Nathan Rouke

Background

About Nathan Rouke

Well-rounded Apple-focused support technician with over 16 years of experience. A scholastic education in Art and a real-world education in Technology have put me in the unique position of being an IT professional who can both visually and verbally explain concepts to end users in an easy-to-understand way. I spent about 6 years working for Apple, first at AppleCare phone support then at their retail store’s Genius Bar. The fast-paced environment and company’s focus on customer experience taught me how to quickly identify a person’s knowledge level and adjust communication accordingly. After leaving Apple, I worked with an MSP (Managed Service Provider) called Forget Computers where I was introduced to multi-device management of Apple computers at the corporate level, as well as some onsite network support. The large number of clients and devices solidified an appreciation for project management and organization. All of those skills came into play when I started working in the IT department of a private school. As Senior IT Technician, I provided both phone & in-person support, helped manage all school-provided Apple devices for employees and students, and managed a number of yearly projects that helped keep the school running properly. I also revamped the IT team’s documentation system and created a series of onboarding courses for new techs. The departure of two senior team members resulted in my taking up the role of Systems Administrator. This added large-scale user account management and server maintenance to my skill set and expanded my understanding of how things work on the back end.