Jason

Continuity+ Technical Support Advisor

Apple, Inc.

Utilize accumulated experience across various lines of business, employ critical thinking skills to offer perspective, overcome challenges, and build expertise • Exercise ability to quickly adapt, leverage knowledge to be successful, optimize productivity, and continually focus on details that produce excellent results • Work collaboratively with internal support groups to research, strategize, and document solutions to resolve complex issues

Leadership Academy Advisor

Proven accomplishments mentoring fellow advisors, writing constructive and actionable feedback, providing insights to improve performance metrics, monitoring progress, and encouraging growth • Demonstrated ability to make a positive impact within a team environment while also considering the contributions of other members in pursuit of the best approach or ideas • Graduated the 18-month Leadership Academy program having gained experience providing team manager support, cultivating relationships, and working collaboratively with peers

Content Management Systems Coordinator

Interviewed and selected to participate on a rotation with the Learning Systems and Operations team responsible for preparing training content for localization • Developed automation scripts and macOS Shortcuts to improve workflow processes making repetitive tasks easier — which were adopted by the wider content development audience

Interactive Content Producer

Interviewed and selected to participate on a rotation with the Advisor Media Resources team responsible for building interactive web-based media assets used by technical support advisors in knowledge base resources such as visualizers and assistants

Solutions Engineer

Support.com

Assisted with on-boarding process, system integration tasks, and conducted training classes in a virtual learning environment • Collaborated with engineering team to develop malware removal techniques and publish knowledge base articles to support agents using SharePoint Content Management System