Ian Satterwaite

• Engaged in user support interactions via telephone and Remote Desktop.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.

• Provided remote and phone support for managed service customers.
• Primary areas of support were desktop applications, network disturbances, hardware issues/replacements, IT relocation services, and user training.

• Configured and deployed new user workstations including software installation, user access control, data transfer/backup, and system security.

• Purchased, configured, and installed Ubiquity network systems.

• Set up vendor partnership with Trend Micro, purchased and implemented new antivirus system for company and all managed service clients.

• Managed local and AWS Red Hat Linux servers for customer websites and Ubiquity network management system.

• Worked with managed service customers to transition them to remote work capable systems.

• Provided onsite, phone, and remote desktop support for students and faculty.
• Maintained computer lab machines through software updates and system imaging.
• Assisted students setting up CSU provided software on their personal machines.
• Set up and performed updates/maintenance on faculty Android/IOS devices.

• Provided remote and phone desktop support for Microsoft products including Windows OS, Word, Excel, PowerPoint, and Outlook.
• Provided detailed records on support provided for company ticketing/billing system.
• Completed app-specific training courses for each program in the MS Office Suite.

• Provided onsite and remote desktop support for students and faculty.
• Maintained lab machines through software updates and machine imaging.
• Provided software installation, virus removal, system maintenance, OS installs, and basic repair services for student machines.
• Responsible for intake, labeling, handling, and security of checked in student machines.
• Projects for other departments including setting up laptops for student
registration and hardware upgrades for the school paper.
• Assisted in interviewing, hiring, and training process fore new lab technicians.