Open to opportunities

Malik Williams

@malikwilliams1

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IT Support Specialist with expertise in the Apple ecosystem.

United States

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What I'm looking for

I am looking for a role that offers growth opportunities and values customer service.

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.

Experience

Work history, roles, and key accomplishments

Current

Apple Support Advisor

Current

Apple

Oct 2020 - Present (6 years)

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.

MacOS iOS ICloud MDM Troubleshooting Active Directory Salesforce Google Workspace

Education

Degrees, certifications, and relevant coursework

University of the People

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.