Jordan - Tier 2 Support Specialist with 5+ years in tech support and team leadership

San José, San José, Costa Ricaen

Provided Tier 2 support for Apple ecosystem including troubleshooting macOS, iOS, and hardware issues.

Led technical support team at Avalon, mentoring agents and creating documentation to improve workflows.

Publicado en CazVid

Resumen

Experienced support specialist with leadership in technical troubleshooting, team mentoring, and project management across tech and logistics domains.

Logros Clave

Managed deployment and logistics for multiple projects, enhancing cross-team coordination.

Habilidades

Technical Support (Apple, Network Security, Fraud Prevention)Advanced

Provided technical support for Apple devices and networks, diagnosing performance and connectivity issues.

Team Leadership & MentoringAdvanced

Mentored support staff, led team initiatives, and created documentation to improve team performance.

Project & Logistics ManagementIntermediate

Managed deployment of personnel, transportation logistics, and fleet operations across multiple projects.

CRM & ERP SystemsIntermediate

Utilized Salesforce, HubSpot, SAP, Oracle NetSuite, QuickBooks, and Freshdesk to manage support workflows.

Idiomas

Experiencia

Tier 2 Support Specialist / Team Lead

Avalon (Apple)

June 2025 - Present

Provide Tier 2 support for Apple hardware and software including macOS, iOS, and internal platforms., Collaborate with engineering and product teams to improve workflows., Diagnose performance, connectivity, and compatibility issues., Create and maintain technical documentation., Mentor support...

Project Manager &amp; Transportation Coordinator

Staffing International

2012 - 2018

Managed deployment of personnel across multiple projects., Oversaw transportation logistics., Executed fleet management tasks., Resolved logistical issues., Improved cross-functional coordination.