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@malikwilliams1
IT Support Specialist with expertise in the Apple ecosystem.
As an IT Support Specialist with a focus on the Apple ecosystem, I have honed my skills in providing exceptional technical support to customers. My experience includes delivering Tier 1 and Tier 2 support, where I handle 30-50 issues daily, significantly reducing wait times by 11%. My commitment to customer service has been recognized through my selection as a mentor, where I trained over 100 new hires, achieving an impressive 89% first-time exam pass rate.
Currently pursuing my Bachelor of Science in Computer Science from the University of the People, I am also preparing for CompTIA Network+ and Security+ certifications. My technical knowledge spans basic networking, Active Directory, and endpoint protection, which I leverage to assist customers effectively. I pride myself on my empathy and professionalism, ensuring that every customer interaction is handled with care and expertise.
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Work history, roles, and key accomplishments
Apple
Oct 2020 - Present (5 years 1 month)
Delivered Tier 1 and Tier 2 technical support for Apple customers across Apple's entire ecosystem, handling 30-50 issues daily reducing wait times by 11%. Supported hardware and software troubleshooting, including recovery modes, DNS configuration, screen/boot issues, and Apple tools.
Degrees, certifications, and relevant coursework
Bachelor of Science, Computer Science
Currently pursuing a Bachelor of Science in Computer Science, with an expected completion in June 2028. Preparing for CompTIA Network+ and Security+ certifications.
Software and tools used professionally
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