Question 1

Are you an insured business and do you guarantee your work?

Accepted Answer

All work comes with guarantee in writing and in the case of hardware has at least 12 month warranty.

Question 2

How did you decide to get into your line of work?

Accepted Answer

I grew up with the birth of the PC, my first computer was Vic20 in 1983, folowed by C64 in 1986, then Amiga in 1987, first PC was 386DLC40 in 1989 at that point I was studying Computer Programming and my craving for technology lead me to be one of the very few people at the time who knew how to build a PC and install the operating system, this then lead to me build PC's for friends and by 1993 I was building 10 per week, this then lead me to make contact with computer Wholesalers who offered me my first full time Job in 1994, 2 years later and I had gone from sales/technical support to their National IT Manager based in their Melbourne office, I have always loved technology and pushed it to it's limits my wife calls herself a techno-tard therefore even though my whole house is automated it setup so that it's very simple to manage and use anyone 4 to 64 old can use it.

Question 3

Do you have a favourite customer story you would like to share?

Accepted Answer

Typically I keep customer information private however some of the best stories I have gather over the years have actually happened in the last 2 years while I have been the Computer Services Manager for a Non-For-Profit, most of our clients have a physical or mental disability and when we provide a solution that makes their life easier and they send us thank you cards that to me gives meaning, IT is usually a thankless job, the only time you get feedback is when there is a problem, but working in NFP has shown me I can make a real difference to someones life and that makes it more than a living/hobby it makes it a real passion that's the why I'm doing this, now that the NFP I worked for is running well having gone from deficit to profit, and delivery from months of waiting to days/hours there is nothing more I can do for them but allot more I can offer people directly.

Question 4

What do you like most about your job?

Accepted Answer

I love all Technology and how I can combine it to make our lives fuller, having my own family I really appreciate the time I can spend with them and when everything works right then I have more time for them, in addition when I want me time it's just as important that I'm not wasting it so my focus is always on better/easier/faster with all things tech.

Question 5

What questions should a customer ask to hire the right service professional?

Accepted Answer

My top 5 tips for picking the right contractor at anything (not just IT)  1. Get the person on the phone and talk to them if they don't want to talk then their not interested and not going to care about your fix, their in it for the money.  2. Ask questions about their history, are they willing to provide references and a resume, your the employer so why shouldn't this be like a job interview.  3. Ask then what experience they have had in the past with your problem/need, then ask why they are better at it than anyone else.  4. Ask them if they can provide written fixed price quote this makes sure they stand by their ability to fix, it also gives you the opportunity to ring around and check if your getting a good deal.  5. Ask them if they have a public feedback mechanism i.e. OneFlare/Facebook etc a way to share your experience with them for all to see, if they do then you know they are willing to risk their reputation.

Question 6

What questions do customers commonly ask and how would you answer them?

Accepted Answer

The most common questions I get are actually usually statements from clients for example  1. My computer is slow - my answer to this is to ask some relevant question including age of system, when you noticed it was slow, what do you use it for and when is it slow i.e. when it starts up or when your browsing the internet, all of these help me pin point the problem, from that point I can get a rough idea what to quote.  2. How do I access (website/application) - may answer is to ask what your trying to access then step through a checklist of requirements for that website/app, I can then offer to train the client how to use and make sure while I'm on site that everything works smoothly.  3. How long will it take - My answer is usually 30 min to 1 hour for most quick fixes, however it's just not good practice to ignore system health hence the reason I charge for initial diagnostics while any technician can fix a specific problem it much better to have a complete health status that way only 1 visit/repair is needed as it's common to fix 1 problem and find another, it also gives my clients piece of mind that their system is running in tip top form.  Over the years I have learnt that when I get the system I use a comprehensive suite of tools combined with comprehensive checklist to quickly identify the problem (typically 30min) most typical problem can be fixed very quickly by the right tools in the hands of an experienced expert.

Question 7

What makes you the most reliable and trustworthy person for the job?

