1. Hal
Macleod
Address:
London
UK
Phone:
07768640775
E-­‐mail:
halmacleod@hotmail.com
Summary
Meticulous, highly experienced and motivated technical support team player.
Carrying over 10 years of 2nd/3rd line support experience for several international companies within
multiple site environments delivering onsite desk side and remote technical support to management and
user bases of 500+ at 2nd/3rd Line, as well as external client site visits.
Meeting and surpassing all KPI and SLA’s in stressful and demanding technical environments.
Skills
• 3rd
Line desk side Mac OSX 10.3-10.10 desktop support.
• AD account and resource access permissions troubleshooting.
• Remote Support using Timbuktu Pro, Logmein, Team Viewer, ARD & Casper Suite.
• System imaging/rebuilds and Applications patching/updates using Casper Suite.
• Network connectivity troubleshooting and remote resource access troubleshooting.
• Adobe Creative Suite, Font Management, Apple Final Cut, Apple Apps support.
• Mail client configurations, migrations, folder/subfolder & rules implementations.
• Application research, testing & deployment for new competative products.
• Backup strategy implementation and maintenance.
• Mobile device configuration (iPhone, iPad, Android etc).
• Documentation Creation, Knowledge Base Management, Licensing Management/Reporting.
• Liaising with third parties for precise product information & the purchasing of products.
Work
History
The PC Mac Support Company
18/05/15 to 24/07/15
03/2013 to 15/05/15
ELM: Technical Systems Support.
03/2008 to 11/2011
Pearson Education: Senior Mac Specialist.
08/2007 to 12/2007
City And Islington College - Technology Centre: Mac Support Analyst DTP and Media.
02/2005 to 06/2007
Systems Support Of Cambridge UK: Mac Specialist (Onsite Hodder and Stoughton Publishing).
01/2004 to 02/2005
Systems Support Of Cambridge UK: Helpdesk Lead and external client support.
02/2001 to 11/2003
Apple Computer Australia: AppleCare Technical Support Agent.
04/1998 to 01/2001
Sunball Records: Computer & Networks Administrator.
03/1994 to 03/1998
Cloud Studios: Media Applications & Computer Maitenance Analyst.

2. 02/1991 to 01/1992
Australian Academy Of Dramatic Arts: Teacher Of Performance.
Education
1999-2000 - Hunter Institute of Technology Diploma of Information Technology (PC and
Network Support) Credit Level.
2000 - Hunter Institute of Technology - Network Support Certificate 4.
1999-2000 - Hunter Institute of Technology - PC Support Certificate 4.
1999 - Hunter Institute of Technology - Information Technology Certificate 3.
1992-1994 – School Of Visual Arts – Diploma of film and television technologies.
1989-1991 – Australian Academy Of Dramatic Arts – Diploma of dramatic arts.
1986-1989 – Erina high school NSW Australia.
1981-1985 – Kingham hill boarding school Oxford England.
References
ELM: Dr Elizabeth Wright.
Pearson Education: David Mitchell (Manager) And Pearson HR department, Harlow.
Systems Support Of Cambridge: Jeannie Razzell (Director).
Experience
Pearson Education
• Multiple site onsite/cross site support for over 400 Mac users + multi divisional and
international remote support.
• Mac OS X 10.6/10.7/10.8 + Parallels Dual OS & Windows XP/Windows 7 support.
• Remote troubleshooting and external client assistance (Apple Remote
Desktop/Timbuktu/Casper).
• Font management & troubleshooting (Suitcase Fusion/Fontwise).
• MS Office 2004/2011 for Mac & Office 2007/2010 for Windows support.
• DTP application support - Adobe /CS3/CS4/CS5 - Quark QLA Server/Client.
• Final Cut Studio 3 configuration/support & 3rd
party plugins/software support.
• System upgrades, health checks, security configuration, mail/data migrations.
• 2nd
& 3rd
line Mac support liaising with multiple specialist departments.
• SLA & KPI driven OS & Application support, call logging and resolution.
• Mac OS X Server/X-Serve installation & user group setup/maintenance.
• Network port, Proxy access settings/blocking, firewall troubleshooting.
• Liaising with 3rd
Party vendors for external support/contracted services.
• Raising technical sign off requirements of equipment & raising purchase/tracking orders with
3rd
party vendors.
• Mobile device/IOS support/configuration (iPhone, iPad, Android).
• Employment of ‘Casper’ centralised installations, licensing & system tracking.
Achievements
• Continuously achieved all SLA and KPI requirements.
• Deployment of intel Mac refreshment systems throughout all departments, while providing
Desktop Support to all departments at three sites and remote support for international clients.
• Chaired a weekly ‘Mac User’ meeting for users at any level of the company to attend.

