Juvenal G. Manikan

Experience

1. Senior Technical Support Engineer

   TP

   Oct 2019 — Present · Daytona Beach, FL, US

   Provides level 3 escalation support, ensuring the least amount of downtime for businesses and consumers utilizing Apple devices and ecosystem- Investigates and resolves complex technical and or emerging issues through close collaboration with client engineering, often capturing diagnostics data and whole devices, to aid in delivery of fixes and or software updates that mitigate security risks and improve user experience- Takes ownership of unique cases until resolution and replaces faulty devices when necessary to ensure optimal customer satisfaction; lowered customer complaints by 40% to improve overall brand reputation- Mentors newly promoted colleagues, easing their transition into senior support roles- Maintains feedback loop with client information security team, facilitating real-time updates on critical security issues (bug-bounty reports) to minimize potential security breaches- Curates internal messaging board that supplements client knowledge base on emerging issues and approved workarounds and reviews colleagues’ requests for technical assistance to client engineering prior to official submission.

Skills

• Cobol
• Product Development
• Analysis
• Perl
• Sql
• Visio
• Linux
• Vendor Management
• Html
• Inventory Management
• E-Commerce
• Public Speaking
• Process Improvement
• C++
• Business Analysis
• Javascript
• Ruby on Rails
• Troubleshooting
• Databases
• Ruby
• Git
• Program Management
• Css
• Visual Basic
• Project Management
• Integration
• Node.js
• Customer Service
• Management
• Web Analytics
• Writing
• Os X
• Windows
• Foxpro
• Programming
• Microsoft Office
• Jquery
• Test Driven Development
• Cascading Style Sheets (Css)
• Classical Guitar