Open to opportunities

Marlandis Fielding

@marlandisfielding

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Customer-focused technical support specialist delivering empathetic, solutions-driven service.

United States

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What I'm looking for

I seek a customer-focused technical support role with opportunities to troubleshoot SaaS/macOS issues, improve processes, and grow into operations or leadership.

I am a customer-focused technical support specialist with broad experience across retail, SaaS, and operations roles. I consistently deliver empathetic, high-quality experiences, meet performance targets, and resolve complex technical issues while preserving customer satisfaction.

My background includes frontline Apple specialist roles, product support for UltraTax at Thomson Reuters, and hands-on device deployment and troubleshooting. I improve processes by capturing feedback, documenting cases, and collaborating across teams to escalate and resolve issues efficiently.

I thrive in customer-success and technical-support environments where I can combine technical troubleshooting, SaaS support knowledge, and strong interpersonal skills to drive retention, operational improvements, and measurable results.

Experience

Work history, roles, and key accomplishments

Current

Apple Specialist

Current

Apple

Aug 2025 - Present (6 months)

Deliver high-quality customer experiences and support store operations, achieving 100 NPS while meeting or exceeding sales and service goals.

& Customer Success MacOS Retail Sales Troubleshooting Customer Service Upselling Inventory Management

Customer Solutions Specialist

Imprint

Jun 2024 - Mar 2025 (9 months)

Analyzed root causes and resolved customer issues with empathetic, timely support while managing multiple inquiries and capturing feedback to improve products and processes.

Customer Support Root Cause Analysis Empathy Ticketing Feedback Multitasking SaaS Support

Operations Manager

Magpie and Crow LLC

Sep 2023 - Feb 2024 (5 months)

Coordinated customer appointments and end-to-end service workflows, diagnosed issues for repair or replacement, and supported team operations across customer-facing and sales roles.

Operations Management Scheduling Customer Service Troubleshooting Sales Support Workflow Optimization Inventory Coordination

Product Support Associate

Thomson Reuters

Sep 2022 - Aug 2023 (11 months)

Troubleshot UltraTax SaaS issues, documented cases for timely resolution, and collaborated with teams to escalate complex problems and improve support processes.

SaaS Support Technical Troubleshooting Case Management Escalations Documentation Cross Functional Collaboration

Apple Specialist

Apple

Oct 2021 - Sep 2022 (11 months)

Identified customer needs and provided comprehensive solutions while maintaining product knowledge and delivering consistent team-based customer experiences.

Customer Service MacOS Product Knowledge Troubleshooting Team Collaboration Point of Sale

Lead Agent

Rochester Telemessaging

Dec 2016 - Sep 2021 (4 years 9 months)

Handled high-volume inbound calls with accurate documentation, consistently met call-time and quality standards, and led by example while managing multiple tasks.

Inbound Documentation Quality Assurance Time Management Leadership Multitasking

Engineering Support Specialist

DieTech North America

Aug 2015 - Dec 2016 (1 year 4 months)

Deployed and supported computers and mobile devices for project teams, resolved technical issues via tickets and direct troubleshooting, and coordinated expedited equipment deliveries.

Technical Troubleshooting Ticketing Logistics Coordination