關於

Ivan Mak(Mak Tong Iok)

personal photo

📍 Macau, China

📞 (+853)66124886

📧 mail@ank.pw

Professional Summary

Accomplished Genius with a decade-long tenure at the Apple Store, specializing in high-touch customer relations and seamless problem-solving. Skilled in translating intricate technical jargon into simple, actionable insights for diverse audiences. Beyond individual troubleshooting, I possess a strong track record of operational leadership, having designed and implemented a robust data transfer strategy that elevated team performance from a 90% success rate to an industry-leading 99%.

Core Skills

Programming language/technology： Vibe Codeing, C, Python, Html, Css, Javascript
Tools and Platforms： Synology Nas, MacOS, WindowsOS, Linux, Git, Antigravity
Language proficiency： Cantonese, Mandarin, English
Soft Skills: Project management, cross-departmental communication, problem-solving abilities

Work Experience

Apple Macau Limited | Genius

Apr 2016 – Present

Human Connection： Ability to answer technical questions from different types of customers in an easy to understand manner. In apple genius bar journey, NPS(Net Promoter Score) maintain a score of 85 or above over the long term。
Flexibly Learning： Using the AI tools provided by the company, we assist cross-departmental teams in collecting and consolidating data, then repurpose it into new CSV spreadsheets to facilitate proactive planning for the future.
Problem Solving： collaborate with leadership to create strategies for optimal customer experience and ensure team members use the our designated effective methods for data transfer services. This will enhance trade-in services and reduced the percentage of customers who had to buy back due to failed data transfers from approximately 10% to below 3% daily.。

Apple FY26 Global NSO Mentor Program | IS&T Mentor

Nov 2025 – Dec 2025

Project management： Supporting the opening of a Livat Beijing (R792) new store in Beijing as a mentor, join conference calls with the Field Leader and other Mentors to discuss current projects, issues, and improvements, provide feedback from within overall market for system enhancements, and share success with leadership, store, and field teams.

Projects

NAS website server | Link

Website restructuring with complete rewrite of HTML, CSS, and JavaScript
Added “Apple Store” button for downloading corresponding applications
All services now accessible via dedicated “card” entries
New DSM management interface added as the first card
Added “User Guide” section

關於