Leudy's Resume

Leudy

Live in United States

Nationality

Summary

100% Strong technical support background with relevant experience at Apple, meeting all criteria. 1, Full-time undergraduate or above, science and engineering majors are preferred, and Chinese reading and writing skills are preferred; Candidate has an Associate's degree in Cyber Security and another in IT, which meets the educational requirement, but there's no evidence of Chinese reading and writing skills. 2, 2-5 years of technical support service experience in consumer electronics industry, smart hardware, home appliance industry, and artificial intelligence industry, familiar with customer service workflow; Candidate has approximately 4 years of technical support experience at Apple and DISH Network, which aligns with the requirement. 3, Responsible for providing technical troubleshooting support and remote maintenance guidance for first-line upgraded customer consultation, including but not limited to telephone, video, online communication, work orders, etc.; Candidate's roles at Apple involved providing technical assistance and troubleshooting through various channels, fulfilling this requirement. 4, More than 2 years of technical support experience in toC (consumer-oriented) hardware products, and can effectively solve hardware problems encountered by customers during use. Candidate has over 2 years of experience in technical support for consumer-oriented products at Apple, which meets this requirement. 5, Applicants must be in the eastern and southern cities of the United States. Candidate is located in Raleigh, North Carolina, which is in the eastern United States, meeting this requirement.

Work experience

Feedback Platform Configuration Specialist (Rotation)
Apple
2023.05-Current
(2 years)
In this role, I utilize my skills in software configuration and integration to optimize feedback systems for the organization. I collaborate with stakeholders to understand their needs and customize feedback platforms accordingly. Using APIs, I integrate platforms with external tools, enabling seamless data exchange. I also develop custom workflows to meet unique requirements. My goal is to enhance data collection, analysis, and automation, empowering organizations to make informed decisions based on valuable feedback. Show less
Co-chair of Familia in Tech - Diversity Group at Raleigh 1
Apple
2023.05-Current
(2 years)
As a co•chair of a diversity group, I have the privilege of driving positive change and fostering inclusion within our organization. Working alongside a dedicated team, we lead strategic initiatives, plan events, and advocate for diversity, equity, and inclusion.
Mac+ Technical Support Advisor
Apple
2022.11-Current
(3 years)
As a Mac+ Advisor at Apple, my role is to provide personalized guidance and support to Mac users, helping them optimize their Mac experience. I offer technical assistance, troubleshoot issues, and recommend solutions to enhance productivity. I provide customer support through various channels, diagnose problems, and offer step•by•step instructions. I also offer product recommendations, coordinate repairs, and educate users. My goal is to ensure customer satisfaction and help users make the most of their Apple products. Show less
Technical Support Advisor
Apple
2022.03-Current
(3 years)
As an iOS Advisor at Apple, I have the privilege of providing personalized guidance and support to iOS users, ensuring they have a seamless experience with their Apple devices. I offer technical assistance, troubleshoot issues, and provide solutions for iOS software and hardware challenges. Whether it's helping customers with app functionality, device settings, or software updates, I'm dedicated to resolving their concerns and ensuring they make the most of their iOS devices.
Technical Support Engineer
IT Practice Inc.
2021.03-2022.03
(a year)
As a Technical Support Engineer specializing in computer networking, software troubleshooting, and server management, I am dedicated to providing exceptional customer assistance. I excel at resolving technical issues related to network connectivity, performance, and security, ensuring seamless network operations. Additionally, I possess expertise in troubleshooting software•related problems, guiding customers in resolving issues and optimizing software performance. With a deep understanding of server management, I assist customers in configuring and maintaining server infrastructure, ensuring reliable and secure data storage and access. Furthermore, I have experience in managing workstation deployments, facilitating smooth and efficient implementation of new workstations and software updates. My commitment to delivering top•notch support, combined with a comprehensive skill set, makes me a valuable asset in ensuring customer satisfaction and the smooth functioning of network, software, and server environments. Show less
Information Technology Field Technician
Piper Tech
2021.01-2021.03
(3 months)
As a Field Technician, I excel in cable management, patch panel installation, and network hardware deployment. I ensure seamless network connectivity by organizing and labeling cables, installing patch panels for centralized connections, and configuring routers, switches, and access points. My expertise in infrastructure installation guarantees reliable and efficient network performance.
Samsung care authorized Service Provider
DISH Network
2019.06-2020.05
(a year)
As a former Dish employee serving as a contractor for Samsung, I had the privilege of being a part of the Samsung care service provider network. I focused on delivering exceptional service for Samsung appliances, including repairs, warranty claims, and technical assistance. I was dedicated to ensuring that appliances such as refrigerators, washing machines, and ovens operated smoothly.
Field Service Technician
DISH Network
2018.04-2020.05
(2 years)
As a Field Service Technician at Dish Network, I Delivered top•notch satellite TV and internet installation, repair, and maintenance services. With expertise in mounting satellite dishes, connecting receivers, and ensuring optimal signal strength, I consistently provide reliable solutions to customers' needs. I am skilled in diagnosing and troubleshooting technical issues, resolving service interruptions, and improving overall system performance.

Educational experience

Wake Technical Community College
Associate's degree, Cyber Security
2020.01-2022.01
(2 years)
Universidad Tecnológica de Santiago UTESA
Ingeniería informática
2012.01-2015.01
(3 years)
Politecnico Ramon Dubert Novo
Associate's degree, IT
2009.01-2011.01
(2 years)