Ian is a Quality and Compliance Officer at ORS and brings a wealth of experience with him. Ian previously worked at Be Software as a results-driven Senior IT Support Professional with 12+ years leading technical support operations at a cloud-based SaaS company. Proven expertise in AI-assisted customer support (improved AI resolution rates from 55% to 80%), help desk ticketing systems, and technical documentation. Recognised for exceeding SLAs, delivering exceptional customer service satisfaction, and mentoring junior support staff. Some of Ian's key achievements are highlighted below: AI-Assisted Support Optimisation – Improved AI resolution rate from 55% to 80% by systematically auditing and retraining bot responses; reduced manual support load and customer wait times. Knowledge Base Development – Created and maintained 50+ customer-facing knowledge base articles; improved self-service resolution rates. Critical Incident Response Lead (January 2024) – Co-ordinated urgent correction of hundreds of Canadian customer invoices with incorrect data. Identified that bot-submitted invoices were correct; worked with the engineering team to fix backend data. Received CEO recognition and outstanding customer feedback. Customer Service Excellence – 25+ years maintaining high satisfaction ratings; consistently received positive feedback across all roles. Problem Solving – Proven ability to diagnose complex IT issues under time constraints; prevented $10k+ fraudulent activity at a previous company (Wright Express). SLA Management – Expert in ticket prioritisation and on-time resolution delivery within strict service level agreements. Documentation & Process Improvement – Reviewed 100+ support procedures; created user-friendly technical documentation.