NICHOLAS OLSON
Calgary
Summary
Accomplished Operations & Technology Leader with 15+ years of experience in software engineering, technical operations, and business strategy. Proven track record at Apple Inc. and Haven Luxury Homes, blending advanced technical skills with leadership in vendor relations, process automation, and support systems development. Holds a Master of Computer Science from Arizona State University. Recognized for developing globally adopted internal tools, leading multi-functional teams, and driving high-performance outcomes across diverse industries.
Overview
16
16
years of professional experience
1
1
Certificate
Work History
Operations Manager
HAVEN LUXURY HOMES
Calgary
01.2023 - 03.2025
- Established strategic partnerships with vendors and trades to secure project bids, optimizing procurement costs and project timelines
- Managed company-wide IT infrastructure, including network setup, NAS system implementation, and providing Apple hardware/software support
- Represented Haven at industry trade meetings, building valuable relationships with vendors and stakeholders
- Led onsite operations, overseeing demolition and landscaping tasks while managing trade personnel to ensure efficient execution
Software Engineer in Test
APPLE INC.
Cupertino
01.2012 - 12.2022
- Developed and piloted internal AppleCare tools (e.g., 'Core'), adopted globally and credited with improving team diagnostics and resolution time
- Applied graduate-level CS knowledge in systems design and process automation to optimize backend support workflows
- Participated in the initial rollout of Apple Chat, enhancing real-time digital support and customer satisfaction
- Specialized in process testing, backend diagnostics, and failure point analysis to eliminate systemic inefficiencies
- Received the AppleCare Excellence Award (ACEA) for three consecutive years - awarded to the top 3% of global support talent
- Collaborated cross-functionally with engineering, QA, and support teams to bridge technical and user experience gaps
Team Manager
SUPPORT.COM
Phoenix
12.2008 - 01.2012
- Supervised a team of 20+ remote technical support reps handling high call volumes, ensuring excellent service quality
- Oversaw quality assurance, performance tracking, and coaching to improve KPIs
- Led Project Rhino, helping secure and onboard the Comcast Support contract
Education
Master of Computer Science -
Arizona State University
Tempe, AZ01.2010
Bachelor of Science - Network Administration
DeVry Technical Institute
Phoenix, AZ01.2007
High School Diploma -
Sinagua High School
Flagstaff, AZ01.2003
Skills
- Operations and project management
- Business strategy and development
- Team leadership and staff management
- Process improvement and automation
- KPI tracking and performance monitoring
- Data management and analysis
- Quality assurance and control
- Troubleshooting and problem solving
- Microsoft Office Suite proficiency
- Apple iOS and macOS expertise
Certification
- Apple Mac Certified Repair Technician
- Apple iPhone Certified Repair Technician
- CompTIA A+ (Expired)
- Fall Arrest Certified
Timeline
Operations Manager
HAVEN LUXURY HOMES
01.2023 - 03.2025
Software Engineer in Test
APPLE INC.
01.2012 - 12.2022
Team Manager
SUPPORT.COM
12.2008 - 01.2012
Master of Computer Science -
Arizona State University
Bachelor of Science - Network Administration
DeVry Technical Institute
High School Diploma -
Sinagua High School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Key Projects And Achievements
- Core Support Tool (Apple Inc.), Designed and piloted a diagnostic and support automation tool adopted globally by AppleCare teams, significantly reducing average handling time and improving accuracy in tech support.
- AppleCare Excellence Awards, Recognized among top 3% of global Apple talent for performance, innovation, and impact in customer support systems., 3x Winner
- Project Rhino (Support.com), Led team operations and training initiative instrumental in winning and onboarding the Comcast Support contract, resulting in long-term business expansion.
References
References available upon request.
Languages
English, Proficient (C2)
Key Projects And Achievements
- Core Support Tool (Apple Inc.), Designed and piloted a diagnostic and support automation tool adopted globally by AppleCare teams, significantly reducing average handling time and improving accuracy in tech support.
- AppleCare Excellence Awards, Recognized among top 3% of global Apple talent for performance, innovation, and impact in customer support systems., 3x Winner
- Project Rhino (Support.com), Led team operations and training initiative instrumental in winning and onboarding the Comcast Support contract, resulting in long-term business expansion.
References
References available upon request.
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