Accepted Answer

In the past I have been security cleared (worked for WA Police, & Department of Justice) and have a current Police clearance, on top of that I am well known through the industry and pride myself on my reputation for being the go to when no one else can fix it (Even received awards for being Mr Fixit).

Question 8

Why should a customer hire you over another service provider?

Accepted Answer

With 28 years experience I have seen every technology grow, I live and breath technology, for 22 years I have been in IT technical Management the last 2 in the Non-For-Profit disabilities area, meaning I not only keep up to date with technology but am very close to what clients want, the focus is on satisfaction, regardless of budget I am committed to find a solution and bring a smile to my clients faces

Question 9

What are the typical things that you need to know before you can provide a quote to a customer?

Accepted Answer

Before I can provide a quote I will need the following  1. If it's a callout where your located (can do rural clients but there is a surcharge) 2. All passwords for the system, if I have to break in (which I can) that will take extra time. 3. How fast you need me, I work 7 days and after hours there is no extra charged for this but if it's not urgent then that lets me get to clients that are. 4. Nature of the fault, does the system boot into OS, are the lights on, is it working but really slow, or do you just want a particular service like Media Server Setup, pfSense Firewall or even a new system or NAS. 5. What is your budget, you don't have to tell me that but it will help when were discussing options for me to know how far you can go, for example you want a gaming system that will play all games but have < $1000 that tells me you don't want a system with a $1500 graphics card in it but a $250 one will do the job. 6. Where did you hear about me, for example there is 5% discount for Oneflare clients if they mention it to me.

Question 10

How can a customer save money before you start the work? Please give 3 tips

Accepted Answer

The 3 biggest time wasters are  1. Not knowing your login username and password for Internet connection (contact your ISP) 2. Not knowing your Wifi password (check another device that does work) 3. Not checking everything is plugged in (make sure modem/router, PC, and Monitor power lights are all on, and that if you PC plugs into your modem/router that the port it plugs in lights up on the modem/router)  Checking and confirming the 3 tips above

Question 11

Are there any special offers you would like to offer to Oneflare customers?

Accepted Answer

Oneflare customers are offered a 5% discount if they mention where they found me

Question 12

What makes your pricing competitive?

Accepted Answer

To keep everything affordable and straight forward I charge by the 30min interval that way if it takes me 30min your not paying me for the full hour, I also where possible charge a fixed price this is quoted up front, clients then have the piece of mind knowing they get the most affordable solution with a cap on their price so they don't blow the budget, I do charge a flat rate call-out fee or diagnostic fee however that insures all issues are identified documented and client gets a complete solution, I don't just fix the surface I make sure the system is 100% before I give it back.

Question 13

How do you normally charge for your service?

Accepted Answer

Flat $50 callout fee that includes travel up to 50KM and first 30min on site for diagnostics or solution design. $25 per 30min for my labour after diagnostics or fixed price quote depending on client preference and budget.

Question 14

Is there a particular aspect of your trade or industry that you specialise in?

Accepted Answer

I specialize in finding solutions no one else has the skill to do, the intricate interaction of software and hardware and how combinations of technology can be used to automate almost everything, my particular focus is on Automation, the set and forget, whether it's Media Servers, Storage devices, Internet Security or combine all 3 to free the client from spending hours searching the internet for whatever their after and instead having their system do everything for them, even to the point of tracking their usage and suggesting what they may like, have that presented to them on their big screen so they can kick back with a remote and just press play

Question 15

What experience, skills, qualifications or training do you have to make you the right person for the job?

Accepted Answer

With 28 years Technical experience I have received training in a vast majority of PC related technology including  Microsoft Certification Training - Have been trained to expert level in all operating systems both desktop and server available since 1996.  Intel GID Training - Trained by Intel (The no 1 CPU manufacturer for PC) specifically in their architecture and use of their CPU's  Cisco - Training to expert level in all forms for networking with a strong focus on TCP/IP (The protocol of the internet).  Samsung Training - Trained in all aspects of their display technology.  Software Development - Originally trained as software developer, this offers me the unique understanding of both hardware and software, I can make things work no one else can as most engineers understand one or the other I know both.

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