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Jonathan Ernest

@jonathanernest

Apple support specialist and Operations Manager who built AI-assisted dashboards to track KPIs and flag missed metrics.

As an iOS / macOS Subject Matter Expert, I handled complex Apple hardware and software issues that frontline advisors couldn't resolve. I partnered with leadership on root-cause analysis and wrote knowledge base articles to standardize troubleshooting.

As Operations Manager, I supported systems and tools for a remote workforce of 25+ and built AI-assisted dashboards that pulled Discord and CRM data through Google Sheets. The dashboards tracked KPIs and automatically flagged missed metrics; I also helped cut first response time from 5 minutes to 2 minutes over 6 months.

Today, I founded and operate a marketing agency, administering its SaaS tools, CRM, and client systems and documenting them in SOPs. My background also includes teaching coding and developing and testing iOS and Android applications.

Experience

Work history, roles, and key accomplishments

Current

Founder & Marketing Director

Current

Marketing Agency

Jun 2025 - Present (1 year 4 months)

Founded and operate a marketing agency; set up and administer the business's SaaS tools, CRM, and client systems, and document them in SOPs.

SaaS CRM SOPs Marketing

Operations Manager

Digital Business

Jul 2021 - Jun 2025 (3 years 11 months)

Supported the systems and tools behind a 25+ person remote and outsourced workforce running 24/7 for a digital business generating $200,000+ in monthly revenue. Built internal web dashboards with AI assistance to track KPIs and cut first response time from 5 to 2 minutes.

AI Web Dashboard Discord CRM Google Sheets KPI Tracking Training Onboarding

Coding Instructor

Coding School

Jan 2020 - Jul 2021 (1 year 6 months)

Designed and delivered programming and computer science curriculum for students of varying ages and skill levels. Taught live virtual sessions, translating technical concepts into accessible lessons.

Programming Computer Science Curriculum Design Virtual Teaching

iOS / macOS Subject Matter Expert

Apple Support

Sep 2019 - Jun 2021 (1 year 9 months)

Served as the escalation point for complex Apple hardware and software issues across macOS and iOS. Authored internal documentation and knowledge base articles, and trained support advisors on best practices.

MacOS iOS Troubleshooting Root Cause Analysis Documentation Training Mentorship

Junior Software Developer

Software Development Company

Jun 2015 - Aug 2017 (2 years 2 months)

Developed and tested mobile applications and games for iOS and Android platforms. Wrote and debugged production-ready code as part of a collaborative development team.

iOS Android Mobile Development Testing Debugging Game Development