Mark McAvoy

5008 West Wind Trail #101 • Sunset Valley, Texas 78745 •

Home (512)-300-0710 • Cellular (512)-554-5643 • mark.mcavoy@gmail.com

Experience Apple, Inc. Austin, Texas

Tier II / Product Specialist for AppleCare December 17, 2008 - August 28, 2009

Responsibilities

• Processed escalated issues from Tier I agents, using PeopleSoft issue tracking interface, about recently
released products, for which there was a need to assemble information about glitches, hardware faults, and
safety issues.
• Consulted on troubleshooting of issues from Tier I agents, about Operating System, Portable and Desktop
Hardware, Application, and Network Appliance issues. Accepted transfers of these issues, if the issue
warranted further investigation and troubleshooting.
• Consulted on cases from Customer Relations, Executive Relations, Public Relations, Telephone Sales, and
Mac Geniuses from the Apple Retail Stores, and served as escalation point, before consulting Product
Engineering.
• Processed calls from Apple Service Providers in the United States, Canada, and New Zealand.
• Processed direct calls from Apple Field Engineers in the United States, Canada, Europe.
• Processed direct calls from dispatched support personnel, who needed assistance on-site with troubleshooting,
faulty parts return, new parts sent to site, and scheduling of dispatch personnel.
• Provided input to improve Tier I phone agent’s training development
• Sustained an alertness to potential product issues.
• Proactive in writing knowledge base articles and submitting suggestions for other support resources.
• Adhered to phone schedules and metrics.
• Provided input for product pre-release process.
• Was proactive and sensitive to potential Tier I training deficiencies.
• Provided input to improve the structure of the Tier I organization.
• Properly organized cases in PeopleSoft and the escalation Database.
• Submitted “Seizure” reports to engineering for “Initial Area Failure Analysis” process, to isolate & analyze
hardware issues in newly released products.

Customer Services Rendered

• Top Level Tier I support for rollover calls when Tier I queue was at capacity (OS, Hardware, Software).
• Resolution of financially sensitive technical issues, through Merchandise Return Authorizations,
and Merchandise Replacements.
• Hardware Repair Support for service providers.
• Acted as Apple, Inc. product protection net, to identify and isolate any potential product issue.
• Performed outbound calls to follow-up on written and scheduled escalations.
• Promoted customer self-sufficiency, for technical and nontechnical issues, by directing to online articles.
• Assisted customers with issuance of command-line instructions in Terminal (Bash Shell).
• Performed Customer support via E-mail.

Resources Utilized

• Escalation Support via the AppleCare Technical Escalation website.

• Hardware and Software replacement via Global Contact Resource Management (GCRM).
• Control of warranty exceptions via PeopleSoft Database.
• Access to and utilization of Global Service Exchange (GSX) and SAP Business Management Software.

Achievements

• Sustained a First Call Resolution of 98% or higher.

• Maintained 98% - 114% Case Logging
• Exceeded Sales Goals by 300%
• Mentored various incoming employees on Software, Networking, and Hardware
configuration and troubleshooting

Volt Workforce Solutions Austin, Texas

 Technical Support Contractor to AppleCare July 3, 2008 - December 17, 2008

Accelerated training, for Tier II / Product Specialist Position with AppleCare

• Took inbound calls in Tier I Capacity, and learned troubleshooting of wide range of Apple Products
including Portable and Desktop Computers, Networking devices, Operating Systems, and Applications
• Processed inbound trouble tickets, and forwarded on to proper escalation point.
• Processed issues for Apple’s MobileMe Service using LDAP tools.

US Robotics Hunt Valley, Maryland

Network Support Agent II Nov. 2005 –
June 2006

• I performed callback contact to customers' concerning Technical Issues that were beyond the Level I Agents'
collective knowledge base.
• I answered mIRC requests from Level I Agents who are experiencing difficulty in troubleshooting beyond
their scope of knowledge, in a timely fashion.
• I replaced customer's defective and faulty equipment, via RMA process, in Service Logistics Web Interface
to Innovate-IT Shipping Database.
• I coached and trained Level I Agents on call positioning, to help complete inbound calls in order to meet
Service Level Agreement with US Robotics Corporate Contract.
• I acted as buffer between irate customers, and Team Lead / Supervisor, who were demanding replacement of
equipment, and/or refund of monies.

