Charles Hauser
Clemmons,NC
Summary
Flexible hard worker ready to learn and contribute to team success. Highly-motivated, with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
19
19
years of professional experience
Work History
Apple Engineer / IT Support
Market America/shop.com
Greensboro, NC
01.2009 - Current
- Responsible for purchasing and selecting Apple devices for all departments
- Significantly lowered the cost of operation for multiple Apple-centric departments thereby allowing more users to adopt the platform
- Responsible for deploying Adobe software company wide with Creative Cloud
- Manage over 500 users total with AD Manager/Active Directory in a mixed environment of Apple and Windows users
- (Unlock accounts, reset passwords etc)
- Grew the Apple user base from 45-50 users to over 180 users by filling the gaps left by traditional IT
- Support ranged from Executive VPs, Creative designers, MIS developers, Directors, and even the President and CEO
- Support BYOD employees who declined Windows systems due to both preference and job necessity
- Provided support for corporate executives who exclusively used Apple devices
- Created manuals and training materials for multiple departments
- Provided a streamlined environment for Apple users eliminating compatibility issues by standardizing up to date software and applications to increase productivity
- Provided support for international markets in Taiwan, Australia, Singapore, Hong Kong, as well as domestic offices in NY, CT, AND Miami
- Created font management procedures and machine maintenance policies
- Worked with Department heads and helped compile their annual capital budget
- Diagnosed systems, maintained and created networks in the office as well as back stage and at the Greensboro Coliseum for the company's annual International Convention.
Service Manager
Computer Tree
01.2007 - 01.2009
- Raised the Apple GSX Service Excellence score by 50% resulting in a higher pay margin for Apple repairs and dispatches, thereby increasing service department revenue
- Managed and scheduled a team of 5 service technicians for in-house repair, as well as educational, corporate, and small business dispatches from Apple
- Worked with corporate and education clients to help plan and determine IT software, hardware, and training needs
- Maintained, renewed, and negotiated all new and existing service contracts for all clients
- Maintained the highest tier of Service Excellence Score between 149% and 165% on Apple's GSX scale
- Led the company to earn the AppleCare Service Excellence Award Twice
- Created and implemented Service department policies
- Kept all Apple Certifications current in order to assist with Apple in-warranty repairs
- Composed, and created updated manuals for use in MacOS training classes that I developed for new users
- Marketing and special events
- Helped schedule, proctor and run ComputerTree Training department for service and Pro Apps training.
Service Technician
ComputerTree
Winston-Salem, NC
01.2006 - 01.2007
- Repaired desktops, and laptops and completed onsite dispatches assigned by Apple
- Diagnosed and repaired 8-10 machines daily in-house, or 5-10 machines on-site
- Designed, developed, and taught the 'Intro to Mac' class for ComputerTree and for the Technology Consortium at UNC Pembroke
- Authored 2 versions of the manual to accompany the 'Intro To Mac' class.
Education
Apple Certified Desktop Technician, Apple Certified Portable Technician, Apple Certified Help Desk Specialist, Apple Certified Support Professional, Apple Certified Macintosh Technician -
ComputerTree Professional Training
12.2011
Mass Communications -
University of North Carolina Greensboro
12.2006
Mass Communications -
Hillsborough Community College
12.2004
History-Mass Communications -
Western Carolina University
12.2002
General Studies -
Forsyth Technical Community College
12.2001
Skills
- Excellent Interpersonal skills (positive and approachable)
- Effective communicator, and patient leader
- Motivating fellow associates and fair conflict resolution
- Creative, resourceful, problem solver
- Explaining complex solutions and ideas in way that is easily understood
- Passion for and extensive knowledge of Apple Services and Products
- Technical Writing
- Quality Control
- System Troubleshooting
- Project Planning
- Project Management
- Process Development
Affiliations
- Serve on the Zoning Board of Adjustment in the Village of Clemmons NC
- Serve on the Christian Education Youth Comity at Clemmons Moravian Church
- Lead guitarist for my 10 year old daughter's Led Zeppelin Cover band
- Wedding Videographer
Timeline
Apple Engineer / IT Support
Market America/shop.com
01.2009 - Current
Service Manager
Computer Tree
01.2007 - 01.2009
Service Technician
ComputerTree
01.2006 - 01.2007
Apple Certified Desktop Technician, Apple Certified Portable Technician, Apple Certified Help Desk Specialist, Apple Certified Support Professional, Apple Certified Macintosh Technician -
ComputerTree Professional Training
Mass Communications -
University of North Carolina Greensboro
Mass Communications -
Hillsborough Community College
History-Mass Communications -
Western Carolina University
General Studies -
Forsyth Technical Community College
References
- Veronica Fairley Battle, Coworker, 336-471-9541
- Eric Oriol, Coworker, 336-324-5691
- Lance Berrier, Coworker / Friend, 336-596-0682
- Nick Eller, Friend, 336-403-3505
References
- Veronica Fairley Battle, Coworker, 336-471-9541
- Eric Oriol, Coworker, 336-324-5691
- Lance Berrier, Coworker / Friend, 336-596-0682
- Nick Eller, Friend, 336-403-3505
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