Support Technician It

Gordon Aikman

Founder & CEO, Smart Hands Inc.

Email: ******@******************.***

Phone: 972-***-****

Dallas, TX

Professional Summary

Personable onsite and remote IT technician with 35+ years of experience delivering expert support for PCs, Macs, servers, laptops, networks, and cellphones. Specializes in troubleshooting complex hardware, software, and networking issues while providing white glove, smart hands service for NOCs. Equally strong in software automation: designs and builds Python, Appium, and Selenium tools that replace repetitive spreadsheet, POS, and back office work. Projects include an AI driven day trading bot, a multi platform messaging auto responder, and full stack integrations that have saved companies multiple FTEs. Professional Experience

Founder & Lead Remote Support Technician

Smart Hands Inc. - Jan 2024 - Present · Remote & Onsite Provide remote only and onsite repair for PCs, Macs, servers, networks, cell phones, and tablets. Architect and code Python based automation that drives advertising, scheduling, and ticketing workflows.

Diagnose and resolve issues across Windows, macOS, Linux, iOS, and Android in minutes—not hours.

Deliver fast, personable solutions with a "fix anything" approach and top tier customer satisfaction. Co Founder & Sales Manager

uPhone Wholesale - Jun 2017 - Dec 2023

Scaled a high volume cell phone resale operation from zero to seven figure annual revenue. Authored Python automation to market inventory across eBay, Shopify, OfferUp, and WhatsApp, boosting exposure 60%.

Created Appium agents to post, monitor, and refresh hundreds of ads daily with zero human input. Built an AI auto responder that answered customer messages on every platform and booked sales 24/7.

Integrated Clover POS data with custom spreadsheets and online marketplaces for seamless reconciliation.

Founder & Owner

Dallas Service Parts - Apr 2012 - Oct 2016

Led a laptop refurbishment crew handling warehousing, logistics, and inventory for 5,000+ SKUs. Streamlined teardown to sale workflow, cutting turn around time by 45%. Chief Information Officer

100 Scholars - Sep 2009 - Mar 2012

Directed nationwide deployment and maintenance of student laptops across 30+ school districts. Automated imaging racks that cloned hundreds of systems per day to exact classroom specs. Provided remote and phone support for teachers, tutors, and students coast to coast. Owner & Service Technician

Self Employed - Jan 2007 - Aug 2009

Delivered onsite motherboard, BGA, and component level repairs for regional tech companies. Operated a high volume eBay store specializing in hard to find laptop parts. Lead Technician & Purchaser

Atlantis Computers - May 2004 - Dec 2006

Headed retail service bench; trained staff on advanced diagnostics and data recovery. Sourced parts and systems for sale to MicroCenter, CompUSA, and other national chains. Service Parts Sales & eBay Manager

MET International - Feb 2001 - Mar 2004

Purchased, brokered, and sold Toshiba, IBM, HP, Dell, and Compaq laptop parts plus Compaq & Dell server hardware.

Managed eBay teardown and cataloging operation; shipped 200+ items weekly. Engineered an automated listing to shipment workflow that boosted weekly sales volume 40%. Negotiated bulk lot acquisitions that delivered average gross margins above 35%. IT Specialist

Make Your Bet Vacations - Feb 2000 - Jan 2001

Administered Windows based small business network—servers, workstations, printers, and scanners.

Redesigned and expanded myb.com, improving UX and search visibility. Designed and began rolling out an online ticket ordering system integrated with Sabre travel APIs. Level 3 System Support & Network Administrator

Texas Department of Transportation - Jul 1998 - Aug 1999 Delivered Level 3 support for engineering and mainframe workstation users statewide. Maintained LAN/WAN infrastructure and resolved complex routing and TCP/IP issues. Built internal HTML and MS Access tools that centralized engineering data retrieval. Consulted with users to assess application needs and advised IS leadership on policy updates. Authored technical guides and quick reference sheets in MS Office and Photoshop. IT Consultant & 3 D Software Developer

Byte by Byte Corporation - Feb 1996 - Mar 1998

Installed and maintained mixed Alpha/WinNT and MacOS LAN/WAN using QuickDNS Pro, AIMS, IIS, and WebStar.

Developed and hosted bytebybyte.com with 99% uptime. Troubleshot PC & Mac hardware/software issues for corporate clients. Supported and co developed 3 D animation packages Soft F/X Pro (Windows) and Sculpt 3D (Mac). IT Manager & Auction Specialist

Renaissance Computer Outlet - Aug 1994 - Jan 1996

Designed and launched full tech department for high volume retail outlet. Built ISDN connected Windows 95 web server with Purveyor—an early e commerce platform. MC ed remote auctions, road shows, and trade shows; engineered live inventory & bid tracking. Procured inventory from Remington York, Phoenix, Felix Holland, and Cole Dove auction houses. Developed IP based dealer inventory DB, bug report tracker, help desk, and customer registry apps. 3 D Designer & Network Support

The Facet Group - Sep 1993 - Jul 1994

Created 3 D promotional content for client marketing campaigns. Maintained Windows NT Server networks and provided desktop support. PC Technician

Electronics Parts Outlet - May 1991 - Aug 1993

Performed in store repairs, custom builds, and maintenance for PCs, Macs, and servers. Technical Skills

Hardware Repair (PC, Mac, Server, Mobile)

Network Troubleshooting & Configuration

Python, PHP, Bash & PowerShell Automation

Data Recovery & Forensics

XRDP, Ubuntu, Windows Server Administration

Windows, macOS, Linux & cross platform expertise

Customer Service & Client Relations

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