André McLean Technical Support Specialist | AV, Networking & SaaS Support |

Technical Support Specialist

OneVision Resources

Jul 2025 - Current (1 year 4 months)

Provide remote technical support for smart home, AV, and networked systems across residential and commercial environments.

Information Technology Support Specialist

OneVision Resources

Jul 2025 - Current (1 year 4 months)

Provide Tier 1/Tier 2 remote technical support for residential and commercial smart home, AV, and networking systems. Troubleshoot and resolve issues across Control4 and Savant automation platforms, including lighting control, HVAC integration, whole-home audio, video distribution, scenes, and mobile app functionality.

Support AV systems including Sonos, AV receivers (Denon, Marantz, Sony, Anthem), audio distribution systems, and streaming devices such as Roku, Apple TV, and cable/satellite boxes. Diagnose and resolve issues related to no signal, HDMI connectivity, video matrices, baluns, audio loss, volume control, and multi-room audio performance.

Manage and troubleshoot network infrastructure using Araknis, Ubiquiti

Sr. AM Ops

ergeon

May 2025 - Current (1 year 6 months)

Senior Account Manager

ergeon

May 2025 - Current (1 year 6 months)

Conduct technical pre-sales assessments using cloud-based tools to evaluate project feasibility and scope.

Senior Operations Support Specialist

Varsity Tutors a Nerdy Company

Jun 2023 - Apr 2025 (1 year 11 months)

- Spearheaded daily operational workflows, leading to a 15% increase in tutor-client match efficiency through optimized onboarding and support strategies.
- Conducted rigorous screening and interviews of prospective tutors, improving service quality and ensuring alignment with Varsity Tutors' excellence standards.
- Managed high-volume communications (phone, email, text), reducing response time by 30% while enhancing customer satisfaction.
- Leveraged data analysis and company software to refine tutor placement, track performance metrics, and maintain accurate operational records.
- Served as primary escalation contact, swiftly identifying solutions that increased client retention and tutor engagement.
- Collaborate

Account Specialist

Vision Realty Management

Feb 2023 - Jun 2023 (5 months)

- Screened tenant applications, conducting detailed background and credit checks, ensuring high reliability and tenant retention.
- Managed lease administration, processing renewals and maintaining accurate records, reducing compliance risks by 15%.
- Acted as a liaison between tenants and the maintenance team, resolving 90% of reported issues within designated timelines, ensuring efficient property upkeep.
- Ensured strict compliance with legal regulations, reducing potential liabilities for property owners through proactive contract management.
- Delivered high-quality customer support, addressing inquiries, resolving disputes, and maintaining tenant satisfaction rates above 85%.
- Optimized documentation systems,

Operational Supervisor

Conduent

Aug 2020 - Apr 2024 (3 years 9 months)

- Led daily business operations, serving as a key decision-maker in the absence of operations managers, ensuring smooth execution of strategic initiatives.
- Managed 2-3 supervisors and their teams of 15–20 advisors, overseeing performance optimization, workflow management, and employee engagement.
- Developed data-driven reports on key performance indicators (KPIs), providing timely updates to executive leadership and clients to drive business decisions.
- Spearheaded weekly business reviews, presenting analytics-backed insights to clients and stakeholders to refine operational strategy.
- Enhanced workforce productivity by implementing optimized scheduling systems, ensuring advisor availability aligned with business ne

Customer Support Supervisor

Conduent

Jul 2018 - Apr 2024 (5 years 10 months)

Led daily operations and support workflows across a high-volume environment, ensuring SLA adherence and consistent service delivery.

Customer Service Supervisor / Team Manager

Conduent

Jul 2018 - Apr 2024 (5 years 10 months)

- Led customer service operations for a high-performing team, managing advisor affairs including payroll, HR issues, and scheduling to ensure seamless workforce execution.
- Spearheaded technical troubleshooting and IT support, diagnosing and resolving complex system issues, optimizing performance, and providing business systems, network, and internet support.
- Trained and mentored team members, driving productivity, accuracy, and customer satisfaction, resulting in a consistent increase in service quality metrics.
- Streamlined operational processes, identifying bottlenecks, implementing workflow improvements, and enhancing agent efficiency in customer interactions.
- Hosted key performance indicator (KPI) meetings, de

Culinary Supervisor

Six Flags Great America

May 2014 - Nov 2017 (3 years 7 months)

- Ensure the optimal performance of assigned locations is achieved by following the six flags mantra.
- Input and ensure orders at optimal levels for the production based on projected attendance.
- Ensure areas have the necessary paperwork for inventory movement (cost of goods sold, spoilage, and transfers) and confirm the comprehensive weekly inventory count conducted and submitted.
- Monitor compliance with all labor laws and regulations as defined by Six Flags, state, and the federal government.
- Monitor compliance with all food safety rules and regulations as defined by Six Flags and its governing regulatory authorities.
- Ensure the proper training of all new seasonal team members Monitor compliance with g

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Operations Manager

Burgess McLean Haulage

Jul 2012 - May 2015 (2 years 11 months)

- Negotiated with vendors, achieving favorable rates.
- Streamlined logistics processes, resulting in a 25% increase in operational efficiency and a 15% reduction in transportation costs by implementing data-driven routing software and optimizing fleet management strategies.
- Supervised a team of 50 drivers, coordinating daily delivery schedules and maintaining a service delivery rate of 98% on-time shipments across regional and national routes.

Computer Technician

Jamaica Producers Group Limited

Jul 2009 - Nov 2009 (5 months)

- Installed and maintained computer systems and electronic equipment; configured and managed a network of over 200 devices, achieving a 15%improvement in system uptime.
- Diagnosed and resolved complex technical issues efficiently.
Documented maintenance and repair activities accurately.
- Configured and managed a network of over 200 devices, improving system uptime by 15% through proactive monitoring and swift issue resolution.
• - Enhanced cybersecurity measures by implementing advanced encryption protocols and firewalls, resulting in a 25% decrease in security breaches and unauthorized access incidents.

André McLean

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André McLean

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