OBJECTIVE

Hard-working team player seeks permanent full-time Project Management position;

seeking to build upon solid foundation in computer technology and technical mana
gement.
ACCOMPLISHMENTS
* Consistently maintains required personal metrics in iPhone HBA Advisor Positio
n
* Apple iPhone Training: Graduated in the top three of the Class
* Recognized as iPhone Star Agent for performance
* iPhone Apple Expert
* Proficiency in Apple-based Applications: iPhone Technical Support, general iMa
c use, cross-trained to iPod support, also supports the iPad
* Proficient in: Microsoft Windows (XP, Vista, and Windows 7), Microsoft Excel,
Word, Access, Outlook, and Project, Visual Studio 2005, and hardware and softwar
e troubleshooting and Maintenance
* Completed BS online and is maintaining a 3.97 GPA in online Graduate courses
* Participated as a Top performing Agent in a three week turnaround from #12 in
the world to #1 in the world, and played an integral role in that turnaround by
coaching and mentoring several other agents.
EXPERIENCE
Apple, Inc. January 2009 to Present
AppleCare Tier 1 iPhone and iPad Advisor HBA
* Action Oriented: enjoys working hard and enjoys a challenge. Is not afraid of
change
* Boss Relationships: relates well to bosses, likes to learn from more experienc
ed people.
* Business Acumen: understands the business of business, understands competition
* Career Ambition: knows where she is going and what it takes to get there. Wat
ches for opportunities to advance her career.
* Caring about direct reports: Cares deeply for those she works with, is loyal,
empathetic, and caring. Understands others.
* Comfortable with all levels of managers
* Compassionate: genuinely cares about people.
* Creative: is very creative in workflow, procedures, and makes connections bet
ween usually unseen notions, loves brainstorming.
* Customer Focus: is dedicated to educating customers, tries very hard to meet a
nd exceed customer expectations.
* Delegation: shares responsibility and accountability, trusts others to perform
as requested, allows other to do their work without constantly looking over the
ir shoulders.
* Managing Diversity: deals effectively with all races, nationalities, cultures
, disabilities, and both sexes. Supports equal and fair treatment of all.
* Ethics and values: Adheres to an appropriate set of core values and beliefs;
practices what she preaches.
* Functional/Technical Skills: has the functional knowledge and technical skill
s necessary to do the job at a high level of accomplishment.
* Integrity and Trust: Keeps confidences; admits mistakes; doesn't misrepresent
herself for personal gain.
* Intellectual Horsepower: Is bright and intelligent.
* Learning on the Fly: Learns quickly, is open to change, seeks constant improv
ement; enjoys a challenge.
* Listening: Practices active listening; is patient with others.
* Drive for Results: Is constantly and consistently one of the top performers.
* Self Development: committed to personal development and lifelong learning; ef
fectively uses strengths, and works to improve weaknesses
* Standing Alone: will stand up and be counted: doesn't shirk personal responsi
bility; is comfortable working alone on tough assignments
* Technical Learning: is good at learning new industry, company, product or tec
hnical knowledge; has a deep seated interest in technology
* Time Management: values time; uses time efficiently; gets more done in less t
ime than others.
* Work/Life Balance: is not one-dimensional, knows how to balance work and pers
onal goals.
* Written Communications: is able to write clearly in a variety of settings and
styles.
Apple Account / Volt Technical / Denver Flex Site October 2008 to January
2009
iPhone Tier 1 Support Agent
* Successfully completed 3 weeks of Apple iPhone training
* Successfully complete all Self-guided training and pass with very high scores
* Provide confident, professional, and empathetic customer support
* Mentor and support other agents
* Customer Satisfaction: 100%, Agent Expertise: 100%, Agent Listening: 100%,
First call resolution: 85.71%,
* iPhone Subject Matter Expert
* Agent Details: Actual call resolution: 94.01%, Actual logging 96.57%,
* Recognized as a Star Agent for performance for the Denver Flex iPhone Call Ce
nter
* Perfect attendance record

Castle Rock Veterinary Clinic April 1997 to Februa

ry 2008
Veterinary Technician
* Troubleshot and maintained $50,000 worth of computerized laboratory instrument
ation
* Educated clients successfully
* Managed selection, interviewing, training, and evaluation of student interns
* Mentored and trained new employees
* Managed and organized $40,000 worth of inventory
* Cared professionally and empathetically for patients
* Provided professional customer service by answering questions and assisting cl
ients with sometimes difficult decisions regarding their pets

EDUCATION
Keller Graduate School of Management
Candidate for Master of Science in Project Management in October 2010
* Coursework in Networking, Human Resource Management, Managing Organizational C
hange, Telecommunications Management, Quality Management, Marketing, Project Man
agement, and Leadership
* GPA 3.97
DeVry University
Bachelor of Science in Technical Management, Summa cum Laude (June 2008)
* Coursework in Networking, Management, and Business
* GPA 4.0
* Member of the International Honor Society Sigma Beta Delta
Eastern Wyoming College
Associates of Applied Science in Veterinary Technology (1996)
* GPA 3.75
ASSOCIATIONS
Sigma Beta Delta: National Honor Society, Member since 2008
Cambridge Who's Who 2009-2010