Ian Hoopes

Experience

• 

  Circuit City Stores, Inc.

  Apr 2002 - Aug 2007

  Product Specialist

  Familiarized self with products, frequently updated product knowledge to match newly available items, spent time recommending appropriate products to customers, trained new associates in selling and computer skills. Completed organizational tasks and led a team of 12. Demonstrated consistent knowledge of current products and procedures in changing technological and customer service environments. Developed strong multitasking skills to maximize efficiency. Completed repairs on Windows computers, from simple RAM installation to major modules. Show less

• 

  The Horizon

  May 2007 - May 2010

  Editor

  Delegated assignments to writers and photographers for an award-winning university publication run entirely by students. Edited writers’ work for errors and issues. Communicated with editors and adviser to ensure graphical and style cohesion across pages. Adapted to design feature, news, editorial and event pages. Completed tasks before deadline. Taught reporters effective photography skills. Wrote and produced editorial columns with a clear and developed point of view.

• 

  Apple Inc.

  Aug 2007 - Sept 2009

  Educated customers in the use of Apple products as a Genius. Worked on an award-winning Genius team which placed in the top 5 in Apple for customer satisfaction. Worked in a time-sensitive environment diagnosing and resolving multiple issues alongside customers and co-workers. Delegated tasks to a team of 13 to optimally manage operations. Organized meetings, providing feedback in a timely manner. Communicated with team on daily business needs regularly to ensure an ongoing dialogue. Developed strategies for frequently practiced procedures. Show less

  • Genius

    Feb 2008 - Sept 2009

  • Mac Specialist

    Aug 2007 - Feb 2008
• 

  Encore Technologies

  Sept 2009 - Sept 2016

  Managed 24-hour, 5-day-per-week phone, Web and email-accessible help desk staffed by three shift technicians. Also managed onsite technicians delivering in-person desk-side support. Controlled reporting and delivered results to multiple clients on a regular basis. Provided recommendations on technology solutions and managed account relations.Managed client servers and technology deployments. Directed mobile device management processes.Directed two Apple Authorized Service Provider locations in Ohio staffed by Apple-certified technicians. Show less Managed location operations including customer relations, finance, training, workflow and vendor relations. Completed onsite service for home customers and businesses individually and as part of a team. Maintained extremely positive relations with onsite clients. Designed custom business solutions for networking, project management and presentations, among others. Edited copy and made recommendations on project quotes. Wrote and refined copy and design for company Web site; assisted in branding company collateral. Show less

  • Remote support, end-user support and repair services Manager

    Nov 2014 - Sept 2016

  • End User Support Manager

    Nov 2013 - Nov 2014

  • Systems Administrator, Engineer/Onsite Account Lead

    Sept 2010 - Oct 2013

  • Onsite Service Coordinator - Indianapolis

    Sept 2009 - Sept 2010
• 

  Publix Super Markets

  Oct 2016 - Apr 2017

  Apple Systems Engineer

  Provided guidance on best practices for managing Macs in the Enterprise. Led installation and management of development and production Casper Suite management environments. Built and designed software packages, Configuration Profiles and JSS policies to fit within a heavily security-minded, primarily Windows-focused technology environment that must fit within payment card industry standards.Administered Active Directory connections using Apple’s Enterprise Connect software. Tested and configured Web proxy settings to ensure compliance with Kerberos standards. Related Microsoft Group Policy Management standards to Apple and Jamf Software equivalents.Formulated workarounds for situations where Apple Push Notifications are not accessible. Established standards on installing security and change management software like Eracent and Splunk. Show less

• 

  84.51˚

  Aug 2017 - now

  Currently I'm building computers for newbies, helping them integrate into the 84.51º world, mentoring co-ops and making dreams come true.Oh, I also fix people's computer problems. I like to think of it as more than that, though.

  • Lead Desktop Engineer

    Mar 2021 - now

  • Senior Desktop Engineer

    Feb 2020 - Mar 2021

  • Senior AV Engineer

    Oct 2019 - Feb 2020

  • Senior Service Desk Technician

    Aug 2017 - Feb 2020