Joseph Schneider

About Joseph Schneider

I’m a results-driven technology leader with 20+ years of experience transforming how global enterprises deliver IT support, operations, and customer success. My passion lies in creating scalable ecosystems that combine human empathy with automation, AI, and data analytics — turning support into a measurable competitive advantage.At Apple, I helped design next-generation employee support models using GenAI and predictive analytics. At Facebook (Meta), I led a global IT service organization supporting 64K employees across 185 sites — achieving 93%+ CSAT for 22 consecutive quarters while driving year-over-year cost efficiency. At the Executive Office of the President, I redefined executive support across the White House, improving service quality and response speed.My recent work with Astreya reimagined managed service support for enterprise clients like Google, Morningstar, Dropbox, and the Gates Foundation — embedding Voice-of-the-Customer insights into IT operations at scale.I’m passionate about aligning people, process, and technology to deliver effortless digital experiences for employees and customers alike. Whether building support organizations from the ground up or modernizing legacy environments with AI, my goal remains the same: create intelligent, data-driven support models that elevate both the user and the business.Core Strengths: IT Operations Leadership | Global Service Delivery | Customer Success Strategy | ITIL / ITSM | Digital Workplace | AI & Automation | CX / EX Strategy | Data Analytics | Continuous Improvement

Experience

1. Support Engineering - Ep & s

   Apple

   Feb 2026 — Present

   Strengthen the performance, scalability, and quality of the global IT user support ecosystem at Apple. • Optimize operational efficiency and workflow effectiveness to enhance service quality and user experience. • Integrate AI and automation responsibly, ensuring long-term architectural readiness for the organization.

Education

• University of California, Santa Cruz

  Certification, Engineering Project Management

  1989 — 1991

• University of California, Berkeley, Haas School of Business

  Certificate - Operations & Analytics

  2014 — 2014

• University of California, Santa Cruz

  BS, Economics

  1999

Skills

• Saas
• Vendor Management
• Crm
• Integration
• Enterprise Software
• Program Management
• Cloud Computing
• Outsourcing
• E-Commerce
• Salesforce.com
• Cross-Functional Team Leadership
• Public Speaking
• Telecommunications
• Technical Operations
• IT Strategy
• Fiscal Policy
• Data Center
• Project Management
• Product Management