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Timothy Dunne

@timothydunne

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Former Apple Technical Expert who resolved complex customer issues and mentored team members.

United States

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What I'm looking for

I'm open to a variety of opportunities where I can use my experience in problem-solving, leadership, technology, and customer support. I enjoy helping people, improving processes, and finding creative solutions. I'm looking for meaningful work with a supportive, collaborative team where I can contribute my experience, continue learning, and make a positive impact.

At Apple, I worked as a Technical Specialist, Technical Expert, and Genius, diagnosing and resolving complex customer issues. I documented repairs and technical findings, and collaborated with teams to support customers from assessment through resolution.

I also worked remotely as an Apple Support Advisor, delivering personalized phone support while navigating multiple systems and applications. I documented customer interactions and helped resolve complex issues.

As an Independent Family Support Consultant, I coordinated services for children and families with complex educational and behavioral needs, working with families, schools, and community providers. At Marblehead Public Schools, I led a second-grade classroom.

At Intensive Services, Edgewood Center, I directed two residential programs and approximately 30 employees as Residential-Based Services Treatment Manager/Director. Earlier, as Relief Systems Manager, I managed an agency-wide relief system of more than 100 counselors and staff and interviewed, hired, and trained new counselors.

Experience

Work history, roles, and key accomplishments

Genius | Technical Support

Apple

Nov 2018 - Aug 2026 (7 years 9 months)

Provided advanced technical troubleshooting, diagnostics, and repairs for Apple products, resolving complex hardware and software issues. Managed sensitive customer escalations, building trust and achieving resolutions. Mentored colleagues and led weekly knowledge-sharing discussions for approximately eight advisors, strengthening technical expertise, problem-solving, and customer service.

Customer Service Troubleshooting Technical Support Escalation Management Mac Hardware Diagnostics Cloud Based Software Troubleshooting Customer issue resolution Mentoring and Coaching MacOS iOS

Apple Support Advisor

Apple

Mar 2020 - Feb 2021 (11 months)

Provided remote technical support for customers, troubleshooting hardware, software, and connectivity issues while delivering excellent service. Consistently performed among the top percentile of advisors, demonstrating strong technical knowledge, communication, and problem-solving skills. Resolved complex customer concerns efficiently while maintaining high standards of customer satisfaction.

Technical Support Remote Remote Work Remote Support Troubleshooting Customer Service Customer issue resolution Cloud Based Software Troubleshooting Problem Solving And Time Management Skills Customer Satisfaction

Independent Family Support Consultant

self-employed

Jun 2017 - Apr 2021 (3 years 10 months)

Provided individualized support and guidance to families navigating complex challenges. Coordinated services, developed practical solutions, and advocated for client needs. Managed sensitive situations requiring discretion, empathy, and sound judgment. Built strong relationships with families and service providers while maintaining clear communication, documentation, and follow-through.

Coordination Communication Skills Problem Solving Conflict Resolution Tactical Empathy Negotiation

Educator

Marblehead Public Schools

Aug 2016 - Jun 2017 (10 months)

Led a second-grade classroom, developing lesson plans and creating a supportive learning environment. Adapted instruction to individual student needs while managing daily classroom operations. Collaborated with families, colleagues, and administrators to support student development, resolve challenges, and maintain effective communication.

Classroom Management Communication Skills Training and Development Problem Solving And Time Management Skills Conflict Resolution Leadership Planning

Residential Treatment Director

Edgewood Center

May 2011 - May 2013 (2 years)

Directed two residential treatment programs and supervised approximately 30 employees, including management-level staff. Oversaw daily operations, staffing, budgets, compliance, and service delivery. Led crisis management, employee training, performance evaluations, and professional development while ensuring quality care and operational efficiency.

Program Management Staff Supervision Crisis Management Operations Management Team Leadership Performance Management Training and Development Budget Management Conflict Resolution Regulatory Compliance

Relief Systems Manager

Edgewood Center for Children and Families

Mar 2007 - Apr 2011 (4 years 1 month)

Managed a relief staffing system supporting over 100 employees across residential treatment programs. Oversaw scheduling, recruitment, onboarding, training, and staff development. Coordinated staffing coverage, resolved personnel challenges, and improved operational processes to ensure consistent service delivery and efficient daily operations.

Recruitment Staff Supervision Workforce Management Scheduling Training and Development Operations Management Team Leadership Conflict Resolution Process Improvement Resource Allocation

Education

Degrees, certifications, and relevant coursework

Salem State University

Bachelor of Arts, Education

Grade: 3.5-3.9

Activities and societies: N/A

Bachelor of Arts in Education with a concentration in Early Childhood Education. Developed skills in communication, leadership, instructional planning, problem-solving, and adapting approaches to meet individual needs.