Ian MacVittie
Moved from a position in medical records in Western New York to pursue a career in the growing field of Information Technology in Chicago, Illinois in 2017. Acquired comprehensive experience supporting clients predominantly in the legal sector before joining Oak Street Health (now a subsidiary of CVS Health) in the summer of 2019. Functioned as an Essential Worker throughout the COVID-19 pandemic and assisted the organization in enabling remote work environments for the remainder of staff. Utilized said remote solutions to return to the WNY area in Spring of 2022, where I still reside.
Technical support professional, prepared to bring expertise in diagnosing and resolving technical issues. Proven track record in installing and maintaining hardware and software systems. Valued for effective collaboration with team members and adaptability to changing requirements, showcasing problem-solving abilities and customer service skills.
Work History
Desktop Support Engineer
7 Years 5 Months- Oversaw the 7-year transition of a 5,000 device Windows environment to a 15,000+ device Windows, MacOS, iOS, and iPadOS environment.
- Managed and maintained device payloads and security benchmarks using MDMs such as Kandji (now called Iru, '22-'25) then later Jamf ('25-present).
- Took on and delegated additional duties as team expanded and contracted; Asset Management, Service Consult
- Mentored junior technicians on troubleshooting steps, ticket prioritization, and customer communication best practices; authored Knowledge Articles for institutional memory.
- Resolved desktop hardware, software, and connectivity issues using ServiceNow ticket workflows and remote support tools.
- Configured Windows and Mac workstations, printers, and mobile devices for end users across retail and corporate environments.
- Administered Active Directory accounts, password resets, and access provisioning for standard support requests.
- Supported Office 365, Outlook, and VPN troubleshooting to restore user productivity quickly.
IT Service Desk Analyst
1 Year 8 Months- Operated within a mixed pool of contract and non-contract clients; navigating differences and procedures and protocol for each and owning vested admin accesses.
- Resolved service desk tickets for desktop, application, and network issues using incident management workflows.
- Escalated complex incidents to appropriate technical teams with clear troubleshooting notes and priority details.
- Guided attorneys and staff through password resets, VPN access, and Citrix connection issues.
- By 2018, transferred to dedicated service of a single client, Cooley LLP, covering the peak business hours of their international offices in Great Britain, Europe, and Asia.