I've provided remote technical support for Apple through Kelly Services, resolving Mac, iPhone, iPad, Apple Watch, Apple ID, iCloud, billing, connectivity, and device-functionality issues across phone, chat, and email.
I advanced into Mac-focused Tier 2 support within four months and took on Team Lead responsibilities after eight months. I own complex cases from diagnosis through resolution using structured troubleshooting, diagnostics, escalation procedures, and precise case documentation.
At Verizon Wireless via Alorica, I resolved mobile device, application, connectivity, account-access, authentication, and billing issues. I also worked with MDM, Microsoft Azure, Okta, and 2FA workflows while supporting escalations and helping nontechnical customers understand solutions.
I bring clear, empathetic communication and strong case ownership to secure remote support environments. I also lead shift operations, customer issue resolution, team communication, inventory, and service execution at Bell American Group.
