Zackary Brown
Operations Specialist & Advisor
Work Experience
Service Support Operations Advisor
• Coordinate end to end for owner and fleet issues across field and central support, including triage, diagnostics, parts, scheduling, transport, and approvals.
• Build SOPs and job aids in SharePoint; run QA on content and workflows to keep documentation accurate and reduce ramp time.
• Stand up onboarding cohorts and refreshers; mentor advisors and run office hours that improve consistency and reduce escalations.
• Serve as a trusted internal consultant to regional leads and program managers; assess workflows, pilot new processes, and provide data-backed recommendations.
Product & Operations Lead
• Own P&L, operations, and brand strategy; lead product lifecycle end to end with strict quality control.
• Run multi-channel e-commerce across Shopify, Amazon, and Etsy; drive SEO, email/SMS, and paid social to sustain YoY growth.
• Build and optimize the Shopify storefront and app stack, improving conversion through UX, merchandising, and A/B testing.
• Manage supply chain, inventory, and production; negotiate vendors, control COGS, and cut material waste by ~20%.
• Automate production, fulfillment, and customer communications to reduce overhead and speed fulfillment.
IT Support Analyst
• Supported internal staff across macOS, Windows, ChromeOS, and iOS, resolving high ticket volumes within SLA.
• Administered SCCM deployments, MDM policies, and VoIP, reducing incidents and downtime.
• Troubleshot internal tools and CRM systems; partnered with app owners to triage issues and close root causes.
• Wrote KB articles and runbooks that enabled analysts to solve both common and edge-case issues; documented patterns to inform training and process fixes.
Enterprise & Education Technical Support Advisor
• Advised and led macOS/iOS deployments, migrations, and integrations for education and enterprise clients.
• Supported identity and network services - AD/LDAP, SSO, certificates, Wi-Fi/VPN - improving reliability and access control.
• Implemented and optimized large-scale MDM with Jamf Pro and Intune; integrated ABM/ASM, Automated Device Enrollment (ADE), and VPP, with legacy Profile Manager support where required.
• Standardized profiles and enabled zero-touch provisioning, accelerating device rollouts and reducing escalations.
Genius
• Diagnosed and repaired Apple hardware and software in a fast-paced Genius Bar, maintaining high first-time fix rates.
• Provided clear, empathetic troubleshooting and 1:1 training that improved product knowledge and drove top-tier regional NPS.
• Set accurate expectations and kept customers updated end to end, delivering same-day service whenever possible.
• Maintained repair room readiness by following Apple procedures, safeguarding customer data, managing parts, and documenting repairs; flagged recurring issues to reduce repeat visits.
Education & Learning
Bachelor of Arts - Business Administration (Information Systems)
Associate of Arts - Business Administration
Associate of Science - Computer Information Systems
Project Management Professional (PMP)
AWS Certified Solutions Architect
Featured Projects
Hide & Supply
Created content and digital templates to help leather crafters create and sell products using pre-made designs.
Triple Tour Watch Band
Designed and patented an innovative triple-wrap leather watch band for Apple Watch. Patent Number: USD850969S1
Tiny Big Question
An interactive website designed to spark meaningful conversations for training groups and team building.
Check The Trail
A website using AI and low-code tools that allows Austin mountain bikers to submit and check real-time trail conditions.
MotoObsession
A video and content brand focusing on motorcycles, fast cars, and cutting-edge technology.