Veteran
Honorable service in the U.S. Army – Sergeant First Class (Feb 2004–Nov 2016)
Skills
Problem Solving
Troubleshooting
Customer Service
Fiber Networks
Technologies
Linux Server
Active Directory
Microsoft 365
MySQL Database
Experience
Helpdesk – FirstSource, LLC
(2021–2024)
- Managed and resolved 300+ trouble tickets monthly
- Coordinated service calls with advanced dispatch skills
- Specialized in fiber troubleshooting
Genius Bar – Apple, Inc.
(2020–2021)
- Diagnosed and resolved 100+ hardware/software issues weekly across all Apple products
- Provided top-tier in-person tech support, achieving 95%+ customer satisfaction
- Trained users on iOS/macOS best practices, reducing recurring visits
Store Lead – Optimal Wireless
(2018–2020)
- Collected political affiliation data from millions of users
- Opened and supervised multiple retail locations
- Managed staff in a high-paced environment
Gunnery Sergeant – US Army
(2004–2017)
- Platoon Sergeant directly supervised 30+ soldiers
- Advised and coordinated fire support operations
- Drafted tactical fire support plans
Education
Bachelor’s, Information Technology
Colorado Technical University (June 2023)
view diploma
Associates, Information Systems
American Military University (May 2010)
Certifications
LinkedIn Learning, De-Escalating & Customer Service (Mar 2023)
view certificate
References
Karla Sabanovic
Bank of America
(719) 963-4229
Karla_sabanovic@yahoo.com
Stephen Peters
Hargray Communications
(719) 492-5817
steve@hargray.com
Austin Myers
JDK Deliveries (Amazon)
(719) 602-4139
USDOT 3186975