Bruno Miguel De Jesus Carrasqueira

· Leads and coordinates a team of deskside engineers across 15 EMEA countries and locations

· Leads the coordination of field technical activities including installation, implementation, repair, preventative maintenance, and change upgrades.

· Ensures records and systems are maintained. Schedules personnel responding to critical situations.

· Serves as escalation and issue resolution point for onsite technicians

· Addresses escalated technical issues from less experienced team members

· Performs advanced trouble-shooting techniques to address complex technical issues

· Provides team leadership and mentoring.

· Acts as coach and mentor to lower-level technical specialist

· Distribute workload among team members.

· Identify training gaps in the team.

· Activities are diverse in nature and require independent judgment in determining the most appropriate course

· Leads and facilitates the development of common practices.

· Provides strong technical leadership for the field services organization.

· Strong verbal and written communication skills required.

· Strong knowledge in Asset management and ticket management.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Used ticketing systems to manage and process support actions and requests.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Monitored systems in operation and quickly troubleshot errors.
• Offered assistance in implementing and developing training programs.

• Providing technical support for business and education customers, Apple’s Pro-Apps (including but not limited to Final Cut Pro, Logic Pro, Aperture) and Server and Apple Configurator applications.