1. WILLIAM LOPEZ
5510 Gateway Drive ¿ Salida, CA 95368 ¿ (408) 718-7465 ¿ willop@mac.com
As a dedicated and knowledgeable professional with 18 years experience in management, information
technology and process improvement, I seek a position where my skills and abilities are valued and can
benefit the organization.
® Track record of delivering world-class service and support to internal and external partners.
® Passion for quality and systemic approach to strategic solutions.
® Time management skills and priority setting to efficiently carry out responsibilities.
® Enthusiastic learner, eager to meet challenges and quickly assimilate new concepts.
® Adept ability to work well individually and within a multi-dimensional team environment.
® Experience with data analysis, identifying root causes, developing and implementing systemic and
operational adjustments to improve efficiency, productivity and cost savings.
® Advanced user of Excel, FileMaker, Keynote, Pages, OmniGraffle, FastTrack SAP.
PROFESSIONAL EXPERIENCE
APPLE COMPUTER, INC — Cupertino, CA
US Field Services Channel Manager, 1999 – Present
® Collaborate with a team of Channel Managers responsible for Apple’s service delivery for
approximately 1200 Apple Authorized Service providers.
® Build partnerships and serve as subject matter expert to other departments for product support
strategies, business development, contract requirements, fraud and escalations.
® Establish and manage a network of service location customized for Apple’s largest strategic
education accounts, including The State of Maine 1-to-1 portable program, LAUSD and NYDOE.
® Assist with the development of custom solutions to meet the needs of Apples’ strategic programs
and customer expectations in relation to service and support.
® Manage a team responsible for providing Apple Internal employee’s hardware and support.
® Develop and produce regular operational reporting in relation to success indicators, while
executing against action plans to address areas of opportunity.
® Focus on key metrics to drive customer satisfaction and reduce operational and warranty costs.
Achievements
® Increased and maintained customer satisfaction score above 90% and reduced operational cost via
improved technical performance, including repair turnaround, part usage and repair looper rates.
® Coordinated multiple successful training conferences including arranging all logistics, developing
program content and marketing event to hundreds of Apple technicians.
® Successfully completed assignment consisting of effectively managing service providers in Latin
America for two years in order to improve service operations in 29 countries.
Service Manager
® Effectively liaised between senior management and service technicians.
® Oversaw and encouraged the daily productivity of a team of 4 technicians.
® Diagnosed and repaired hardware and software issues on Apple equipment.
® Analyzed and improved service strategy in order to facilitate repair turn around.
® Managed and maintained departments database, including performance management, inventory
control and billing.
CENTURY THEATRES INC — Mountain View, CA
General Manager, 1997 – 1999
® Ensured the smooth running of the entire theatre operation through the effective management of
over 150 employees and 20 assistant managers.
® Responsible for human resource department including hiring, firing, promotions and raises.
® Examined daily grosses, overages and shortages.
® Developed training manuals to improve processes, reduce cost, increase revenue and deliver
efficient customer service.
EDUCATION
BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY
University of Phoenix, Sacramento, CA, 2006