Francisco
Serrano

Hello, I'm Francisco! I'm a mathematician interested in solving meaningful problems that make the world a better place.

In my free time I enjoy reading, building small machines, tinkering with software, learn obscure skills, facilitate meandering philosophical conversations, debate, take pictures, draw, and dabble with 3D.

Connect with me if you'd like to learn more.

>Experience

Analytical Chemistry Intern - Apple, Inc

Jan 2019 – June 2019

Part of the Environmental Technologies group within Apple, I collaborated on design and development for products through the following:

  • Perform material testing on development products
  • Disassemble products and extract materials for chemical analysis
  • Operate laboratory instruments (XRF, IC, LIBS)
  • Use and improve workflow management tool (python)
  • Collaborate with experts to collect documentation and quality control

Genuis - Apple, Inc

August 2019 – Current

The Genius performs hands-on repairs of desktop and mobile devices. They also provide critical frontline customer support, creates experience that promote excitement about Mac ownership, and build long-term relationships with Apple customers.

  • Certified to troubleshoot, diagnose, and perform repairs of Macs, iOS devices, Apple TV, Apple Watch, Beats, AirPort, and other devices and their accompanying software.
  • Advanced level of troubleshooting hardware and software issues across a broad range of products and services in a customer service environment.
  • Ability to effectively engage in high level, self-directed time management and prioritization of workload.
  • Strong interpersonal skills and experience navigating customer service issues with empathy.
  • Ability to work in a fast-paced environment and make decisions quickly, sometimes under tight deadlines and pressure.
  • Proven success in team environments demonstrating shared responsibility and accountability with other team members.

Technical Expert - Apple, Inc

March 2017 – August 2019

The Technical Expert combines extensive functional troubleshooting skills with an ability to inspire excitement around ownership across the Apple ecosystem — with a focus on iPhone.

  • Certified to repair iOS devices.
  • Ability to listen and provide feedback and guidance to others.
  • Ability to identify patterns based upon prior troubleshooting experience to diagnose symptoms and causes.
  • Excellent verbal and written communications skills with ability to tailor communication and style to differing audiences.

Technical Specialist - Apple, Inc

January 2016 – March 2017

The Technical Specialist offers technical support and skilled troubleshooting for all customers while also generating excitement for our products and services. The Technical Specialist delivers exceptional service and ensures customers are empowered to get the most out of their Apple products and services. In addition, the Technical Specialist ensures customers are educated about all available ownership options.

  • Ability to analyze and solve technical problems.
  • Experience troubleshooting hardware and software issues in a customer service environment.
  • Strong interpersonal skills and experience navigating customer service issues with empathy.

  • Action-oriented and motivated to do what’s best for the customer and Apple, often anticipating and adjusting for problems and roadblocks.

Product Specialist - Apple, Inc

Nov 2015 – January 2016

The Specialist builds brand loyalty and creates owners of Apple products. The Specialist is approachable and curious, and engages customers before, during, and after a purchase. They ask questions and actively listen to our customers’ needs in order to demonstrate how Apple can enrich their lives. The Specialist is dedicated to delivering a customer service experience that is unlike any other.

  • Sales experience in a fast-paced environment.
  • Strong teamwork, interpersonal, and customer service skills.
  • Ability to prioritize tasks effectively.
  • Decisive, even under tight deadlines and pressure.

iOS Development Intern - DS Media Labs

May 2013 – January 2014

Design and build applications for the iOS platform. Unit-test code for robustness, including edge cases, usability, & general reliability.

    >Education

    Bachelor of Science: Mathematics

    University of Central Florida

      Associates Degree: Liberal Arts

      Valencia College

        Apple ACIT Certified

        Mobile Device Repair

          Apple ACMT Certified

          Mac Repair

            Jamf Professional Certified

            MDM Software Solutions

              >Skills

            • macOS
            • iOS
            • Troubleshooting
            • Git & GitHub
            • Python
            • Bash
            • >Tools

            • VS Code
            • XCode
            • Final Cut
            • Logic
            • Keynote
            • Terminal
            • Jira
            • Jamf MDM
            • Affinity Photo
            • Affinity Designer
            • Affinity Publisher
            • Pen & Paper
            • © 2020 - Francisco Serrano