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