Tim Hassett, Appogee
Tim Hassett is the Co Founder of Appogee, a firm whose focus is on delivering an Apple strategy to medium and large organizations. He has over 12 years of experience in serving enterprise clients from an Apple perspective, and collaborating with Apple to do this. The tremendous growth of iOS and OS X has led to a broadening of Appogee’s client base, and rapid growth of the company. Tim has lived within, and adapted to the ever-changing Apple market and ecosystem. Tim grew up in Annapolis, MD, holds a Computer Information Systems degree from High Point University, and lives with his family in Greenville, NC.
Jean Berrouet, iTech Global Enterprises, LLC
Jean has been dealing with Macs since the 90's as a sales representative, service manager, consultant, systems administrator and systems engineer, Apple product specialist, Apple solutions expert. He trains people, manages systems, provides pre and post sales consultation services for Apple Products and 3rd party. He's a member of the Apple Consultant Network, Apple Authorized Business Agent Program, Apple Certification Alliance and Association of Macintosh Trainers amongst other groups. He holds a number of Apple Certifications covering Server Administration, Xsan Administration and Support Essentials.
Christopher Holmes, The Orchard
Introduced to the world of Apple when he bought his first Mac (Core Duo Black MacBook) in 2006. Since then, this enthusiast turned expert has been on an incredible journey of technological discovery. In 2008 he started his I.T. professional journey by joining the Apple Consultants Network. Christopher now sits on this years ACN Advisory Council. Not long after, he was recruited as CTO by an exciting new startup called The Orchard. Working for an Apple Specialist & Authorized Service Provider has placed him at the center of innovation in the South. For the last two years, Chris has been empowering customers and helping shape the digital frontier for organizations.
Sean Costello, Background Backup
Sean Costello has supported Macs in business since 1993. Based in Ottawa, ON, Sean represents the Canadian perspective on the Apple Consultant's Network. He is a member of the ACN Advisory Council, he works with resellers, consultants and business owners across North America to better navigate today's challenges surrounding IT deployment and support. Sean is an expert with CrashPlan Pro, and he excels at helping other consultants learn how to use, to sell and to deploy CrashPlan solutions for their customers.
Allen Hancock, Watchman Monitoring
Allen Hancock received his Bachelor's degree in Early Childhood Education, and relishes the teaching aspect of being an Apple Consultant. In 2000, he started the Mac Consulting Group, Inc: now a full service Apple Specialist and Authorized Training Center in Baton Rouge, Louisiana. Allen finds his thrill in helping his clients make the most of their computing experiences. In an attempt to help streamline checking on the mundane aspects of owning a computer, Allen founded Watchman Monitoring, Inc, a tool for service providers to keep tabs on their clients' computers without the heavy hand of "owning" their computers.
Kennedy Soo Hong, HCS Technology Group
Kennedy is an owner at HCS Training Centers of Florida. His IT Director background in BtoB and Advertising Agencies, combined with an understanding of the graphic design industry, gives him a strong understanding of how to deliver support quickly and effectively.
LeRoy Dennison, PC Mall Services
LeRoy holds a BS degree in Information Science from Christopher Newport University. He retired as an E-9 from the U. S. Coast Guard after 22 years of service. Post retirement, he worked for Computer Sciences Corporation as the head of the Macintosh system administrator team, then as the Senior Systems Engineer for MacCenter, before starting to work directly for Apple in June of 2000. As an Apple employee, LeRoy worked as a Senior Systems Engineer while also serving as an Apple Certified Trainer. From the spring of 2004 until Jan 2010, LeRoy served as the Senior Manager, Technical Training for Apple Global Training. In February of 2010, LeRoy left Apple to become the Partner and Solutions Manager for Active Storage, Inc. In October 2011, LeRoy accepted the position of Apple Consulting Manager with PC Mall Services. LeRoy and his wife Michele Ann reside in Riverview, Florida, just outside of Tampa. Their four adult children live in Florida, North Carolina, and Virginia. LeRoy has one grandson.
Kenneth Bereski, SoBeMac
Ken has been an avid Mac user for as long as he can remember. From his grandparents original Macintosh and an Apple ][e at home, to the latest Apple gadgets, he has always been passionate about the Mac and technology in general. A graduate of Boston College, Ken got his first IT job at the campus computer lab. While in school he began working with Apple, Inc. as a Campus Rep, and later spent several years in Apple Retail, serving as a Mac Genius in three stores (across a move to a much warmer climate). Ken has spent the last six years in Miami providing various technical services to consumers and small business clients, always with an emphasis on customer service. He believes technology should empower and improve lives, not control them
Alan Rudolph believes that the evolution of technology makes IT one of the most exciting careers today. For the past 12 years he has developed websites and software applications, administered corporate servers and workgroups, and repaired many thousands of computers for Apple service providers and Apple Inc. itself. He is 29 years old and lives in South Beach, Florida.
Building Your Brand: Marketing and Business Concerns
You are new in business, or you've been doing this for years; in either case you can't apply your skills as a technology consultant until you have customers to apply them to! Marketing is one of the most important, but most overlooked skills in our business. We will teach you how to market yourself using your social skills, and contacts, as well as people and organizations you may not have considered. You will learn to market your skills to specific communities where word of mouth can catch fire to set your business above the rest.
