Venzon Ariola

Technical Support

Apple•  August 2010 - November 2015

• Managed escalated technical support calls from Tier 1 to address and resolve complex iOS, Mac OS and Windows issues, ensuring a focus on achieving first-call resolution. • Utilized advanced technical knowledge and skills, contributing to an 88% customer satisfaction rate. • Implemented detailed documentation of service requests in Zendesk, capturing essential information from Tier 1 support and customers, including root causes, troubleshooting steps, and resolutions. • Exhibited a profound understanding of Apple products, services, and technical specifications, leading to a 12% reduction in customer complaints. • Applied remote support tools proficiently to diagnose and resolve customer issues, resulting in a 25% decrease in customer wait time. • Collaborated closely with the Engineering Team to offer valuable insights and input for addressing bugs and issues encountered during escalation calls. • Utilized JIRA to report bugs and issues efficiently, providing crucial information to the Engineering Team and aiding in the isolation of problems for timely resolution.

Centennial College

Software Engineering, BE•  January 2021 - April 2023

Graduated with a GPA of 3.9