L. E. Cortez

About L. E. Cortez

Bilingual (Spanish/English) product operations professional with an unwavering commitment…

Experience

1. Site Support Engineer

   Apple

   Feb 2015 — Present

   Develop, negotiate, and execute strategic deals for technology development, licensing and other partnership engagements with third parties.\\\\n{~} Support strategic projects and initiatives to improve developer experience, drive feature adoption, and guide developers towards the best technical solutions.\\\\n{~} Help developers identify, navigate and overcome technical or systematic complexities to drive adoption of new technology.\\\\n{~} Review and update approved technical resource documents, including knowledge base articles, release notes, and specifications.\\\\n{~} Provide feedback to product teams to ensure tool and platform roadmaps are aligned with and include elements requested by developers.\\\\n{~} Plan, develop, and implement online support projects to grow customer satisfaction, and build brand loyalty.\\\\n{~} Write and update high-quality user interface messaging.\\\\n{~} Organize and lead discussions for company-wide meetings, and maintain an open line of communication.\\\\n{~} Effectively tailor communication and style to differing audiences.\\\\n{~} Take ownership of the customer experience by being the final point of escalation, and liaise with the appropriate channels to resolve software integration or implementation issues.\\\\n{~} Evaluate key performance metrics to determine effectiveness and explore areas of opportunity.\\\\n{~} Assess proposed policies, programs, staffing, organizational design, and strategy for the organization.\\\\n{~} Curate a world-class experience by partnering with customers to resolve technical issues through superb troubleshooting.\\\\n{~} Set protocols and parameters for the new social media support channels.\\\\n{~} Acquire first-hand user information and use it for improvements in service and support delivery.\\\\n{~} Train employees to use new products and services.\\\\n{~} Create and implement activities to maintain and boost the team moral.\\\\n{~} Bring ideas to life that make Apple products more secure, safe and bolster customer trust.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n

Education

• California State University-Northridge

  Bachelor's degree, Computer Science

Skills

• Management
• Os X
• Program Management
• Software Quality Assurance
• Self-Driven
• Android Development
• Mac Os X
• Blogging
• Innovative Problem Solver
• User Experience
• Social Media
• Public Speaking
• Photoshop
• Php
• Customer Service
• Self Driven
• Android Testing
• Excellent Communication
• Social Media Marketing
• Creative Problem Solving
• Digital Media
• Usability Testing
• Web Design
• Software as a Service (Saas)
• Ftp
• Illustrator
• Adobe Creative Suite
• Content Management Systems (Cms)
• Blog Development
• Online Marketing
• Editing
• Html
• Ios Development
• Eye for Detail
• Teamwork
• Social Networking
• Microsoft Office
• SEO
• Technical Writing
• Fast Learner