Innovative and insightful mechanical engineer with over three years experience with a strong background in thermal design, hardware manufacturing, and reverse engineering. Proven ability for proactive trouble shooting, ensuring smooth operations and optimal functionality. Strong leadership and communication skills to motivate colleagues and build strong alliances with clients. Looking to join a creative and challenging team where I can be a productive and perceptive asset.
Systems Administrator @ From March 2015 to Present (10 months) Software Support Specialist @ - Identified, analyzed, and resolved software problems quickly and intelligently to best satisfy the customer's needs.
- Determined root causes of a problem; accurately classified and escalated the cause when necessary.
- Proactivaly sought opportunities to further customer satisfaction and deepen client relationships through effective interactions and communication. From January 2014 to March 2015 (1 year 3 months) Lead Genius @ - Supervised the day-to-day operations of Apple’s service business under the direction and supervision of a Manager.
- Supervised the Genius and Service Specialist team in providing complete and appropriate solutions for every customer.
- Contact and brief management of the day-to-day activities in the service area, and provided up to date information to the Genius and Service Specialist teams and management team regarding issues effecting the service business and store.
- Acted as a point of contact for customer service escalations and worked with management to ensure all are addressed in a timely manner.
- Provided front line support for escalated technical issues, repair/service matters including off site repair centers, engineering, parts, etc.
- Responsible for training new Genius and Service Specialist team members.
- Helped identify training opportunities for the Genius and Service Specialist teams.
- Worked with management to identify trends in the service business.
- Helped develop strategies for improving customer satisfactions in various metrics at the Genius Bar.
- Helped to maintain and exceed the company’s goal for service part variances.
- Worked with Inventory Control Specialists to resolve all service part variances.
- Assisted with candidate tech screens when requested by management.
- Ensured compliance with all AppleCare procedures. From June 2013 to January 2014 (8 months) Genius @ As a Genius, I provided insightful advice and friendly, hands-on technical support to Apple customers in need. I quickly diagnosed product issues on the spot, explained situations with patience and empathy. After determining whether repairs could be done or a replacement was needed, I offered solutions to quickly get users up and running again. Even if I was juggling more than one customer, I stayed conscious of their time demands as well as my own. I fulfilled Apple's service commitment with style, speed, and skill. And I earned the trust of customers and coworkers alike as I offered guidance, knowledge, and even tips and training. From December 2011 to June 2013 (1 year 7 months) Genius @ As a Genius, I provided insightful advice and friendly, hands-on technical support to Apple customers in need. I quickly diagnosed product issues on the spot, explained situations with patience and empathy. After determining whether repairs could be done or a replacement was needed, I offered solutions to quickly get users up and running again. Even if I was juggling more than one customer, I stayed conscious of their time demands as well as my own. I fulfilled Apple's service commitment with style, speed, and skill. And I earned the trust of customers and coworkers alike as I offered guidance, knowledge, and even tips and training. From September 2010 to December 2011 (1 year 4 months) HVAC/Construction Support Engineer @ - Designed, built, and implemented a ventilation equipped payload tube ladder as well as a forced hot air module heating system which included all pressure drop and heat transfer calculations.
- Developed analysis of heating and cooling requirements for various components to compare water to air-cooling and its affects on VIRGINIA Class submarines resources and performance.
- Reviewed rip-out/installation drawings and provided on-site direction.
- Testing (wind tunnel) and K-factor calculation of new ventilation screen for system balancing
- CATIA and Solidworks experience From June 2009 to September 2010 (1 year 4 months)
Bachelor of Science (BS), Mechanical Engineering @ Penn State University From 2005 to 2009 Mark Taylor is skilled in: Mechanical Engineering, Test Engineering, HVAC, OS X, Thermal Analysis, HVAC Design, Thermal Engineering, iOS, iWork, iPhone, iPod, iPad, Leadership, Mac OS X Server, Mac