key accomplishments

Current

Apple Technical Specialist

Current

Apple

Mar 2025 - Present (3 months)

Responsible for uncovering customers’ needs to find meaningful solutions in a timely manner while repairing the relationship customers have with the Apple brand. Perform diagnostics on Apple products to troubleshoot software and hardware problems the customer may face.

apple Diagnostics Troubleshooting Customer Service Technical Support Relationship Management Problem Solving Repair Options Customer Satisfaction

Current

Apple Technical Specialist

Current

Apple

Mar 2025 - Present (3 months)

Responsible for uncovering customers
needs to find meaningful solutions in a timely manner while repairing the relationship customers have with the Apple brand. Perform diagnostics on Apple products to troubleshoot software and hardware problems the customer may face.

Diagnostics Troubleshooting Customer Service Technical Support Relationship Management

Apple Specialist

Apple

Sep 2023 - Mar 2025 (1 year 6 months)

Responsible for uncovering customers
needs to find meaningful solutions in a timely manner while introducing customers to the Apple gateway products leading to a consistent NPS of 85 and above. Assisting customers with technical related queries regarding Apple products in order to repair their relationship with the Apple brand.

Customer Service Sales Technical Support Mentoring Problem Solving

Customer Support Specialist

Acclaim Health

Jul 2023 - Jan 2024 (6 months)

Resolved service issues over the phone by clarifying the customer’s inquiries and finding solutions. Updated client notes and appointments in AlayaCare as required.

Customer Support Alayacare Confidential Filing Technical Troubleshooting Client Communication Data Entry Phone Support Service Management

Apple Specialist

Apple

Sep 2023 - Mar 2025 (1 year 6 months)

Responsible for uncovering customers’ needs to find meaningful solutions in a timely manner while introducing customers to the Apple gateway products leading to a consistent NPS of 85 and above. Assisting customers with technical related queries regarding Apple products in order to repair their relationship with the Apple brand.

apple Customer Service Sales Mentoring Team Leadership Problem Solving Customer Journey NPS

Customer Support Specialist

Acclaim Health

Jul 2023 - Jan 2024 (6 months)

Resolved service issues over the phone by clarifying the customer
s inquiries and finding solutions. Updated client notes and appointments in AlayaCare as required.

Customer Support Alayacare Confidentiality Troubleshooting

Customer Service Manager

Wal-Mart Canada

Jan 2017 - Sep 2022 (5 years 8 months)

Responsible for leading a team and assigning tasks to the front-line staff while monitoring and evaluating performance whilst providing feedback. Addressed and resolved escalated customer issues to maintain a positive customer experience, as well as company standards and expectations.

Team Leadership Performance Management Customer Service Conflict Resolution

Customer Service Manager

Wal-Mart Canada

Jan 2017 - Sep 2022 (5 years 8 months)

Responsible for leading a team and assigning tasks to the front-line staff while monitoring and evaluating performance whilst providing feedback. Ensured company standards and procedures were adhered to by staff.

Team Leadership Assignment Performance Monitoring Feedback Customer Service Management

Education

Degrees, certifications, and relevant coursework

Lassonde School of Engineering, York University

Bachelor of Engineering, Computer Engineering

Pursued a Bachelor of Engineering in Computer Engineering, focusing on the design and development of computer hardware and software systems. Gained foundational knowledge in areas such as circuit design, logic design, and software development.

Humber College

Advanced Diploma, Computer Engineering Technology

Completed an Advanced Diploma in Computer Engineering Technology, acquiring practical skills in hardware and software development. Focused on applied aspects of computer systems and their integration.