Apple Service Technician & Internal Systems Developer

Apple Authorized Service Provider and managed IT firm. Delivered hardware service and client support while independently building the internal tooling the shop depends on daily.

Service & client support

• Performed Apple-authorized hardware repair across Mac, iPhone, and iPad — full diagnostics, display and logic board replacement, battery service, data recovery and backup, and post-repair verification per Apple Service Guides
• Managed the complete repair lifecycle: customer intake and quoting, GSX parts ordering and dispatch, warranty and VMI assessment, returns, RMAs, and Apple escalation cases
• Handled the customer queue end to end — scheduling, callbacks, status updates, and pickup — and regularly ran shop operations solo, including opening and closing procedures
• Supported managed-services clients on site: server decommissioning and migrations, QuickBooks Online and Fishbowl connectivity troubleshooting, new-system deployments, and end-user training

Systems & infrastructure

• Designed and implemented network segmentation for the shop, isolating service, business, and guest traffic
• Completed a company-wide SentinelOne EDR rollout and Addigy MDM switchover, covering endpoint onboarding, 2FA enrollment, and threat-detection monitoring; supported a parallel CrowdStrike Falcon migration on the managed-services side
• Built and maintained the company intranet homepage used daily by shop staff
• Installed and configured the shop's label print server and drove the QZ Tray / Dymo integration with the vendor through to resolution

Internal tooling built

• Parts-tracking database — designed and built a relational system replacing spreadsheet tracking of donor machines, covering machines, part types, per-machine part status, bin and shelf locations, staff users, and full transaction history of removals, reservations, and installs; deployed on both native LAMP and containerized paths
• Repair pricing calculators — built and maintained the pricing tables and calculators used to quote every job, later mapping the full model (markup tiers, labor rates, mail-in flat fees) into the new ticketing platform
• Intake and rental forms — built the machine intake and equipment rental forms feeding the tracking system
• Automation — wrote scripts and pipelines to remove manual work, including an automated RSS-to-CMS import that published industry news to the company site without hand entry

Platform migration & documentation

• Served as an internal lead on the migration from RepairShopr to Fixably: configured pricing, order statuses, product categories, system settings, OAuth2 clients, the booking app, and portal branding; built the product and consignment import datasets
• Authored a multi-stage illustrated Fixably Ticketing Workflow Tutorial used as internal training material, and trained staff on the new system
• Drove open vendor support threads to resolution — parts-to-GSX sync, dispatch handling, deposits and sales orders, cost estimates, AppleCare deductible configuration
• Wrote the Employee Onboarding SOP covering equipment assignment, access provisioning, company standards, and training sequence
• Produced a HaloPSA client-creation video tutorial and written procedure, plus internal knowledge-base articles on recurring service procedures
• Rewrote and reformatted the customer-facing service agreement

Apple Service Technician

Apple Authorized Service Provider and retailer.

• Performed authorized hardware repair and diagnostics across Mac and iOS devices
• Earned both ACMT and ACiT Apple service certifications while in role (2019)