Marsalis Burton
Walnut Creek
Summary
Customer-focused technology leader with 10 years of experience supporting infrastructure, operations, and complex technical systems. Skilled in building trust with stakeholders, leading teams through change, and ensuring customers successfully adopt tools and processes. Highly organized, proactive, and committed to delivering reliable, high-impact customer experiences.
Overview
10
10
years of professional experience
1
1
Certification
Work History
AHA Tier 2 Technical Support Supervisor
Apple
08.2020 - Current
- Internationally supervise via virtual communication 15+ Tier 1&2 technical support advisors, ensuring smooth operations and high-quality customer experiences.
- Mentor and coach team members through networking meetings, training, and knowledge-sharing sessions to improve performance.
- Wrote strategic business plans outlining need for departmental information technology resources.
- Lead cross-functional communication between teams, delegating responsibilities and improving response times to customer issues.
- Coordinated and participated in 7 pilot programs that successfully scaled into company-wide implementations for data analysis and customer support.
- Translate technical feedback into customer-friendly communication improving department efficiency.
- Recognized for consistently exceeding expectations in teamwork, leadership, and problem-solving contributions at Apple.
- Provide daily help desk support and resolve system needs to maintain operational efficiency and reduce downtime.
- Independently hosted and led team meetings to train staff on quarterly departmental updates and process changes, ensuring alignment and smooth adoption without direct manager oversight.
- Partnered across support, finance, and engineering teams to troubleshoot and optimize customer payments within Apple’s fintech systems.
Tier 1 Technical Support Advisor
Apple
07.2016 - 08.2020
- Technical support for all operations of Apple devices and accessions.
- Used ticketing systems to manage and process support actions and requests.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Worked on several pilot projects and created tools for all advisors within the Apple organization; such as onboarding modules to help employees transition from college to full time positions within Apple.
- Proven ability to manage multiple priorities simultaneously, from maintaining help desk responsibilities to system troubleshooting and project implementation.
- In a 4 year tenure; I maintained or exceeded my expectations in my role and received a award for being in the top percentile in my position 2018.
Education
BA - Sociology and Political Science
California State University
Sacramento01.2018
Skills
- Apple Certified Support Professional
- Project Management
- Hardware diagnostics
- Technical training
- Software diagnostics
- Remote support
- Technical documents comprehension
Certification
Apple Certified Support Professional (ACSP)
Hobbies and Interests
Entertainment Production, Cultural Anthropology, Machine Learning, Teaching, Community Service
Timeline
AHA Tier 2 Technical Support Supervisor
Apple
08.2020 - Current
Tier 1 Technical Support Advisor
Apple
07.2016 - 08.2020
BA - Sociology and Political Science
California State University