US Robotics Hunt Valley, Maryland

Network Support Agent I Nov. 2005 –
June 2006

• I answer and troubleshoot Level I Technical Issues concerning a broad base of US Robotics equipment
• I answer E-mail from clients experiencing technical difficulty with their equipment.
• I mentored new recruits in the phone monitoring phase of their training.
• I mentored new class of 10 Support Personnel, and help acclimate them to the Vantage Ticket Tracking
Database.

MCI, Inc. Hunt Valley, Maryland

Telemarketer I May 2005 – Sept. 2005

• I was Telemarketing to Small to Medium Sized business, potential service switch to MCI for Leased Line
Accounts.
• I kept Sales quota above 125% of Company Established Sales Plan

M2 Multimedia, Inc. Sparks, Maryland

CEO and Founder, M2 Multimedia, Inc. Mar. 2001 – May
2005

I was supporting a client base of 30 Local Area Networks geared towards the small business user.
Tasks included:

• Operating system maintenance – Hard Drive de-fragmentation, Scheduled System Backups, Windows
Updates as needed, application installation and removal, User Account Administration,
Performance Tuning,
Resource Monitoring.
• Hardware Upgrades (NIC, Video Card, Sound Card, Firewire, SCSI, Memory Core, etc..)
• Network Maintenance – Infrastructure Implementation, segment manufacturing and testing, Switch
configurations (Cisco), Router configurations and maintenance (Cisco and Linksys), DNS
configuration, DHCP Implementation, SNMP Enabled Resource Modifications
and Monitoring.

Digex, Inc. Beltsville, Maryland

Support Center Technician (Tiers 1-3) Mar. 2001 – May 2005

• Internet Systems Administration: Tiers 1 through 3 troubleshooting, as it applies to client web

site problems. Initiate and dispatch problem cases to the appropriate service department,
dependent upon the issue: Technical Operations (Unix and NT), Networking Operations, Firewall
Operations, Monitoring, and Security.

• General System Administration Tasks: Start and Stop Services, Administer NT/Unix Users
(Add, Modify, Delete), delete files from and NT/Unix Server (old logs, and Temp files), assist client
 with file and directory permission changes (chmod, chown), killing processes and restarting as
necessary (WWW, FTP, NES), examine event logs, as needed, make sure stats are configured
and running per the Digex standard build (Web Trends), Remote reboots via ShutGui, RCMD /
Shutdown, init 1,2,5,6,0, basic sendmail troubleshooting (Forwards, Aliases, STOP/START),
Netscape Enterprise Server Basic Troubleshooting (Restarting WWW within NES), Stop/Start
Services via Command Line and GUI (NES, SSH, Sendmail)

• Network Related Tasks: Verifying connectivity / server availability via TRACERT and PING.
TRACEROUTE on Unix platform. Monitor, via PING –t, (PING –s on Unix) the Server reply as
machine is dropping, IN / OUT of Service (IS / OOS) a machine's traffic in Local Director Admin
Tool (Cisco), submit Weighted Algorithm requests (i.e. 50% of traffic to Server 1, 30% traffic to
Server 2, 25% traffic to Server 3, 5% traffic to server 4), Submit Round Robin Algorithm
Configuration changes, Submit Leased Connection Algorithm changes (i.e. which ever server, in
a multi-server site, that has the least amount of sustained connections, receives new traffic
request, and Distributive Director Requests (Shunting all site traffic from East Coast to West
Coast Sites).

Education Apple, Inc. Austin, Texas

Mac OS X (10.4.x - Tiger, 10.5.x - Leopard, 10.6.x - SnowLeopard) Administration July 2008 - Aug. 2009
iApplictions (iLife Suite, iWork Suite, iTunes), Networking Appliances (AirPort and
Time Capsule), MobileMe Administration (LDAP Tools)

Apple Certified Macintosh Technician Feb. 2009 - Feb 2010

Sun Microsystems Columbia, Maryland

Solaris System Administration (SCSA Sun Solaris 2.7 – 2.8) July, 2000
TCP/IP Networking for the Solaris Environment (SCNA 2.8 )

New Horizons Computer Learning Center Woodlawn, Maryland

Windows NT MCSE / IIS Learning Track May, 1999

University of Maryland Baltimore County

Catonsville, Maryland
Computer Sciences June, 1996

Summary of Qualifications
While my technical knowledge is diverse enough to be labeled a generalist, it is not
pigeonholed to any particular discipline. This has the characteristic of being malleable
and trainable. I have experienced enough platforms, whether it be NT, Unix, or the up
and coming LINUX, to make an informed choice as to career paths. Mac OSX and Linux Systems
Administration has the greatest appeal to me.