Nino Valdez
St. Albert,Canada
Summary
I am an experienced Apple Service Technician with ACMT and ACIT since 2015 plus over 125+ product-specific certifications. I specialize in front-facing and above-beyond customer service, troubleshooting, diagnostics, and hands-on repair of all Apple Products. Recognized for demonstrating a natural aptitude for technology systems solutions, as well as for creating innovative network and technical support programs with a corporate presence, I worked for IT Helpdesk and Customer Service from 2006 - 2014 with various support and management roles. Former Store Leader for a famous Retail Chain for 5 years. Studied Bachelor of Computer Science in IT. Currently acquiring a Microsoft Cyber Security SC-900.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Genius
Apple Inc.
03.2021 - 03.2023
- Performs repairs of all products as required
- Troubleshoot, diagnose and resolve comprehensive technical problems for all of our products and their accompanying software
- Mentor Technical Experts and Technical Specialists on technical and customer service issues
- Troubleshoot, diagnose and perform repairs of iOS devices, Apple TV, Apple Watch, Beats, AirPort, and other devices and their accompanying software
- Explain where technical issues may originate from as a result of having extensive knowledge of hardware and software components
- Supports the pickup process for the team and customers
- Identify all customer needs and present product and service solutions
- Empathize when technology is not working as expected and explain difficult technical problems in terms the customer understands
- Support customers in a timely manner and balance priorities to achieve individual and team productivity goals
- Set reasonable expectations for customers and keep them informed and updated throughout their interactions
- Document all pertinent user information and the nature of the problem with accuracy in all supported systems
- Record all transactions accurately to maintain service and inventory part accuracy
- Develop product knowledge and research required information using all available tools and resources.
Technical Expert
Apple Inc.
03.2018 - 03.2021
- Troubleshoot, diagnose, and perform repairs of iOS devices, Apple TV, Apple Watch, Beats, AirPort, and other small devices and their accompanying software
- Knowledge of hardware and software components
- Identify all customer needs and present product and service solutions
- Empathize when technology is not working as expected and explain difficult technical problems in terms the customer understands
- Support customers in a timely manner and balance priorities to achieve individual and team productivity goals
- Set reasonable expectations for customers and keep them informed and updated throughout their interactions
- Document all pertinent user information and the nature of the problem with accuracy in all supported systems
- Record all transactions accurately to maintain service and inventory part accuracy
- Develop product knowledge and research required information using all available tools and resources
- Maintain knowledge of current in-store and online products and services, promotions, merchandise features, inventory, policies, and procedures
- Perform additional support like check-in duties or service functions as needed.
Technical Specialist (FRS)
Apple Inc.
08.2015 - 03.2018
- Explain where technical issues may originate from as a result of having extensive knowledge of hardware and software components
- Troubleshoot, diagnose and perform repairs of iOS devices, Apple TV, Apple Watch, Beats, AirPort, and other small devices and their accompanying software
- Identify all customer needs and present product and service solutions
- Empathize when technology is not working as expected and explain difficult technical problems in terms the customer understands
- Support customers in a timely manner and balance priorities to achieve individual and team productivity goals
- Set reasonable expectations for customers and keep them informed and updated throughout their interactions
- Document all pertinent user information and the nature of the problem with accuracy in all supported systems
- Record all transactions accurately to maintain service and inventory part accuracy
- Develop product knowledge and research required information using all available tools and resources.
System Administrator
Valtrans Transportation Services LLC
11.2014 - 06.2015
- Managing Windows or Mac systems
- Upgrading, installing, and configuring application software and computer hardware
- Troubleshooting and providing technical support to employees
- Creating and managing system permissions and user accounts
- Performing regular security tests and security monitoring
- Maintaining networks and network file systems
IT Helpdesk Support
ATOS Information Technology
04.2012 - 10.2014
- Create helpdesk ticket with step-by-step instructions on problem resolving techniques
- Hardware/Software installation and troubleshooting
- Diagnosed software-hardware problems, responding quickly, clearly, and resourcefully
- Regularly provided efficient technical support over the phone, remote connection
- Maintaining presentable phone demeanor, courteousness, and creativity
- Accurately documented all technical support and customer's help-desk interaction
- Followed helpdesk policies to the letter.
