Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

John Andem

Kamloops,BC

Summary

Dynamic Online Service Support Supervisor with a proven track record at Haze Computing Inc., excelling in customer satisfaction and technical support. Skilled in Apple Ecosystem management and IT troubleshooting, I effectively enhance service processes while fostering team collaboration. Committed to continuous improvement, I ensure clients receive tailored solutions that drive loyalty and engagement.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Online Service Support Supervisor

Haze Computing Inc.
02.2024 - Current
  • Provides in-person, remote, and phone-based technical support for Apple devices, specializing in Mac OS and Apple software troubleshooting.
  • Diagnoses and resolves hardware and software issues, including performance optimization, system errors, and application malfunctions.
  • Performs device setup, configuration, and integration for both personal and business environments.
  • Delivers software updates, system upgrades, and security enhancements, including virus and malware protection.
  • Executes data backup, migration, and recovery services to protect and restore client information.
  • Provides one-on-one technical training and digital coaching to improve client proficiency and confidence with Apple devices.
  • Responds to technical inquiries via phone, email, and online channels, ensuring timely and accurate solutions.
  • Allocates technical tasks to appropriate support staff, ensuring expertise alignment and efficient resolution.
  • Monitors and updates the Simply Computing online support page to ensure staff listings and resources remain accurate.
  • Follows up with clients post-service to assess satisfaction and address additional technical needs.
  • Collaborates with team members to improve technical support processes and enhance service quality.
  • Stays up to date with new Apple products, macOS updates, and related software to provide expert-level support.
  • Participates in ongoing technical training and certifications to maintain cutting-edge product knowledge.

Apple Specialist

Haze Computing Inc.
05.2023 - 01.2024
  • Delivering in-home and business technical support for Apple devices, focusing on Mac OS troubleshooting and issue resolution.
  • Performing device setup and configuration tailored to client needs, including hardware and software integration.
  • Diagnosing and resolving software problems, including application errors, operating system issues, and performance optimization.
  • Conducting software updates, security patches, and virus protection to ensure device integrity and client data safety.
  • Managing data backup and recovery processes to protect client information and restore lost or corrupted files.
  • Providing one-on-one digital coaching and training to enhance clients’ tech confidence and empower effective device usage.
  • Offering proactive technical guidance to prevent future issues and improve overall user experience.
  • Supporting business clients with tailored technical solutions and ensuring minimal downtime.
  • Collaborating with the retail team to understand customer needs and recommend appropriate services and solutions.
  • Maintaining accurate records of customer interactions and service history to ensure consistent follow-up and support.

Apple Specialist

Simply Computing
05.2020 - 04.2023
  • Delivering in-home and business technical support for Apple devices, focusing on Mac OS troubleshooting and issue resolution.
  • Performing device setup and configuration tailored to client needs, including hardware and software integration.
  • Diagnosing and resolving software problems, including application errors, operating system issues, and performance optimization.
  • Conducting software updates, security patches, and virus protection to ensure device integrity and client data safety.
  • Managing data backup and recovery processes to protect client information and restore lost or corrupted files.
  • Providing one-on-one digital coaching and training to enhance clients’ tech confidence and empower effective device usage.
  • Offering proactive technical guidance to prevent future issues and improve overall user experience.
  • Supporting business clients with tailored technical solutions and ensuring minimal downtime.
  • Collaborating with the retail team to understand customer needs and recommend appropriate services and solutions.
  • Maintaining accurate records of customer interactions and service history to ensure consistent follow-up and support.

Education

Bachelor of Computing Science - Computing Science

Thompson Rivers University
Kamloops
12-2023

Skills

  • Apple Ecosystem: Apple Local Server, macOS bootable setups, Apple Business Manager, MDM
  • Microsoft Ecosystem: Microsoft 365, SharePoint, Azure
  • Website Design: Wix, Shopify
  • IT Support: Ticketing systems, server recovery, computer troubleshooting, customer support
  • Operating Systems: Windows, macOS
  • Version Control: Git
  • Service Desk Tools: Slack

Languages

English
Full Professional

Certification

  • Apple Certified Support Professional
  • Apple Certified Specialist


Timeline

Online Service Support Supervisor

Haze Computing Inc.
02.2024 - Current

Apple Specialist

Haze Computing Inc.
05.2023 - 01.2024

Apple Specialist

Simply Computing
05.2020 - 04.2023

Bachelor of Computing Science - Computing Science

Thompson Rivers University

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John Andem