Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ernest Mashingaidze

Toronto,Ontario

Summary

Qualified Advanced Technical Support Specialist with over 6 years of technical support and customer service experience. Provides comprehensive hardware and software support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.

Overview

6
6
years of professional experience

Work History

Technical Support Specialist

Apple
07.2022 - Current
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Provided high-level technical support and resolved diverse range of technical issues across multiple systems and applications for customers and end-users.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Recorded and maintained relevant notes for each client.
  • Assisted with updating technical support best practices for use by team.
  • Identified potential sales and cross-selling opportunities and informed supervisor.

Field Design Engineering

Apple
07.2021 - 07.2022
  • My role required me having a solid understanding of cellular networks (5G/LTE/VoLTE/UMTS and GSM), having Strong log analysis skills, experiencing in debugging protocol and identifying physical layer issues in Cellular and GNSS technologies
  • With this knowledge and information I was tasked with building and conducting test plans on unreleased hardware & software.
  • With the results of the test plans I needed to generate system performance test reports with key performance indicators, highlight top issues and provide a succinct data-driven summary to senior management.

Product Zone Specialist

Apple
07.2019 - 07.2021
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Conducted product demonstrations to highlight features and redirect objections to positive aspects.
  • Created inviting environment for customers by maintaining store organization and cleanliness.

Enterprise Technical Support Specialist

Rogers
07.2017 - 07.2019
  • My responsibilities consist of diagnosing and resolving cellular network related issues escalated by the Tier 1 Business Regular department and IT Admins for commercial accounts.
  • My role as a Tier 2 Specialist consisted of opening ServiceNow Tickets and documenting all the interactions with the clients affected, the symptoms and the results of my investigation
  • My team had access to various tools, which we received extensive training on how to read and understand which helps us identify if the cause problem is on the device or network level, and what is causing the issue.

Education

Graduate - Computer Engineering

David Mary Thomson, Collegiate Institute
Toronto, Ontario
06.2013

Degree - Networking Security and Information Technology

University of Ontario Institute of Technology
Oshawa, ON
2018

Skills

  • Hardworking
  • Excellent communication skills
  • Very fast learner and able to adapt to any environment
  • Great problem solving skills
  • Able to document and type very detailed technical notes

Timeline

Technical Support Specialist

Apple
07.2022 - Current

Field Design Engineering

Apple
07.2021 - 07.2022

Product Zone Specialist

Apple
07.2019 - 07.2021

Enterprise Technical Support Specialist

Rogers
07.2017 - 07.2019

Graduate - Computer Engineering

David Mary Thomson, Collegiate Institute

Degree - Networking Security and Information Technology

University of Ontario Institute of Technology

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Ernest Mashingaidze