Sales Billing Specialist
The Resource Group Inc
09.2011 - 03.2012
- Communicate directly with customers using email, telephone, chat
- Identifies and resolves subscribers billing complaints
- Responsible for collecting, posting and managing account payments
- Bills payments, disputes, order status and tracking
- Generate sales for Landline, Cellphone, Cable, DSL service for AT&T and Direct TV
- Troubleshooting internet connection issues, call transfers, conference calls
- Promotional offers and discounts
Live Advisor/New Hire Mentor
Results Manila Inc
01.2010 - 04.2011
- Phone/device activation, programming installation
- Account activation, de-activation, cancellation, refund
- Bills payments, disputes, order status and tracking
- Training new hire employees, coaching, counseling etc…
Customer Service Rep/Workforce
PNI-KMPG Inc
05.2007 - 01.2010
- Communicate directly with customers using email, telephone and IM
- Order status, cancellation/refund, e-bay walkthrough
- Serve as initial contact point for all issues regarding schedules
- Develop accurate short- and long-term workload forecasts
- Control master systems files with schedule information and shift preferences
- Process day-off requests and update systems
- Determine workforce requirements to meet service level and response time objectives
- Determine agent schedules to meet call center objectives
Team Lead/ Cashier
Authentic American Apparel
12.2001 - 08.2005
- Supervising and coordinating staff activities, motivation, appraisal hiring and training sales staff
- Authorizing payments by cash, credit card and the return of merchandise
- Selling merchandise to customers, maintaining sufficient inventory and ordering merchandise
- Preparing reports regarding sales volumes, merchandising and personnel matters
- Resolving customer complaints and merchandise shortages
- Developing the strategic positioning of the store within the local market
- Ensuring the quality of customer service
Education
Bachelor of Science - Information Technology
AMA Computer College
Manila, PhilippinesHigh-School Diploma -
St.Rose Catholic School
Tarlac, PhilippinesElementary Diploma -
Salumague Elementary School
Tarlac, PhilippinesSkills
- Strong people skills and a knack for problem solving, ability to think critically and make decisions
- Ability to maintain composure and focus while troubleshooting and solving technical issues
- Multi-tasking, success in Team Environments, demonstrating shared responsibility and accountability
- Proven expertise in installing and configuring complex hardware and operating systems
- Proficient in delivering technical support especially Apple Ecosystem
- Hardware/Software Repair Troubleshooting
- Device configuration Setup Restore
- Hands-On repair (All Apple Devices)
Languages
English
Full Professional
Certification
- Apple Certified Mac Technician -Apple Inc.
- Apple Certified iPhone Technician - Apple Inc.
Timeline
Genius
Apple Inc.
03.2021 - 03.2023
Technical Expert
Apple Inc.
03.2018 - 03.2021
Technical Specialist (FRS)
Apple Inc.
08.2015 - 03.2018
System Administrator
Valtrans Transportation Services LLC
11.2014 - 06.2015
IT Helpdesk Support
ATOS Information Technology
04.2012 - 10.2014
Sales Billing Specialist
The Resource Group Inc
09.2011 - 03.2012
Live Advisor/New Hire Mentor
Results Manila Inc
01.2010 - 04.2011
Customer Service Rep/Workforce
PNI-KMPG Inc
05.2007 - 01.2010
Team Lead/ Cashier
Authentic American Apparel
12.2001 - 08.2005
Bachelor of Science - Information Technology
AMA Computer College
High-School Diploma -
St.Rose Catholic School
Elementary Diploma -
Salumague Elementary School
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