Ian Wilson

Prior to his current position, Ian served as a Customer Support Technician at Enseo, progressing from Tier 1 to Tier 2 between February and November 2022. As a Tier 1 technician, he provided technical support for business partners, fielding incoming calls and tickets from end-users to resolve software and hardware issues with servers, databases, and other critical systems. He recorded, tracked, and documented troubleshooting processes. Advancing to Tier 2, Ian facilitated system maintenance and implemented change management with end-users and Tier 1 technicians. He supported account escalations and prioritized conflict management of key accounts to resolve software and hardware issues, provided technical support and hardware troubleshooting for ethernet, Wi-Fi, and coax networks in international hospitality environments, and trained Tier 1 support team members.

Between 2016 and 2022, Ian operated as a freelance IT Consultant, repairing and refurbishing desktops, laptops, and smart devices. He provided consultation for system designs, upgrades, and replacements, demonstrating his proactive approach and problem-solving abilities. During this period, he also worked as a Locksmith at Bee’s Keys in Dallas, Texas, from April 2021 to January 2022, where he listened to client needs, tailored individualized solutions, and relayed technical information to laypersons. He installed and supported access control systems and other high-security solutions, and provided technical support for company computer systems and networks.

Ian’s diverse experience includes roles as a Studio Assistant at Leonoff Art Glass and Masaoka Glass Design in Carmel Valley, California, between 2017 and 2021. At Leonoff Art Glass, he developed and maintained the company website, provided technical support for computer systems, and designed, created, and sold handmade glass artwork. At Masaoka Glass Design, he constructed, repaired, and installed stained glass windows, and provided technical support for the company’s computer systems. These roles highlight Ian’s adaptability and ability to apply his technical skills across various industries.

Ian’s technical proficiencies encompass network infrastructure, server administration, system installation and maintenance, cybersecurity, systems analysis, quality assurance, technical support, troubleshooting, hardware and desktop support, customer service, conflict resolution, documentation, technical writing, knowledge base management, incident reporting, employee training, and website development, management, and maintenance. He is adept with Office 365, and operates comfortably within Windows, Linux, and Mac OS environments, as well as VMware. Ian’s positive, proactive approach, coupled with his commitment to providing quality customer and technical service, positions him as a valuable asset in the IT industry.

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