Ian Berg

• A dedicated technical support specialist with 14 years’ experience in IT, primarily with interactive displays and whiteboards, collaboration software and computers 

• Ability to use investigative and problem-solving skills in a personable and efficient manner in a fast-paced environment 

• Key skills: exceptional capacity to multi-task and prioritize, quickly isolate, and resolve complex problems and readily learn new business procedures and computer systems and apply acquired knowledge

Technical Escalation Specialist III 2015 – 2023 

Technical Support Specialist I/II 2009 – 2015

• Resolve hardware and software escalations reported to front-line agents by end-users, channel partners and employees worldwide for a variety of proprietary products and Windows, Mac, iOS and Android devices • Serve as Technical Escalation Specialist through coaching and providing guidance to front-line personnel via Amazon Connect and Microsoft Teams • Participate in interviews when hiring new personnel for the team • Consult on the ‘Trusted Tech Program’, a white glove relations initiative with channel partners, working with the Customer Service Manager and the Returns Merchandising Authorization (RMA) Department • Identify eligibility criteria for inclusion of resellers in the program and detail the firmware and hardware specifications required for interactive displays • Identify software bugs to Product Support Analysts and assist them in real-time troubleshooting and testing, compiling progress reports in Azure • Remotely troubleshoot and assist with installing and configuring interactive displays, education and enterprise software and digital projectors • Generate system log analysis and interpret findings from Windows, Mac, interactive display firmware logs and touch detection reports • Draft troubleshooting articles for publication in the company’s support website • Participate in Salesforce ISAT testing to improve system functionality • Process software license cancellations and refunds using Stripe • Draft technical replies for posting to social media platforms

A+ Certified Professional, CompTIA 

Network Technician Diploma (MCSE Specialization), CDI College 

Bachelor of Arts, Political Science, University of Calgary