Nikki Buzash
Sanford
Summary
Tech-savvy professional with over 15 years of experience providing exceptional customer service and technical support in both corporate and educational environments. Expertise in troubleshooting and maintaining hardware and software across macOS, iOS, and Windows systems. Strong analytical, communication, and teamwork skills with a proven ability to adapt quickly to new environments. Committed to contributing to team success, continuous learning, and professional growth while maintaining a positive and proactive attitude.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Technical Specialist
APPLE INC
Raleigh, NC
08.2025 - Current
- Diagnose and troubleshoot hardware and software issues on Apple products (iPhone, iPad, Apple TV, Apple Watch)
- Educate customers on product features, settings, and best practices
- Guide customers through data backups, restores, and Apple ID/iCloud issues
- Document customer cases accurately using Apple’s internal systems
- Escalate complex issues to higher-level support when needed
Senior Technical Support Specialist
LONG ISLAND UNIVERSITY
Greenvale, NY
06.2022 - 06.2025
- Managed a team of 7 Helpdesk technicians, tracking ticket assignments and escalations to enable prompt solutions of technical issues
- Created a comprehensive troubleshooting guide to support new Helpdesk technicians, and to serve as a reference for common issues and fixes
- Provided technical support to staff, faculty, and students in-person, via phone and email, and remotely (through SCCM, Zoom), while maintaining accurate and detailed documentation in the Footprints help desk ticketing system
- Managed hardware and software maintenance on both macOS and Windows systems campus wide
- Executed faculty offboarding and onboarding, including ensuring software upgrades on university devices and working with the System team to provision appropriate account rights in Active Directory and Microsoft 365
- Supported AV installation in classrooms and conference rooms to ensure smooth working
Genius Administrator
APPLE INC.
Manhasset, USA
12.2017 - 06.2022
- Managed day-to-day repair room operations, refining processes to reduce turnaround times and enhance customer service
- Trained newly hired technicians on technical repair procedures and customer service excellence
- Oversaw inventory management using SAP system, ensuring accuracy, and minimizing shrinkage
- Served as a bridge of information between customers and technical staff, clearly explaining repair procedures
- Collaborated with management to refine repair procedures and improve team efficiency.
Genius (Mac Certified Technician)
APPLE INC.
Manhasset, USA
08.2011 - 12.2017
- Performed hardware/software repairs for Apple products (iMac, Mac Pro, Mac Mini, Macbook Air, Macbook Pro, Apple Watch, iPhone, and iPad)
- Kept thorough and accurate documentation of up to 25 in-person customer interactions daily, ensuring clear communication and effective resolutions, resulting in improved customer satisfaction
- Led onboarding training for new technicians, ensuring consistent service standards
- Fostered a culture of team engagement and open communication, particularly when providing constructive feedback, to encourage growth and enhance overall team performance
- Collaborated with Apple engineers on advanced troubleshooting and Early Field Failure Analysis
- Participated in multiple in store leadership experiences
Education
Associate Degree - Digital Arts And Media
CUNY Queensborough Community College
Bayside, NY08-2011
Skills
- Technical Troubleshooting
- Problem Resolution
- Customer Service
- Hardware and Software Troubleshooting
- Team Leadership and Training
- In-depth Understanding of Apple Ecosystem
- Skilled in Windows 10 and 11 Environments
- Printer Troubleshooting
- Proficient in Microsoft Office 365
- Familiarity with Google Suite Tools
Certification
- Apple Certified Mac Technician
- Apple Certified iOS Technician
- IOS Service Certification
Timeline
Technical Specialist
APPLE INC
08.2025 - Current
Senior Technical Support Specialist
LONG ISLAND UNIVERSITY
06.2022 - 06.2025
Genius Administrator
APPLE INC.
12.2017 - 06.2022
Genius (Mac Certified Technician)
APPLE INC.
08.2011 - 12.2017
Associate Degree - Digital Arts And Media
CUNY Queensborough Community College