Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Keywords
References
Timeline
Generic
Valerie McCauley

Valerie McCauley

Terre Haute

Summary

Dynamic Senior Technical Support Specialist with Apple, recognized for enhancing customer satisfaction through innovative issue resolution and expert troubleshooting. Proven ability to analyze technical issues and deliver timely solutions, leveraging strong collaboration skills to drive organizational goals. Adept in software deployment and passionate about providing accessibility-focused support.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Technical Support Specialist

Apple
Cupertino
08.2015 - 01.2025
  • Collaborated with cross-functional teams to identify and resolve recurring technical issues, reducing the need for escalations to engineering
  • Built strong relationships with diverse teams and customers, ensuring high levels of rapport and meeting customer satisfaction targets
  • Expertly diagnosed and resolved complex technical issues, delivering timely solutions and exceptional customer service
  • Guided customers through product setup by providing clear, step-by-step instructions via phone or online support
  • Coordinated with vendors to facilitate repair orders or warranty claims on behalf of customers
  • Maintained comprehensive logs of all customer interactions, tracking progress and ensuring timely resolution
  • Analyzed system performance data to identify trends and potential issues, recommending proactive solutions
  • Handled escalated customer service inquiries via phone, email, and chat platforms, providing quick resolutions
  • Developed in-depth knowledge of company products to deliver efficient and accurate technical support
  • Delivered technical support across a range of hardware, software, and cloud-based applications, including operating systems and native system applications
  • Specialized in troubleshooting and supporting macOS and iOS devices
  • Provided expert support for the full range of Apple devices

Technical Support Specialist

Sykes at Home - Microsoft
09.2014 - 08.2015
  • Troubleshot software issues, identifying and resolving technical problems efficiently
  • Managed customer accounts, ensuring accurate information and seamless support
  • Diagnosed hardware issues and facilitated repair orders to ensure timely resolutions
  • Specialized in providing expert support through phone and chat technical support channels
  • Resolved network connection issues, ensuring stable and reliable service for customers
  • Consistently recognized as a top performer in customer care, maintaining high satisfaction levels

Education

Associates - Paralegal Science

Kaplan University/Purdue University Global
Davenport, Iowa
08.2013

Skills

  • Team player
  • Independent worker
  • Adaptability
  • Organizational goals
  • Technical issue analysis
  • Troubleshooting
  • Machine Learning
  • Software deployment
  • Software evaluation
  • Creative problem-solving
  • Innovative issue resolution
  • Knowledge base development
  • Training materials development
  • Diagnosing issues
  • Reporting issues
  • Tracking trends
  • Collaboration
  • Customer support
  • Accessibility-focused support
  • Email support
  • Phone support
  • Chat support
  • Billing processes
  • MSS systems
  • SAP systems
  • Software as a Service (SaaS)
  • System configuration
  • Setup
  • Mobile Device Management (MDM)
  • Profile installation

Certification

CompTIA A+ certification exam, in progress

Personal Information

Title: SENIOR TECHNICAL SUPPORT SPECIALIST

Keywords

  • Saas
  • Billing
  • Technical Support
  • Enterprise
  • Billing Issues
  • Customer Support

References

References available upon request.

Timeline

Senior Technical Support Specialist

Apple
08.2015 - 01.2025

Technical Support Specialist

Sykes at Home - Microsoft
09.2014 - 08.2015

Associates - Paralegal Science

Kaplan University/Purdue University Global

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Valerie McCauley