Sierra Christine
Senior Technical Support Advisor | Lead Developer
Roanoke
Summary
Innovative Lead Developer with a master’s degree in information technology (Cybersecurity) and expertise in software development and multimedia production. Specializes in creating macOS applications with SwiftUI, developing multilingual digital learning modules, and producing interactive training tools and captioned video assets. Combines technical skills with effective communication to enhance learning systems and improve user experience across diverse teams.
Overview
19
19
years of professional experience
Work History
Lead Developer, Internal Tools & Learning Systems
Apple
2025.07 - Current
- Built internal systems that simplify content creation and localize learning materials, streamlining multi-language delivery workflows for improved accessibility.
- Engineered multi-language digital learning modules (EN, JP, KR, CN) including SCORM/BYOC packages, VTT caption files, HLS video structures, and interactive XML-based learning components.
- Collaborated with leadership to identify training needs, transforming them into user-friendly applications and tools used daily across Apple teams.
- Developed and maintained macOS applications using SwiftUI, integrating animations, real-time dashboards, empathy games, positioning tools, and internal resource frameworks to enhance user engagement.
- Designed icons, branding, UI layouts, animations, and app identities to align with internal Apple design standards.
- Used Final Cut Pro to edit, compress, and prepare training videos, including syncing and authoring VTT captions for global learning audiences.
- Served as the primary technical resource for troubleshooting code and resolving SCORM issues.
AppleCare Mentor | Curator T2
Apple
2021.02 - 2025.07
- Developed a visually engaging mentoring platform (STEM app) using SwiftUI—featuring animation, glowing tiles, and empathy-based training games.
- Coached advisors and mentors on emotional intelligence and listening skills to strengthen their confidence and effectiveness.
- Crafted and presented weekly live internal presentations to enhance team knowledge and foster morale.
- Created user-friendly internal procedures and visual guides to simplify complex support workflows.
- Designed custom graphics and internal logos to elevate the visual identity of training tools.
Pro Services Support Advisor (T1–T2)
Apple
2014.07 - 2021.02
- Managed thousands of cases via chat, email, and phone, consistently providing award-winning support.
- Recognized for calm, clear communication in high-stress situations, especially in fraud and account recovery scenarios.
- Used internal tools to troubleshoot macOS/iOS systems, while documenting user-friendly resolutions.
- Facilitated informal “art of the call” training circles, focusing on enhancing tone, pacing, and empathy skills.
Operations Manager / Designer / Audio Engineer
Press Record LLC
2007.04 - 2021.01
- Directed creative campaigns and maintained a visual and audio brand identity across platforms.
- Designed album covers, branding materials, and promotional assets, enhancing visual identity for recording artists.
- Mixed and mastered music using Pro Tools and Logic, with a focus on sonic storytelling.
- Created engaging media content for local radio stations and large advertising agencies, elevating brand presence.
Inbound Banker Coach & Technical Support Rep
Wells Fargo
2009.01 - 2014.07
- Provided tech support for mobile banking, guiding customers with patience and clarity.
- Cross-sold tailored solutions by fostering trust-based conversations and employing active listening.
- Assisted clients with complex financial tasks, identifying and mitigating digital fraud risks.
Education
Master of Information Technology - Cybersecurity Concentration
American InterContinental University
05.2025
Bachelor of Science - Digital Investigations
American InterContinental University
02.2019
High School Graduate -
Patrick Henry High School
Roanoke, VA06.2007
Skills
- UI/UX Prototyping
- Graphic design
- Design
- SwiftUI
- HTML/CSS
- Swift
- Firebase
- Xcode
- GitHub
- Analytical Thinking
- Figma
- Technical Support
- Troubleshooting
- Swift
- Leadership skills
- Effective Communication
- Soft skills
- Customer service
- Relationship Building
- Listening skills
- Empathy
- Presentation Design
- Analytical Thinking
- Presentation Design
Creative Projects And Tools
- STEM App (macOS): Interactive learning platform with animations, dashboards, empathy games, and real-time metrics.
- Multi-Language SCORM Suites: English, Japanese, Korean, and Chinese training modules with VTT captions and XML interactions.
- Soft Skills Game Center: Interactive empathy and communication mini-games for advisor coaching.
- Positioning Portal: Scenario-based soft skill generator for improved customer communication.
- Internal Branding Systems: Logos, icons, UI kits, presentation themes, and templates used across training teams.
- Video Localization Pipeline: Final Cut Pro workflows, VTT syncing, multi-language caption maps, and HLS structure design.
Languages
- ASL
- English, Native
- ASL, Professional Proficiency
Soft Skill Talents
- Empathy & Active Listening
- Clear & Compassionate Communication
- Analytical Thinking & Calm Problem Solving
- Public Speaking & Presentation Design
- Creative Influence: Boosting morale with positivity, humor, and authentic leadership
Certifications And Achievements
- Harvard/Alison CS50: Intro to Computer Science
- Apple Certified Mac Integration
- AIU: Computer Forensics
- Honored as: Top Performer
- Distinguished Technical Trainer
- Best Graphic Designer
- Delivered dozens of custom training assets and logos used across internal departments
Timeline
Lead Developer, Internal Tools & Learning Systems
Apple
2025.07 - Current
AppleCare Mentor | Curator T2
Apple
2021.02 - 2025.07
Pro Services Support Advisor (T1–T2)
Apple
2014.07 - 2021.02
Inbound Banker Coach & Technical Support Rep
Wells Fargo
2009.01 - 2014.07
Operations Manager / Designer / Audio Engineer
Press Record LLC
2007.04 - 2021.01
Master of Information Technology - Cybersecurity Concentration
American InterContinental University
Bachelor of Science - Digital Investigations
American InterContinental University
High School Graduate -
Patrick Henry High School