Best practices: Hardware, Software and Network Deployment
What are best practices for installing new computers? What about Windows partitions, how to install an OS, software updates, and more? What do you need to know about password strength, printer setup, and more? How do you handle serial numbers? What are the basic choices your clients need to know for wired and wireless networks, and VPNs? What are the benefits of master images and deployment methods? We’ll discuss these and other items.
The New World of Apple IDs, iTunes, and Mac App Store
Apple has changed the rules for Apple IDs, iTunes accounts, and more. Learn the new rules, how devices are treated, migrating to new hardware, dealing with multiple IDs, and iCloud. Find out how iTunes Match works, how Mac App Store differs from iTunes, and the right way for doing deployment and imaging. Learn the restrictions for merging Apple IDs and how to combine them.
Troubleshooting Methodologies:Hardware, Software and Network Problems
You've worked your magic on the problems you've encountered and nothing is working. It must be hardware, but how can you be sure? What are the tests and tricks you should try, and in what order? How do you know when a problem is software based or hardware based, and how will that determination change your plan of action to get the problem solved for your customer?We walk you through the best tests and utilities, along with a best practice methodology for troubleshooting, and what to do when you are sure hardware is the problem.
Business Technologies:Mobility, Virtualization and Windows
Businesses of all sizes need business technology. Find out your options for integrating mobility, virtualization and Windows into your clients’ networks.Mobility is a big part of today's world, and it's getting bigger. Who are the main mobility players? What are your Mobile Device Management Options? How do you deal with iOS integration to the Mac/PC?With everything you've done for your customer so far, they think the world of you. It would be horrible to lose that trust just because they ask you to put Windows on their Mac. You may not be a Windows person, but you can absolutely handle Windows on your customers Mac, and we're going to show you how. We will give you the pros and cons of virtualization and non-virtualization options. We'll help you understand some of Windows' main technologies, security and best practices.
An Experts Guide to Working with Clients
So your marketing paid off! You have clients. Now, can you talk to them? Can you translate those often misspoken needs and wants into tangible technical deliverables? Can you help your hard won customers to understand your ongoing value and keep coming back for more? We’ll guide you through some of the most important steps to help you lead your customers; guide them to the right solutions, and convert their unfocused dreams into fully understood needs.Learn how to best protect yourself from scope creep, incorrect needs assessment, miscommunicated rate structures and other communications faux pas' that can lead to unpaid invoices, or worse. Your customer now knows what they want, and what you can deliver and you have agreed to do it for a mutually understood price. You are well on your way to a positive customer experience, and repeat business.Now, how are you going to document all of this? In fact, once you get started, how will you document your work, the customers serial numbers, inventory, and other important data they surely assume you will gather, keep and protect on their behalf? We will show you how to safely and securely document information for your customers, and we will expose you to some of the pitfalls of failing to do so properly.
Storage and Protecting Oneself: Backing up, Archiving and Restoring Data
Well, you've learned your lesson, the hard way. Before making a major change to a system, get a clean backup. But what about backups? There are so many options, some free, some very expensive, and some require you to roll your own. We expose you to the software available to perform backups, and we give you best practices for backup strategies related to backup rotation, media types, online, offline and nearline storage solutions, as well as over-the-net solutions. We talk about the pro's and con's so you can make an informed decision that is right for your specific customers needs. There is no "one size fits all" solution, so we prepare you to make an informed decision.One of the things that is the most fun about computers is making them do things for you automatically, so you can focus your time and effort on more important things in your life. We will talk about how to use tools like Automator, and AppleScript, and even shell scripting to help you to make your computer or your customers computers, do the types of things people expect computers to do.
How to Make Remote Consulting Work for You
You have setup the perfect small office for your customer. Every best practice followed, no expense spared, everything is right. Still, customers love to call with questions, and when they do, you need to deal with their needs in a way that meets their expectations, is fair to you and the loved ones who have to deal with you answering your phone at all hours of the day and night. We will give you solid guidance on how to handle support calls from your customers so you can keep them happy, and keep your sanity all at the same time.If you can't fix it over the phone, you'll probably have to actually work on the customers’ computers to fix the problem. But how wonderful would it be to do so without driving across town? If you plan ahead, and setup the proper systems like ARD, VNC, VPN and a host of other possible technologies, you can solve many support problems for your customers remotely. We show you the currently available options, talk about proper configuration, and costs to you and the customer, and ways you can track your remote support to be sure you make money for your efforts.
You Can't Know Everything: Getting the Support You Need
Your job is off to a fantastic start. You are fantastically prepared, yet as so frequently happens, you run into a snag right in the middle of the job. Something you've never seen before and have no idea how to solve. You feel that knot in your throat that sinking sensation in the pit of your stomach. Where do you turn for help? Where can you find answers to those last minute, on site, make or break questions that can be the difference between success or failure? We show you our favorite places to find those answers, and how to express your searches in the most search engine efficient language.
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