Aidan Walsh - Former Anti-Fraud Analyst

Anti-Fraud Analyst at RSA Security

Nationality

Irish

Current location

Ireland

Work category

IT and Technology

Education

Bachelor/Degree

Aidan Walsh's iPhone Senior Product Specialist role at Apple Operations Europe (2007 - 2010)

Starting with the UK Launch of the iPhone in Nov 2007, worked as a member of Apple’s AppleCare iPhone and iPad Support team providing telephone based support to Apple customers in UK, Ireland, India, Singapore, and Australia, and to iPhone mobile carrier representatives in UK, Ireland, the Netherlands, Luxembourg and Belgium. The position included providing technical assistance to first level telephone support agents, and taking over and working directly with customers where it was deemed necessary to resolve issues as quickly as possible.

Primary Duties involved:
• Provide answers to any pre-sales queries related to iPhone and iPad devices
• Provide technical and procedural support to first level telephone support agents within Apple
and partner companies
• Provide after sales support to iPhone and iPad customers in relation to • Day to day device usage
• Syncing to OS X, Windows or MobileMe platforms
• Troubleshooting hardware issues that may arise
• Troubleshooting iOS software issues
• Troubleshooting iTunes issues on Windows and OS X
• Work with customers & Apple iOS Engineering departments to troubleshoot, workaround and resolve new issues resulting out of new software or hardware releases

Additional contributions:
• Prepared and delivered short classroom training on iPhone and iPad devices, iOS software and procedural queries.
• Provided at desk support for new and existing agents who required additional support with technical or procedural issues.
• Worked with iOS Engineering to provide and fact check information for a public support document
• Briefly transitioned to the MobileMe customer support team to provide web chat based support to customers experiencing syncing, billing and account based issues.

Company

Apple Operations Europe

Apple Operations Europe - Cork, Ireland

There were ideas about the way computers worked. We changed them. There were ideas about how music could be played. We changed them. There were ideas about what a phone was. We changed them. You get t…