Apple Inc.
The organization
Four Chicago locations across four years, covering technical support, certified device repair, customer data migration, small-business consulting, and team training.
The challenge
Diagnose and resolve technical problems for people who were often frustrated, on a deadline, and not technical, then teach others to do the same.
What I delivered
Diagnostics, certified mobile device repair, and Genius Bar service: the foundation of a calm, customer-facing technical practice.
Moving customers' data between devices: the smallest possible version of a migration, with the same rule that nothing may be lost.
Training programmes delivered across four Chicago locations, including groups of up to 100 employees.
Supporting five to seven small-business clients per month with technology decisions, setup, and ongoing problems.