Desmond Hicks

At Apple, I lead Genius Bar technical support and service operations for a 140+ person team, managing cross-functional initiatives that increased NPS by 20%—the highest gain nationally.

I coordinate training tied to system updates and product launches, serve as a primary escalation point, and partner with engineering, operations, and support teams to resolve complex issues. I also manage hardware inventory and service logistics for a high-volume hub supporting 1,000+ active devices.

Across Apple support roles, I’ve provided Tier 2/3 troubleshooting for hardware, macOS, Windows, network connectivity, and video conferencing tools including Zoom, Teams, and Meet. I’ve performed advanced diagnostics, component replacements, warranty processing, data migrations, and customer onboarding.

I’ve also managed a 20-person remote support team across phone, email, and chat, using coaching, KPI insights, Agile practices, and workflow improvements to strengthen resolution times and customer trust.