Isaac Sorensen
Cheltenham,VIC
Summary
Technical support professional with 11+ years of extensive expertise in customer and operational support. Demonstrates advanced skills in storage management, network performance analysis, and information security. Known for delivering precise diagnostic reports and enhancing troubleshooting efficiency, with a commitment to continuous improvement and excellence.
Overview
11
11
years of professional experience
Work History
Technical Expert
Apple Retail Store
Cheltenham, Victoria
09.2019 - Current
- Create detailed diagnostic reports for completed jobs, ensuring accuracy and clarity.
- Analyse service requests to identify malfunction causes, enhancing troubleshooting efficiency.
- Test repaired equipment before customer return, ensuring functionality and reliability.
- Perform data recovery on Apple computers using advanced tools, restoring critical information.
- Repair screens, keyboards, hard drives, and upgrade memory on Apple products, improving device performance.
- Diagnose and troubleshoot complex technical issues, enhancing repair accuracy and efficiency.
IT Support Officer
Fibernet
Orem, UT
02.2015 - 11.2018
- Trained IT and Customer Support teams, enhancing efficiency and service quality.
- Managed user accounts and permissions, ensuring secure access control.
- Enhanced Linux server security, minimizing vulnerabilities.
- Automated failover processes, maintaining service uptime.
- Configured and maintained network services, ensuring reliable connectivity.
- Trained employees in IT and Customer Support, wrote comprehensive training materials to streamline onboarding.
Camera Operator
Hobble Creek Media
Salt Lake City, UT
01.2014 - 05.2014
- Contracted out by ESPN to film sports for professional teams that were visiting Utah.
- Executed precise camera operations for visiting professional teams, contributing to seamless live sports coverage.
Student Activity Supervisor
Rocky Mountain Elementary School
Lindon, UT
09.2013 - 05.2014
- Supervised student activities, ensuring safety and engagement in indoor and outdoor settings.
- Implemented structured activity schedules, boosting student participation and organisation.
- Monitored student behaviour or and safety, ensuring adherence to school policies.
Education
First Aid Certificate -
Allens Training
01-2024
IBM Cybersecurity Analyst Specialization -
Coursera
01-2023
High School Diploma -
Pleasant Grove High School
UtahSkills
- Technical support expertise in hardware and software troubleshooting
- Hardware technician skills, including repair of screens, keyboards, and hard drives
- Proficiency in MS Windows and Apple operating systems
- Networking skills, including configuration and maintenance of services (DNS, DHCP, FTP, SSH)
- Experience in printer and peripheral configuration and maintenance
- Excellent customer service and communication skills
- Strong analytical and problem-solving skills for diagnosing IT issues
- Effective teamwork and collaboration in IT environments
- Time management and ability to prioritise tasks
- Attention to detail in troubleshooting and maintaining records
References
- Boyd Martin - Apple Manager
0421 119 389
- Jess Mulley - Personal reference
0449 507 482
Timeline
Technical Expert
Apple Retail Store
09.2019 - Current
IT Support Officer
Fibernet
02.2015 - 11.2018
Camera Operator
Hobble Creek Media
01.2014 - 05.2014
Student Activity Supervisor
Rocky Mountain Elementary School
09.2013 - 05.2014
First Aid Certificate -
Allens Training
IBM Cybersecurity Analyst Specialization -
Coursera
High School Diploma -
Pleasant Grove High School
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