As a Technical Support Specialist in an Apple office environment, I delivered comprehensive software and hardware support to ensure smooth operations. I demonstrated expertise in troubleshooting macOS and software issues, proactively addressing challenges, and facilitating necessary updates for optimal performance. Additionally, I efficiently performed basic hardware repairs when required, ensuring minimal disruption to productivity.In addition to my hardware responsibilities, I successfully provided access to and effectively troubleshooted various platforms critical to our operations, including Google Workspace, Slack, and Zoom. Leveraging my proficiency in tools such as SimpleMDM, Snipe-IT, and Meraki, I effectively managed a fleet of Mac computers and maintained secure network access.

From September 2018 to August 2022, I had been providing IT Support for the Unbounce office in Vancouver. I provided support for around 150 employees among many other duties such as asset management, and A/V support.Provided software and hardware support for an Apple office environment. Troubleshooting macOS and software issues and helping perform updates as needed. Also, performing basic hardware repair when needed. Providing access to and troubleshooting various platforms such as Okta, Google Workspace, Slack, AWS and countless others.Utilized Zendesk to manage tickets and to track trending issues. Drafted standard work policies and knowledge base articles to support the team.Imaging and asset management of computers as they go out to users. Familiar with deploying macOS using SimpleMDM before switching to Meraki MDM. Dealt with deploying new hardware and receiving old hardware from employees. Also had to deal with suppliers (Insight, Apple) for purchasing and leasing of hardware.Provided A/V support for small meetings room to large conference room to large event spaces.Laid off due to company restructuring.

Since the end of 2017, I have been providing IT Support at the Amazon offices in Vancouver. I provide support for over 1300 employees among many other duties such as asset management, and A/V support.Providing software and hardware support of an office of mainly Macs and Windows systems. Troubleshooting OS and software issues and helping perform updates as needed. Also, performing basic hardware repair when needed. Troubleshooting Active Directory and LDAP issues and reconfiguring or re-adding when needed.Perform root cause analysis of IT issues and recommends solutions to prevent repeat problems. Create change management plans that are technically accurate and adhere to standard guidelines. Draft standard work policies and knowledge base articles.Imaging and asset management of computers as they go out to users. Familiar with deploying macOS, Windows 10 and Linux systems. Provide chat support for remove users several times a week.

I was contracted via Insight Enterprises to provide IT Support at the SAP Labs office in Vancouver. I was a part of a four person team who provided support for over 1300 employees among many other duties such as asset management, and A/V support.IT Support - Providing Mac, Windows, Linux, iOS and Android support to an office of over 1300 users. Experience with troubleshooting and repairing PCs, Macs, iPhones, iPads, and Android phones. Identifying problems and determining the most efficient and cost effective way to resolve the issue, and keeping user downtime to a minimum. Performing necessary hardware and peripheral repair when possible after identifying defective parts and order replacement parts. Dealing with vendors, ranging from Apple to Lenovo to HP, to supply repair parts and tools.Asset Deployment & Management - Responsible for imaging and deploying Windows PCs, Mac computers, and Linux machines. Enrolling and deploying iPhones, iPads, and Android devices. Managing and maintaining inventory and tracking assets from stock room to users. Performing weekly stock room inventory and removal of obsolete assets.Network LAN Support - LAN and WAN support at workstation level. Supporting Active Directory and technologies such as DNS, DHCP, WINS, etc. Support for MS Exchange email.Office A/V Support - Providing support for meeting room phones, video conferencing unit (Skype, Cisco), projectors and audio systems. Also support for office wide video signage and public address system.

During my eight years at Apple, I have had a wide range of exposure to many aspects of the business from inventory control, to training, to software troubleshooting and hardware repairs.Technical Support - Providing front-line support to customers with hardware and software issues. I have been trained in Cupertino, CA at Apple HQ on hardware and software troubleshooting; and thereby received ACMT (Apple Certified Mac Technician) certification. I am certified to troubleshoot and repair iPhones, iPods, iPads, Apple TV, AirPort Wireless Stations and Macs.Technical Trainer - Facilitating large-group technical “Foundations” training, locally, for hardware and software troubleshooting on mobile devices (iPad, iPhone, iPod). Training consisted of 5-day intensive hands-on training in addition to formal presentations. Graduates of the training program were then certified to troubleshoot and repair Apple mobile devices at Apple Retail stores.Software Trainer - Participated in Apple’s “One-to-One” program. This program allows customers to visit an Apple Retail Store and receive training on proprietary software on their Mac. Training included, and was not limited to topics such as: iLife suite, iWork suite, Final Cut, and basic Mac OS X applications. Customers being trained range in age from 12-90+ years.Internal Training - I have conducted ‘Core’ training, Apple’s new-hire corporate culture training, for three store openings in the Vancouver market. Training is done in large-groups with customer experience as the main focus. Typically performed over two-weeks, training is heavily focused on situational problem solving and customer service techniques.