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technical support cases handled
San Francisco-based • AI Workflows • IT Support • QA Testing
I use AI as a practical tool alongside IT support and QA experience to solve technical problems, improve workflows, and support reliable execution.
San Francisco–based IT support and QA professional with hands-on experience using AI tools, troubleshooting Apple hardware and software, validating releases, training teams, and communicating technical issues clearly.
- 1,200+technical support cases handled in one quarter
- 98/100customer satisfaction score
- 150+employees trained and supported
Current focus
IT Support • QA • Technical Operations
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customer satisfaction score
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employees trained
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support, QA, training, operations
About
IT support and QA work, with calm execution.
I’m Ahmed AlOtaibi, a San Francisco–based IT support and QA professional with experience across Apple Retail, employee training, software validation, and hands-on technical troubleshooting.
I do my best work when I’m identifying issues, narrowing down root causes, documenting what matters, and helping teams or customers move forward without confusion. I like technical environments where careful testing, clear communication, and steady follow-through matter.
My background blends frontline troubleshooting with QA-style thinking: reproducing problems, validating behavior, spotting gaps, and explaining technical details in a way other people can act on.
What I bring
Technical Troubleshooting
QA Testing
Bug Reproduction
Technical Documentation
Training & Enablement
macOS / iOS Support
Swift
APIs & Automation
Experience
Experience across technical support, QA, and team enablement
Technical Specialist — Apple Inc.
Troubleshot hardware, software, account, and device issues across Apple products and services in a high-volume retail environment, balancing technical diagnosis, customer education, and service expectations in real time.
- Supported a high daily volume of appointments, walk-ins, and complex technical issues while maintaining strong service quality and ownership.
- Diagnosed device, connectivity, software, and account problems by gathering symptoms, isolating likely causes, and determining the right next step, including escalation when needed.
- Guided customers through repair options, setup flows, product limitations, and follow-up actions with clear, calm communication.
- Worked in a fast-moving retail setting where technical troubleshooting, queue management, documentation, empathy, and accuracy all had to happen together.
Training In-Store Experience — Apple Inc.
Created and delivered training that improved technical readiness, onboarding consistency, and team confidence in customer-facing troubleshooting.
- Trained 150+ employees on technical knowledge, workflows, and service readiness.
- Turned complex technical concepts into repeatable, coachable guidance.
Location Framework QA Test Engineer — Apple
Executed test plans for Location Framework features, validated regressions, and documented defects clearly for engineering follow-up.
- Reproduced bugs and documented findings clearly for engineering teams.
- Verified behavior across releases and provided actionable validation notes.
Store Manager — Eureka Market
Led daily operations, inventory accuracy, vendor coordination, and team problem- solving in a high-responsibility retail environment.
- Maintained accurate stock levels through hands-on inventory tracking.
- Built strong habits around process discipline, prioritization, and accountability.
Project
KXSF Radio
Updated an open-source iOS radio app to keep it working on newer Apple operating systems, which involved debugging compatibility issues, testing behavior across versions, and improving reliability for users.
Project
API + AI Tooling Experiments
Built small API-connected tools and experiments to strengthen my skills in integration work, debugging, structured outputs, and turning technical ideas into working prototypes.
AI Workflow
AI-assisted workflows and agent maintenance
I use AI agents and API-connected tools in daily life and work for planning, research, writing, troubleshooting, and task organization, with different systems supporting different needs depending on the context.
Beyond using the tools, I also maintain and improve these workflows by handling updates, resolving API-call issues, debugging technical problems, and improving reliability when integrations or agent behavior break down.
Skills
Core toolkit
macOS support, hardware and software troubleshooting, bug reproduction, QA validation, technical documentation, SQL, JavaScript, Swift, XCTest, Jenkins, and API integration.
Contact
Open to IT support, QA, and technical operations roles.
I’m looking for work where careful troubleshooting, clear documentation, QA discipline, and calm communication are part of the job.