DANA HOGGAN
Sacramento
Summary
Creative Media Senior Advisor at Apple Inc. with 15+ years of technical support experience and 25+ years in film and video production. Expertise in advanced troubleshooting for Apple Consumer and Professional Software, leading to improved customer satisfaction. Recognized for strong communication skills and dedication to quality, achieving high first-contact resolution rates and promoting effective teamwork.
Overview
22
22
years of professional experience
Work History
Creative Media Senior Advisor
Apple Inc.
Sacramento
01.2011 - Current
- Provide advanced support for Apple's Creative Media applications, helping customers, creatives, and professionals resolve complex issues in Final Cut Pro, Logic Pro, and related workflows.
- Leverage 25+ years of multimedia production experience to quickly understand user intent and diagnose non-obvious problems across hardware, software, and workflow boundaries.
- Serve as a trusted resource for peers on media-related cases, sharing best practices and approaches to troubleshooting creative workflows.
- Balance high case volume with quality and empathy, maintaining strong customer satisfaction and first-contact resolution over many years.
Apple Product Verification (Work Experience Rotation)
Apple Inc.
06.2021 - 10.2021
- Supported customers experiencing authentication-related issues and ensured proper handling of potential fraud, protecting users and Apple's ecosystem.
- Applied rigorous verification criteria to distinguish legitimate from fraudulent requests, balancing security, user experience, and Apple policy.
Wireless Multimedia Advisor
Apple Inc.
Sacramento
01.2009 - 01.2011
- Achieved rapid proficiency designing, troubleshooting, and supporting wireless networks for Apple customers, with a focus on multimedia and streaming workflows.
- Consistently maintained high customer satisfaction scores and high first-contact resolution by combining technical depth with clear, empathetic communication.
Qualification Engineer (Pro Apps)
Apple Inc.
Cupertino
01.2008 - 12.2008
- Certified third-party audio and video hardware from major manufacturers for use with Apple Professional Applications.
- Developed an automated testing process for file-based devices, improving consistency and efficiency of qualification workflows.
- Authored Qualification Guidelines for third-party hardware developers, clarifying requirements and strengthening the pro media ecosystem around Final Cut Pro and related tools.
Video & Auditorium Specialist
Palo Alto Research Center (PARC)
Palo Alto
01.2004 - 12.2008
- Managed all activities at the center's auditorium, including live events, presentations, and screenings, ensuring high-quality audio/visual experiences.
- Oversaw A/V installations and handled end-to-end multimedia production needs across the facility-planning, shooting, editing, and delivering content.
Education
Film Theory & Criticism
San Francisco State University
Film & Video Production
De Anza College
CupertinoSkills
- Final Cut Pro and Logic Pro
- Photos and iMovie
- Cinematography and editing
- Motion graphics and compositing
- Audio recording and mixing
- Quality assurance and testing
- Technical troubleshooting and root-cause analysis
- Customer communication and training
- Knowledge sharing and documentation
- Live event A/V support
- Collaborative teamwork and cross-functional collaboration
- Multimedia tools and workflows
Websites
Portfolio
Feature project in development: Alone But Never Alone (aka A Song for the Living) - a personal, music-driven, LGBTQ+ supernatural drama exploring memory, grief, and connection., Script pages and visual development, Teaser materials and proof-of-concept assets, Links to prior films and video work hosted via Vimeo, danahoggan.com
Relocation Pending
South San Francisco Bay Area (Palo Alto, Mountain View, Los Altos, or Cupertino)
Tools And Applications
- Apple Pro & Consumer Apps: Final Cut Pro, Logic Pro, Photos, iMovie, and GarageBand (certified in Final Cut Pro and Logic Pro).
- Film, Video, Audio, and Multimedia Production and Technical Support within the Ecosystem of Apple Hardware and Software Products.
Selected Recognition
- Columbus International Film Festival - Award for The Adventure Begins
- International CINDY Competition - Award for Storm Santa Clara: The First 30 Years
Accomplishments
Honorable Mention from the Columbus International Film Festival for The Adventure Begins
Timeline
Apple Product Verification (Work Experience Rotation)
Apple Inc.
06.2021 - 10.2021
Creative Media Senior Advisor
Apple Inc.
01.2011 - Current
Wireless Multimedia Advisor
Apple Inc.
01.2009 - 01.2011
Qualification Engineer (Pro Apps)
Apple Inc.
01.2008 - 12.2008
Video & Auditorium Specialist
Palo Alto Research Center (PARC)
01.2004 - 12.2008
Film Theory & Criticism
San Francisco State University
Film & Video Production
De Anza College