Jeff Bowles
@jeffbowles
I am an IT professional specializing in macOS support and customer success.
United StatesWhat I'm looking for
I am an experienced, customer-focused IT professional with over 15 years in consumer electronics and IT support, specializing in macOS, hardware repair, networking, and remote troubleshooting. I combine technical expertise with strong customer service to resolve issues efficiently and meet business objectives.
At Optum I managed the support queue for 15,000 Macs, led teams in customer satisfaction and ticket quality, trained new hires, and coordinated cross-team projects to resolve large-scale outages. I hold CompTIA A+, Network+, and IT Operations Specialist certifications and consistently maintain knowledge bases, provisioning processes, and documentation to improve support outcomes.
Experience
Work history, roles, and key accomplishments
OGAssociate Tech Support Analyst
Optum (UnitedHealth Group)
Feb 2023 - Mar 2025 (2 years 1 month)
Oversaw Mac support for 15,000 endpoints, led cross-team projects including resolution of a company-wide Outlook outage, and maintained internal knowledge base to reduce recurring tickets.
OGSenior Tech Support Specialist
Optum (UnitedHealth Group)
Feb 2022 - Feb 2023 (1 year)
Managed the employee support queue for 15,000 Macs across the US and Ireland, provisioned equipment for hires and replacements, and trained new Mac support hires while maintaining ticket quality and customer satisfaction metrics.
AIProvided nationwide Apple account and product technical support, helped launch a COVID-era pilot support program, and led the team to consecutive months of perfect customer satisfaction and issue resolution metrics.
Independent IT Technician
Bowles Tech Consulting
Jun 2018 - Sep 2019 (1 year 3 months)
Performed hardware and software repairs on computers and mobile devices, set up desktops, laptops, and home office networks, and advised customers on technology purchases and configurations.
Co-founder/Vice President
DontDitchItFixIt, LLC
May 2010 - May 2018 (8 years)
Co-founded and operated a repair business, performed thousands of hardware and software repairs including data recovery and water-damaged devices, and managed inventory, supplier relations, and customer retention.
Education
Degrees, certifications, and relevant coursework
HCHennepin Technical College
Associate of Applied Science, Computer Networking Administration/Analyst
Grade: President's List
Earned an Associate of Applied Science in Computer Networking Administration/Analyst and was named to the President's List.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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