Dylan has managed several releases of both public and internal web and mobile applications. He is comfortable working directly with designers, developers, users as well as executives.
His attention to detail and strong organizational skills fit very well into the project management world. He enjoys tracking the progress of projects and communicating updates along the way.
Dylan's educational background led him into the field of visual design after college, where he honed his skills for making ascetically pleasing products.
Beyond making things look nice, Dylan's major focus during the design process is making sure his products are useable. He relies on his UX experience to ensure this from the beginning to the end.
Comfort in both written and verbal communication has always been the backbone to Dylan's professional process. He loves to collaborate with all teams involved in a project to create efficient final products.
Acted as the release manager on multiple releases for both of the Genius Bar internal applications: MobileGenius (iPad / iPhone) and Repair Central (Mac). Managed cross-functional teams to ensure open communication of the status of production.
Assisted with UAT (User Acceptance Testing) and PVT (Production Validation Testing) stages, including test script writing, bug reporting, prioritization and follow up.
Participated in in-store roll outs, providing on demand support for users during launch in several locations.
Hosted Meetings to set priority and track the status of open issues with all cross-function teams involved.
Provided production sign offs before roll out of new builds. Created and presented several documents and Keynote presentations to provide insight to testers, stake holders and end users about the changes we roll out.
Assisted in the writing and editing of service documentation affected by the changes in our program releases.
Attended UX and design discussions during preliminary stages of development to provide feedback using the filter of customer focused design choices.
2010 - Present
Oversee Genius Bar queue, including managing team timeliness, session performance, session duration and breaks for a team of over 100.
Manage service metrics and provide feedback to team members around behaviors and impacts the decisions they make while in queue have on the team as a whole.
Diagnose, troubleshoot and repair all hardware and software on MacOS and iOS products for one of the company’s global flagship stores.
Lead a team of 150+ technicians to help achieve metric goals all while providing top level customer service solutions to hundreds of customers per week.
Manage all ongoings of the Repair Room including: repair assignments, inventory control, priority setting, supply ordering and queue management.
Track and organize over 750 repairs of computers and mobile devices per week, ensuring the best possible experience for customers.
Bridge the communication of status updates and turn around times to both customers and management team to ensure the most efficient repair process possible.
Joined the Retail Marketing Design team at a pivotal design point, the transition between the design language of iOS 6 (skeuomorphic) and iOS 7 (flat).
Provided visual design for both internal and customer facing iOS applications, notably the Apple Store App for iPad.
Organized and reviewed content in CMS and file servers.
Worked as a liaison between the design and developer teams, leveraging understanding of the lingo and jargon between both parties to facilitate more efficient communication and development.
Created the scaffolding for spec sheets for developers to streamline the development process.
Engaged in UAT (user expectance testing) and filing of bug reports.
Created prototypes for use in meetings with managers, as well as to show concepts to developers.
Worked directly with creative directors on projects including mobile applications (iOS and Android) and websites (primarily social networks).
Conducted user research for user experience teams for products in early development stages.
Created idea-maps to get tangible concepts to managers and investors.
Created wireframes, prototypes and animated decks to help communicate to larger teams as products gained full backing.