Carl Weitzel_

Conduent Business Solutions • Remote

• Achieved 94.02% CSAT across 180+ surveys and 80–90% first-contact resolution.
• Provided remote Tier 1–2 support for Windows, macOS, mobile, software, hardware, account, and network issues.
• Handled password resets, account unlocks, VPN/MFA troubleshooting, and escalated validated bugs with clear documentation.
• Contributed knowledge-base articles that reduced recurring tickets.

Apple Inc. • Hybrid

• Progressed from Tier 1 → Tier 2 → Mentor for macOS, iOS, networking, iCloud, and ecosystem services.
• Handled complex escalations, Wi-Fi/Bluetooth/VPN diagnostics, Apple ID recovery, and remote diagnostics.
• Demonstrated deep knowledge of Apple technical ecosystems, including networking and DNS configuration, Cloud services and custom domain name features, OS and Account recovery, device provisioning, backup and file system troubleshooting.
• Mentored new and transitioning advisors on troubleshooting workflows and de-escalation by providing real-time coaching, shadowing, and performance feedback to improve performance and customer satisfaction.
• Contributed to onboarding training that improved team efficiency.

Verizon • Onsite

• Diagnosed iOS/Android device and cellular network issues.
• Configured MDM-style controls, cloud backups, and APN settings for business users.

HCA Houston Conroe • Onsite

• Monitored real-time telemetry streams under strict uptime and HIPAA requirements.
• Troubleshot hardware, cabling, and network connectivity issues in a clinical environment.