Ian Mclean Email & Phone Number

Portland, Or, Us

Gainesville, Florida, United States

● Manages incoming customer requests related to software products● Resolves complex customer concerns via email, phone, and other communication tools providing appropriate solutions and alternatives, escalating issues as needed, and following up to ensure resolution and customer satisfaction.● Maintains relationship and communication with the customer as needed● Resolves customer concerns via email, phone, and other communication tools; providing appropriate solutions and alternatives, escalating issues as needed, and following up to ensure resolution and customer satisfaction● Documents customer issues in the call tracking system● Provides excellent customer service, greets customers warmly, gathers and analyzes information, and professionally deals with product issues● Analyzes complex customer issues to determine the root cause.● Assists team members in resolving issues or customer problems● Demonstrates knowledge of industry and software● Communicates effectively with the development team● Utilizes technical writing skills while documenting issues or customer problems● Utilizes technical skills for installing and configuring products● Assists development team in product quality assurance testing● Leads cross-module/product training● Serves as a subject matter expert (SME) to staff on multiple software products● Mentors and trains new staff members on products, industry, and Info Tech policies and procedures● Supports innovation through trend analysis, identifying new opportunities, and developing novel ideas and participating in idea generation activities to improve company processes, services, or products● Reproduction of user issues in test environments● Mentors and trains new staff members on products, industry, and policies and procedures.● Participates in SME feature package (FPG) reviews and design sprints.● Utilizes critical thinking skills to resolve issues or customer problems.

Gainesville, Florida, United States

• Managed incoming customer requests related to AASHTOWare Products software• Resolved customer product support issues in a quick and timely manner• Maintained relationships and communication with the customer as needed• Resolved customer concerns via email, phone, and other communication tools; providing appropriate solutions and alternatives, escalating issues as needed, and following up to ensure resolution and customer satisfaction• Documented customer issues in the call tracking system• Provided excellent customer service, greets customers warmly, gathers and analyzes information, and professionally deals with product issues• Analyzed known issues to determine possible root cause• Assisted team members in resolving issues or customer problems• Demonstrated knowledge of industry (construction, civil rights, etc.) and AASHTOWare Products software• Communicated effectively with the AASHTOWare Products Development team.• Utilized technical writing skills while documenting issues or customer problems.• Utilized technical skills for installing and configuring Info Tech products (For Technical Roles Only).• Assisted the AASHTOWare Products Development team in product quality assurance testing.• Led basic cross-module/product training.• Served as a subject matter expert (SME) to staff on at least one major product. • Mentored and trained new staff members on products, industry, and Info Tech policies and procedures.• Supported innovation through trend analysis, identifying new opportunities, and developing novel ideas and participating in idea generation activities to improve company processes, services, or products.

Gainesville, Florida

• Software co-liaison, administrating software purchasing and license maintenance for department• Help-desk duty delegation to level 1 and 2 support technicians• Support and creation of virtual Windows machines for use on PC and Mac devices• Assisting with development of best practices and procedures related to the operations of the help desk• Project management• Member of purchasing team responsible for computer equipment in all divisions within department• Supporting off-site users through remote support and site visits• This position also includes all duties and responsibilities of the position below:

Gainesville, Florida

• Accepting and logging support calls for administrative and clinical users• Telephone and onsite support for network, desktops, laptops and all mobile devices, software, and hardware• Imaging and deployment of workstations• Troubleshooting and supporting general office and medical related applications including but not limited to email, billing, databases, documentation, spreadsheets, live video streaming, Citrix Receiver, EPIC, and specialized networking printing in a HIPPA compliant environment• Upgrading and troubleshooting of equipment and software• Support of peripherals including printers, scanners, copiers, projectors, fax machines, tablets, and smart devices• Establishing direct communication with manufacturers for purchasing, repair, and replacement of products• Supporting work stoppage situations that require immediate attention• Responsible for different roles within multi-stage projects• Development of solutions for system functionality and compatibility conflicts• Customer support through vendor communication for warranty and compatibility support• Direct contact with and support for departmental chairman, physicians, residents, and administrative staff

Milton, Florida

• Purchased, installed, updated, and maintained software and software licenses• Procured, installed, and maintained computer systems• Formatted and printed posters and flyers using plotter• Maintained administrated teleconferencing and recording equipment• Maintained printers through Xerox Print Smart program• Shared and Secure Network Drive Administrator• Asset Management Administrator• Active Directory Administrator• Student IT support• Web Administrator• PC and Mac Help Desk Functionality

Pensacola, Florida

• Setup, installed and maintained department computer systems and network• Integrated Windows active directory• Maintained department inventory• Active Directory Administrator• Trained users on multiple software and hardware systems• Setup and maintenance of group policy settings• Supervised and trained student workers in IT and clerical functions• Filed and stored confidential student and employee records• Managed and imaged documents through software• Help Desk Functionality• Used and troubleshot Microsoft Office 2010 and 2013

Gulf Breeze, Florida

• Help Desk and technical support for customers and technicians• Educated customers in technical applications• Assisted customers, technicians and other employees with solving technical issues• Advanced troubleshooting and problem solving• Monitored, call center environment• Assisted in training Tier-1 representatives• Experience troubleshooting Windows XP, 7, and 8, along with Mac OSX• Experience troubleshooting customer’s mobile device settings

Fort Walton Beach, Florida

• Trained and educated sales team in the use of new technology, products, and point-of-sale system• Kept up store appearance and displays• Managed inventory and pricing • Kept up to date on new or discontinued products• Maintained in store network and ensured functionality of office computers• Diagnosed and repaired multiple forms of electronics through soldering or replacing of bad components

Master Of Education - Med, Instructional Design And Technology

Bachelor Of Science - Bs, Information Technology: Networking And Telecommunications

Associate Of Arts (A.A.), General Education