Ian has over 10 years of experience providing IT support and customer service. He has held roles as a Mac Genius, Helpdesk Lead, Network Support Specialist, and Assistant System Admin, where he supported over 100 users across various platforms and provided troubleshooting, training, and maintenance. Ian is skilled at delivering high quality customer experiences both on-site and remotely.
1. I've been a Genius, a Consultant, and most recently a Helpdesk Lead. Hi, I’m Ian. Now I can deliver amazing customer service experiences for you.
2. Managed the delivery of high quality on-site and remote helpdesk services to over 100 on-site users, on a variety of platforms including Mac OS X, Windows, Ubuntu and Fedora Core Linux. Responsible for support of remote users world-wide. Collaborated with the Infrastructure team to provide project deployment and maintenance support. Help Desk Lead Optimal Technologies, Inc. October 2008 - January 2009
3. Provided complete and appropriate solutions for every customer by utilizing retail sales and customer service skills. Responsible for front-line customer support at the Genius Bar, including hardware and software troubleshooting, diagnosis, and customer product training. Performed repairs on Apple hardware and software products and managed all aspects of the repair workflow including open repair prioritization, case management, and service part ordering. Mac Genius, Mac Specialist Apple, Inc. March 2005 – February 2009
4. Provided top-notch desktop, server, and network services as the primary contact for a wide range of clients, including corporate users, small businesses, research labs, home users, as well as UNC-TV and the University of South Carolina. Worked with customers to maintain optimum productivity and performance by evaluating hardware and software needs and advising on long-term upgrade and expansion strategies as necessary. Network Support Specialist Net Friends, Inc. March 2007 – October 2008
5. Ensured optimum availability of all lab computer resources including workstations, portables, and a 49-node XServe cluster running Sun Grid Engine. Leveraged NetBoot, Net Restore and Apple Remote Desktop in the development of a custom deployment solution for cluster updates and maintenance. Assistant System Admin Giddings Lab, UNC October 2005 – August 2007
