Daniel Green

CANADA •-•- DANIEL GREEN IT User Support Specialist PROFESSIONAL SUMMARY Results-oriented IT Support Specialist with over ten years of experience maintaining high standards of technical support and upholding strict SLAs in dynamic environments. My expertise spans comprehensive desktop knowledge across Windows, macOS, Android, and iOS platforms, honed through extensive roles at Maceast, Inc. and Octopi Computers. I possess strong administrative skills in Active Directory, Exchange, and MacOS Server, complemented by certifications including Apple Certified Mac and iOS Technician and Security+. A creative and analytical self-starter, I thrive on overcoming complex technical challenges and am committed to optimizing staff uptime and productivity, making me a valuable asset to a forward-thinking global marketing service provider. SKILLS EMPLOYMENT HISTORY Analytical Thinking (Expert), Linux Technical Support (Experienced), Network Security (Skillful), Linux (Skillful), macOS (Expert), Microsoft Azure (Skillful), Endpoint Protection (Beginner), SIEM Tools (Novice), Windows (Expert), Incident Response (Beginner), Microsoft 365 (Skillful), Technical Documentation (Experienced), Hardware Repair (Expert), System Administration (Experienced), Risk Assessment (Beginner), Vulnerability Management (Beginner), Data Encryption (Experienced), Compliance Auditing (Skillful), Threat Intelligence (Beginner), Malware Analysis (Skillful), Disaster Recovery (Skillful), Forensics Analysis (Beginner), Risk Mitigation (Skillful), MDM Systems (Experienced). CERTIFIED APPLE SUPPORT ADMIN Mar 2017 - Jan 2025 MACEAST, INC. Dartmouth, NS • Diagnosed and resolved over 150+ complex hardware and software issues monthly for macOS and iOS devices, utilizing advanced evaluation techniques and Apple diagnostic tools to ensure 98% first-time resolution rate. • Managed daily technical operations, including server health checks, firmware updates, and security patch implementation, supervised the updating of SOHO security policies and procedures for our contracts. • Authored and maintained comprehensive onboarding manual and SOPs and standardized service protocols across the business. • Conducted hands-on hardware repairs, battery and screen replacements, and logic board assessments and replacements with a 100% compliance rate to Apple standards, ensuring high customer satisfaction. • Liaised directly with Apple support teams for high-priority escalations, contributing to faster case resolutions and implementing system updates to align with evolving AppleCare procedures. LANGUAGES English (Native), French (Novice), Bulgarian (Novice). LINKS My Website: Two Island Harbour: www.twoislandharbour.ca. COMPUTER TECHNICIAN Mar 2014 - Mar 2017 OCTOPI COMPUTERS Halifax, NS • Built and configured over 150 custom high-performance PCs for game development studios. • Performed advanced hardware diagnostics using oscilloscopes and multimeters, executed component-level repairs and reduced downtime for mission-critical systems. • Resolved complex software and OS-level issues on Windows, Linux, and dual-boot systems, Implemented VM solutions for development machines. • Created and maintained a library of bootable USB toolkits with essential recovery and diagnostic utilities for field technicians, created it responder toolkits to facilitate faster on-site repairs. • Adhered to and contributed to updating comprehensive technical documentation, SOPs, and repair guides. IN-HOUSE CONTRACTOR Apr 2013 - Aug 2013 THE DEANERY PROJECT Ship Harbour, NS • Led and managed 5+ major building renovation projects, coordinating with educational stakeholders to align construction efforts with program goals and timelines. • Designed, equipped, and launched a fully operational woodworking shop. • Developed and enforced comprehensive safety protocols, resulting in zero reportable incidents across all educational and volunteer-based initiatives. • Maintained and serviced over 100 tools and equipment items, achieving 98% uptime and reducing repair costs by 20% annually through preventive maintenance. • Procured and installed specialized machinery and infrastructure, enhancing project efficiency and enabling a 80% increase in workshop participation. EDUCATION BACHELOR OF ENVIRONMENTAL DESIGN STUDIES Dalhousie University Halifax, NS COURSES ENTERPRISE IOS SERVICE CERTIFICATION Apple Jan 2017 - Dec 2024 APPLE CERTIFIED MAC TECHNICIAN (ACMT) Apple Jan 2015 - Dec 2024 APPLE CERTIFIED IOS TECHNICIAN (ACIT) Apple Jan 2015 - Dec 2024 AZURE FUNDAMENTALS Microsoft MICROSOFT 365 FUNDAMENTALS Microsoft CERTIFIED IN CYBERSECURITY (ISC)2 Jan 2025 - May 2025 SECURITY + CompTIA Jan 2025 - Present A+ CompTIA Jan 2025 - Present HOBBIES Avid Outdoorsmen, Hiker, orienteering, canoeing, camper, cycling and rock climbing.