It Support Geek Squad

Ian A. Lepkowsky Long Island, New York

************@*****.*** 516-***-****

https://www.linkedin.com/in/IanLepkowsky/

LANRover, Franklin Square, NY

IT Help Desk Administrator Nov‘23 - Mar ‘24

● Adapted to dynamic work environments and resolved dozens of daily IT requests, underlining robust technical knowledge and the ability to work effectively under pressure managing 3 district elementary schools.

● Advised high-level technical support to district leadership, including the Superintendent, Assistant Superintendent, Principals, and Vice Principals, affirming the ability to communicate complex technical information to non-technical individuals.

APPLE Garden City, NY Nov ‘18 - July ‘23

Genius

● Assisted customers and set a market record for 62 sessions in one, eight hour, shift.

● Resolved issues, including hardware and software repairs for Mac computers, iPhones, iPads, and accessories for over 30,000 customer appointments, resulting in a consistent satisfaction rating of 4.5/5.

● Consistently entered business leads, as many as 80 per quarter, compared to the store average of 9 per quarter.

● Strong knowledge of macOS, iOS, and Apple software applications and averaged 6 customer resolutions/hour compared to a store average of 2.8 resolutions/hour by optimizing my workflow process to improve efficiency.

● Awarded a company internship with the business team for outstanding performance metrics and developed business training materials that were adopted for use by all business reps in the larger New York market team.

● Successfully repaired over 188 phones consecutively with a 100% accuracy rating setting a record standard for the market and received notable recognition from corporate management for this accomplishment.

● Mentored and trained team members, including onboarding of new Geniuses to new entry level employees, as well as helping existing team members to improve the accuracy and efficiency of Mac and iPhone physical repairs, as well as of software issues for all Apple products. EDUCATION Sept ‘09 - May ‘13

SUNY Albany

● Graduated with a bachelor’s degree from the honors English program with a 3.75 overall GPA. TECHNICAL PROFICIENCIES

Hardware Knowledge:

● Setup, configuration, and troubleshooting of PCs, laptops, and peripheral devices (printers, scanners, etc.).

● Expert understanding of mobile devices (smartphones, tablets). Software Proficiencies:

● Installation, configuration, and troubleshooting of operating systems (Windows, macOS).

● Familiarity with office productivity software (MS Office, Google Suite).

● Working knowledge of email clients (Outlook, Gmail).

● Understanding of antivirus and backup software.

Networking Skills:

● Knowledge of troubleshooting LANs and Wi-Fi networks.

● Familiarity with VPNs and remote access technologies. Customer Support Skills:

● Excellent communication and problem-solving skills.

● Ability to translate technical terms into non-technical language.

● Patience and empathy when dealing with frustrated users. Security Awareness:

● Expert understanding of cybersecurity principles.

● Knowledge of secure password practices and user authentication methods.

● Awareness of common cyber threats (phishing, malware, etc.).

Contact this candidate