Ian Bray Email and Phone Number

· Provided comprehensive platform technical support to both internal engineering teams and business customers through email, in-person, and video communications.· Identified, troubleshooted, and resolved hardware and software issues, utilizing internal ticketing system to ensure accurate documentation and follow-up.· Debug systems to find root cause. Assist with testing with Engineers configuration.

· Software validation for the vPro team.· Supported vPro hardware systems.· Worked with Engineers and Developers to run software validation test for OEM partners.

· Provided technical support to the internal Engineering team and Microsoft business customers via email, in-person, and video calls.· Maintained inventory of lab equipment, devices, shipments, deliveries, etc.· Documented various pre-production platforms SOP and procedures to related wiki.· Entrusted with the leadership of the Lakefield preproduction CPU project, showcasing the ability to quickly resolve complex technical challenges.· Successfully led the initiative to automate the display firmware update process, significantly improving operational efficiency.· Identified, troubleshoot, and reported issues, bugs, and resolution in the internal ticketing system and Salesforce.· Setup and connect devices to One Cloud/SDP Cloud network for remote users.· Implement principles of least privilege in active directory roles and groups.· Edited scripts as needed for task (Python, XML, VBS, C#).· Setup systems network, cabling, KVMs and PDU's· Configured displays and updated drivers.

· Troubleshoot all types of operating systems (Windows, Mac OSX, iOS, and Android OS) on customer software and hardware issues reported via phone, email, and in person.· Repaired customer computers and mobile devices.

· Open and closed store on time, a key holder for the store and act as a manager on duty.· Run all Apple diagnostics for iOS devices, iMacs, and MacBooks.· Resolved issues and escalated complaints with excellent customer service.· Processed incoming inventory orders, complete daily inventory cycle counts and report/troubleshooting accuracies.· Gave lessons on all Apple products and features in a one-on-one and group setting.

· Conducted English language interviews to determine student's language level and educate parents on the benefit of the language course.· Taught English to Thai students in one-on-one and group lessons.· Trained Thai students about possible U.S. cultural adjustment and how to overcome language barrier.