Manages the enterprise mobile device management (MDM) platform supporting flight control, inflight, operations, and maintenance environments. Ensures availability, end-user support, and regulatory compliance for both software and hardware. Provides mobile device setup, user training, and technical documentation.

• Administrator for all iOS hardware and application deployments using Omnissa Workspace ONE UEM.
• Manages lifecycle and support for company mobile devices, including iOS, macOS, Honeywell baggage scanners, inflight payment, provisioning, configuration, compliance, and updates.
• Tests, validates, and deploys new mobile hardware and software in regulated operational environments.
• Provides support for the Apple hardware and software ecosystem, including macOS and iOS.
• Manages cellular services, SIM provisioning, and mobile connectivity for iPhones and outstation networking equipment.

Provided on-site technical support for major events at U.S. Bank Stadium.

• Supported stadium audio-visual systems, computer systems, and iOS devices during live events.
• Prepared, deployed, and supported technology solutions in coordination with the IT team.

Provided Tier II enterprise support for iOS hardware and software supporting a nationwide field service and management organization. Resolved escalated technical and data-related issues for mission-critical iOS applications. Supported enterprise platforms including Salesforce, RizePoint, and Formsite.

• Managed Tier II support requests via phone, email, and ServiceNow.
• Supported iOS device deployment, configuration, and troubleshooting using AirWatch (Workspace ONE) MDM and cellular carrier portals.
• Fulfilled requests for internal reporting, services, and compliance metrics.
• Delivered hardware and software training for field associates and management teams.

Delivered world-class technical support in a high-volume Apple Retail environment at the Mall of America. Maintained technical expertise with evolving hardware and software repair workflows. Demonstrated multitasking, problem-solving, and customer empathy while collaborating with team members to enhance support practices. Partnered with business teams to deliver technical presentations and support Apple business solutions.

• Consistently recognized for high Net Promoter Score (NPS) ratings and customer satisfaction.
• Mentored Genius staff and delivered Family Room training to newly hired Geniuses.
• Provided in-store technical training and solutions consulting for business customers.
• Conducted performance discussions with Genius staff, addressing goals, issues, and development needs.
• Managed daily Genius Bar scheduling and staffing to ensure optimal coverage and service levels.