Zackary Brown
Operations Specialist & Advisor
I'm a tech and operations professional who focuses on making work easier through better systems and processes. My background is in IT support, system implementation, and helping teams work more effectively.
I enjoy the challenge of improving workflows, creating documentation that actually gets used, and building tools that solve real problems. My experience includes system troubleshooting, cross-functional project work, designing onboarding programs, and training teams on new processes.
What I do best is bridge the gap between technical teams and the people who actually use the systems day-to-day. I like taking messy, real-world problems and figuring out practical ways to solve them that can actually scale.
Work Experience
Growth - Member Experience
- Partner with Deployments and Engineering to triage and resolve installation and post-install issues involving battery systems, home electrical setup, connectivity, and outages.
- Diagnose issues using site and system signals like home voltage readings, battery status/telemetry, connectivity health, and installer notes to identify root cause and next steps.
- Track and manage high-volume cases across internal systems, ensuring clean documentation and tight handoffs between support, deployments, and engineering.
- Own customer communication during active issues, setting expectations, coordinating updates, and keeping cases moving until full resolution.
Service Support Field 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.
Founder, Product and Operations
- 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.
Enterprise & Education Technical Support Advisor
- Advised and led macOS/iOS deployments, migrations, and integrations for education and enterprise clients.
- Supported identity and network services including 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 Business Administration - Computer Information Systems
Associate of Science - Computer Information Systems
Certified Associate in Project Management (CAPM)
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.
Classic Book Finder
A simple, guided tool that helps readers discover classic books through easy selections based on genre, mood, and interests.
MotoObsession
A video and content brand focusing on motorcycles, fast cars, and cutting-edge technology.