3. City And Islington College - Business And Technology Centre.
• 3rd
line Mac OS X Server/Client support and junior project management.
• 2nd
line PC Support including Interactive White boards, projectors & printers.
• SLA driven support call logging and resolution.
• DTP application support (Adobe CS 2 - CS 3 / Macromedia).
• Integrating OSX desktops and OSX server in a windows AD environment.
• Providing technical cross platform support and advice to the IT department.
• Investigate, test, report and budget implementations of new systems.
Achievements
• Achieved and surpassed all SLA and KPI’s (Key Performance Indicators).
• Deployed 126 Mac systems through 5 media classrooms unassisted.
Systems Support Of Cambridge (support for Hodder and Stoughton Publishing London)
Duties and responsibilities
• SLA driven support call logging and resolution.
• Testing new systems before implementation.
• Providing support for external engineers when onsite.
• Integrating OSX desktops and OSX server in a windows environment.
• Investigate, test, report and budget implementations of new systems.
• Process hardware/software purchases, licenses and undertaking all installations.
• DTP application support (Adobe CS 2 / Quark 4-6/ Macromedia).
• Data/Email Backup implementation and monitoring (Retrospect).
• Mail server and internal/VPN remote Email access support.
• Network Splash Server/LAN printer setups.
• Router configurations and WAN - LAN - NAT configuration.
Achievements
• Achieved and surpassed all SLA and KPI’s (Key Performance Indicators).
• Migrated all Mac user data into Win 2003 SAN shares (scripted file renaming).
• Configured Suitcase Server for font management and repaired font libraries removing all
duplicates and corrupt fonts company wide, allowing vast licensing cost savings.
Systems Support Of Cambridge UK
• Helpdesk Lead and external client troubleshooting/remote support.
Achievements
• Managed call allocations/reviews.
• Implemented/maintained data backup system.
• Achieved and surpassed all KPI and SLA’s.

4. Apple Computer Australia
Duties and responsibilities
• AppleCare Helpdesk Technical Support for Mac OS 9 and OS X + Apple consumer
software/hardware setup.
• Hardware failure assessment and replacement to procedures
Achievements
• Provided mentoring and introductory training to new support staff.
• Maintained a 98% first call resolution SLA for two years.
Sunball Records.
Duties and responsibilities
• Mac/ PC/Multi Media, Mail Server administration and Local Area Network Support.
• PC and Mac hardware/software systems maintenance.
• Setup raided SCSI Storage for use with digital video content.
• Provided network printing/scanning and peripherals maintenance.
Achievements
• Implemented and maintained wired and wireless TCP/AppleTalk LAN.
• Researched, designed and installed non linear editing systems for use in music video
productions.
Cloud Studios.
Duties and responsibilities
• Mac/PC systems installation, maintenance and configuration.
• Windows 95-98/NT/2000/XP and Mac OS installation and support.
• Professional audio and video recording support for Pro Tools Audio, LOGIC Audio Platinum,
Final Cut Pro, DVD Studio Pro and Adobe Premiere.
• Application support for Adobe Photoshop, After Effects, MS Office, Norton System Works
and Outlook/Outlook Express/Entourage
Achievements
• Implemented computer and professional audio mixing systems upgrades, specifications/design
and purchasing though third party vendours within project time and below budget.
Australian Academy Of Dramatic Arts.
Duties and responsibilities
• Dramatic Arts teacher – Voice and Performance.
Achievements
• Provided Improvisation and voice classes to groups of 40 plus.
• Provided English oriented classes for external companies.