Christopher Mason 12 Benson Close

Reading, Berkshire RG27LP T 07825443774

c_mason@me.com

P R O F I L E I'm a highly motivated, energetic and passionate advocate of technology with proven problem solving skills in commercial and home use. A solid innovator, trainer and leader within companies such as Apple.I have a great ability to empathise with people, trouble shoot and communicate effectively. I'm able to look at a scenario and provide a complete solution.I enjoy learning and I am proactive in seeking knowledge. I am looking to further develop a career within IT and business support.

S K I L L S • Working towards achieving the CCNA qualification and the CompTIA N+.

• A proven knowledge of both Windows and Microsoft applications as well as expert knowledge of iOS and Mac OSX. Experience of using Windows Server, Active Directory and Mac OSX Server.

• Working experience of troubleshooting network issues.

• User of various Pro-Apps including Aperture, Final Cut, Logic and Adobe Creative Suite.

• Early adaptor of new technology. A cornerstone belief at Apple Retail for the Expert role, leading from the front with learning and implementation of new Operating Systems such as Lion/Mountain Lion/Mavericks, Windows and creating solutions with new iOS capabilities for the iPhone/iPad within Lion/Mountain Lion/Mavericks.

• I'm a strong team player, a skill which is imperative in my role in a fast paced and extremely demanding environment where my technical expertise and problem solving ability needs to be matched in equal measure by my customer service skills. My experience gained at Apple, festival and stage setups for the Academy of Contemporary Music required excellent team, communication and multitasking skills in order to complete tasks.

• I'm a solid problem solver able to create bespoke solutions for customers either in advance or on the fly. The solutions I am called upon to provide can be for an individual home environment or designing custom build solutions for small and medium sized business.

• Experience of deploying technology with custom builds for specific purposes.

• Experience at managing licenses for various software. Monitor use and redeploy when needed.

• Experience using ticket systems such as ICCM.

A C H I E V E M E N T S • One of the first ‘Experts’ to be hired externally Apple within the UK Market. Before this point, Apple had

previously not advertised this role externally as they trained or promoted from within due to the specialist nature of the role and the skill set needed.

• Led the team in the restructuring of the Expert role for Apple Retail worldwide. Helped to support the change in focus for Retail Stores while maintaining metrics. The Expert role has developed over time and I have helped spearhead the changes within my store to align with the new company directives I helped to develop.

• I was a store mentor supporting successful training and development of other members of staff at Apple. As a part time music teacher, I have a keen interest in development. Other members of the team have benefited from my knowledge and thus been better able to answer customer questions to a higher technical level.

• Developed policies and procedures for customer data migration including minimum specs, deployment of information and technical training, this was then delivered to staff in the store. This in turn helped to structure the in store systems and to meet expectations of customers using the service.

• Developed an ordering and repair system at the Academy of Contemporary Music for departments. This system helped streamline repairs and to limit the downtime of equipment within the college, leading to student success and commercial success with professional masterclasses.

• Support business team with leads and act as a technical liaison for support. I also support the Creative Trainers with customer sessions.

• Consistently exceed sales targets set for the sale of Macs, One to One membership, Applecare extended warranty and Joint Venture bespoke business support.

• Helped build and nurture a relationship with Apple while at HeathWallace, securing discounts and service.

• Helped develop new procedures for monitoring systems, software and equipment deployment.

E X P E R I E N C E IT Support Analyst, HeathWallace, Reading – March 2015 - Present Responsibilities • Successful building and deployment of IT equipment, ranging from PC to Mac builds.

• Monitoring of Freshdesk ticketing system, answering ticket requests and escalating if necessary.

• Deployment of IT software. Purchase and assign licenses where needed and monitoring the uses.

• Managing software builds deployed in the EMEA and the AP regions using Windows Server.

• Maintain relationships with suppliers.

Service Desk Analyst, Audatex, Reading – Oct 2014 - Jan 2015 Responsibilities • Support Audatex software in a B2B environment.

• Diagnose issues, log tickets and provide a resolution either via email or telephone.

• Remote access to client’s PC’s to fix issues.

• Support new products such as iPad applications.

• Allocate tickets to the correct teams for resolution by supporting different departments.

Expert, Apple Inc, Reading — March 2011 - Oct 2014 Responsibilities • Support application training for staff and customers. Cover One to One sessions for the Creative team.

• First Line technical support before Genius bar. Diagnose and triage devices. Technical support for staff on the shop floor, commonly involving networking solutions.

• Support customers and staff with queries regarding pro-apps and technical requirements.

• Support business team with customer leads, act as a technical liaison and support sales.

• Lead sales of Macs, support Apple initiatives such as One to One, Applecare and Joint Venture.

IT and Technical Support, Freelance — Oct 2010 - March 2011 Responsibilities • Diagnose and troubleshoot device issues, network configurations in home use.

• Install RAM, repair other hardware issues on device.

• Stage support including setup, load-out and sound engineer support.

Department Manager, Andertons Music, Guildford — May 2010 - Oct 2010 Responsibilities • Manage team, follow up on individual sales for myself and the team.

• Support customers with technical queries and provide solutions.

• Liaise with suppliers to fulfil orders.

Lead Buyer, HMV Premier Store, Newcastle — Nov 08 - Apr 2010 Responsibilities • Order, replenish and manage 50 foot back catalogue section.

• Facilitate customer requests, chase orders and help train seasonal staff.

Facilities and Technical Co-ordinator, Academy of Contemporary Music — Aug 2005 - Aug 2008 Responsibilities • Maintain running of two 40 machine Mac suites, 2 large studios and 3 post production suites.

• Monitor connections between MIT suites, check network is running correctly.

• Maintain standards of equipment such as guitar amps, drum kits, PA systems and mini PC server racks.

• Liaise with professional masterclass musicians for technical requirements in performances.

• Monitor Mac suites using VNC and re-imaging machines periodically with custom image.

• Represent ACM at festivals, shows and setup events to promote the college in the area.

E D U C AT I O N BCS — Associate member

ITIL — training in Progress

Cisco Certified Network Associate — CCNA in Progress

CompTIA N+ — In Progress

Academy of Contemporary Music — BAhons in Contemporary Music Studies. Achieved 2:2. 2003 - 2005

Academy of Contemporary Music — Higher Diploma in Production. Achieved Merit. 2002 - 2003

Coquet High School — A levels. Music, Philosophy and Ethics. 1999 - 2002

Coquet High School — 9 GCSE’s including English, Maths and Science

I N T E R E S T S I have a massive passion for music, having played various instruments since I was 13. I thoroughly enjoy playing gigs with the few bands I play in and I also teach on a small scale. I have a few interests I am working on at the moment including learning German for a hobby. I thoroughly enjoy watching films, especially anything from the 80's Brat Pack era.

R E F E R E N C E S

James Moore Liam St Ledger

Senior Manager, Apple Oracle Academy of Contemporary Music James_p_moore@apple.com liam@acm.ac.uk