Technical Support Engineer
eCatholic · Remote · Mar 2026 – Present
- Designed and implemented hardware configuration software that pings product IPs and works directly with the device web UI, turning a complex 30-minute technical process into a simple, accessible 10-minute workflow.
- Designed and built, end to end, a support repository platform that centralized all of the support team's operations tools.
- Reached the top three in support ticket volume with an average 95% satisfaction rating.
- Own hardware configuration and ticket escalation for the live streaming product, and maintain vendor relations with the hardware supplier.
- Perform beta product testing, write technical documentation ahead of version releases, and submit developer escalation requests when bugs are found.
Technical Expert
Apple Inc. · Colorado Springs, CO · Aug 2024 – Mar 2026
- Mentored and led technicians by modeling advanced troubleshooting habits, raising repair quality and consistency through hands-on coaching.
- Led technician development through clear, actionable growth plans that adapted to changing store and business needs.
- Trained and supported new technicians and sales partners while teaching internal teams the technical knowledge that improved sales conversations.
Technical Specialist
Apple Inc. · Colorado Springs, CO · Sep 2022 – Aug 2024
- Performed hardware repairs and device customizations across consumer and business products while holding a high bar for quality and accuracy.
- Documented repairs in detail and managed scheduling workflows to keep service organized, timely and customer focused.
- Diagnosed complex issues efficiently, set clear expectations with customers and escalated cases appropriately to protect turnaround time and satisfaction.
Specialist
Apple Inc. · Colorado Springs, CO · Oct 2021 – Sep 2022
- Sold over $250,000 in revenue to both business and individual clients.
- Coordinated technical solution strategies with technicians and clients.
- Led technical training sessions across several teams in the organization.