Ahmed AlOtaibi
San Francisco, CA
Email: iAhmedOT@gmail.com
Languages: Arabic (native), English (fluent)

ABOUT
Technical support and operations professional with experience across Apple Retail, QA testing, training, inventory management, and software projects. Known for strong customer communication, calm troubleshooting, and high-volume support performance. Brings a mix of hands-on technical support, process discipline, and product-minded curiosity.

HIGHLIGHTS
- Technical Specialist at Apple supporting hardware, software, account, and device issues
- Supported approximately 1,200 customers in one quarter in a high-volume environment
- Achieved a 98/100 NPS score based on customer feedback
- Ranked #1 in appointments handled at the bar
- Trained 150+ employees in technical knowledge and customer service readiness
- QA experience on Apple’s Location Framework
- Built iOS and API-connected projects using Swift and external services

EXPERIENCE
Technical Specialist — Apple Inc.
San Francisco, CA
November 2021 – Present
- Troubleshoot hardware, software, account, and device issues across Apple products and services.
- Deliver high-quality support in a fast-paced customer environment.
- Resolve complex issues with strong ownership, communication, and escalation judgment.
- Maintain strong service performance while handling high appointment volume.

Training In-Store Experience — Apple Inc.
San Francisco, CA
February 2023 – August 2023
- Conducted training programs for 150+ employees to improve technical knowledge and customer service readiness.
- Supported onboarding and team development while balancing store operational needs.

Location Framework QA Test Engineer — Apple
June 2025 – November 2025
- Executed test plans for Location Framework features and validated regressions across releases.
- Reproduced bugs, documented findings clearly, and collaborated with engineering teams on fixes.

Store Manager — Eureka Market
San Francisco, CA
June 2018 – July 2021
- Oversaw daily store operations, including inventory management, cash handling, and vendor relations.
- Maintained accurate stock levels through efficient inventory tracking.

PROJECTS
KXSF Radio — iOS Developer
January 2021 – May 2021
- Forked an open-source project and updated it for newer Apple operating systems.
- Helped make the app usable across Apple devices.
- Technology used: Swift

API and AI Tooling Projects
- Built a weather app using an external API to retrieve and display live data.
- Connected Anthropic and OpenAI APIs in personal bot and tooling experiments.
- Explored API workflows, documentation, and practical debugging through hands-on projects.

SKILLS
- macOS support and device troubleshooting
- Hardware and software support
- Customer support and escalation handling
- Device lifecycle management and inventory coordination
- Training and onboarding support
- Google Workspace, Slack
- Swift, SQL, JavaScript, XCTest, Jenkins
- API integrations and technical documentation

EDUCATION
Bachelor in Computer and Information Science
Notre Dame de Namur University
December 2019

Associate Degree in Polymer Engineering
Jubail Industrial College
August 2011