Meet the Wizard

I've been providing computer tutoring and repair services since 1996, when I was a freshman in high school. While I got into this business because I enjoy the challenge of solving difficult problems, I've stayed in it because it allows me to travel around the city and meet a wide range of interesting people and to make their lives a little bit easier. Lately, I have stepped back into a more administrative and supervisory role, with Tyler serving as the front line of support while I'm back in school. However, I am still available for house calls and remote support by prior arrangement..

We are honored to have received Angie's List Super Service Awards for each year from 2011 through 2015. For those who aren't familiar with Angie's List, their Super Service Award goes to the businesses who are in the top 5% in terms of customer satisfaction. Normally it's people with many reports with all A ratings. I've been very fortunate to have many clients who are both vocal and articulate there, and I've learned a lot from their criticisms as well as their praise.

TV Appearance

In early 2012, I was fortunate enough to be featured on More Than Just Learning, an educational program on PCTV (Pittsburgh Community Television). The hosts, Morris and Shirley Shratter, are two former teachers who've been doing the program on PCTV for over 30 years, each time with a new expert on a different topic. If a picture is worth a thousand words, a video must be worth many times that much. I hope you enjoy watching it as much as we enjoyed filming it.

Core Values

The Golden Rule:

We believe in always treating clients as we'd like to be treated: fairly, honestly, and with the utmost respect, kindness and patience. Fixing a computer problem or learning how to use your computer can be difficult and frustrating, so we do our best not to add to that stress. If ever you feel we are falling short of this goal, please let me know right away and I'll handle it. Your constructive criticism allows me to provide higher quality service to everyone, so I thank you in advance for it.

Saving You Money:

We try to help our clients to save money whenever we can. We always recommend proven, reliable, free software as an alternative to buying commercial software. We also recycle working computer parts from clients' computers that are no longer in use. If it's necessary to buy hardware or software, we will always help you to find the best price on what you need. We do not sell hardware or software directly, so that you can be sure we strive to give fair, impartial, and data-based recommendations.

Punctuality and Thoroughness:

We make every effort to be on time for every appointment. However, we also believe in continuing to work on a problem until it's completely resolved. This sometimes means we are unable to leave an appointment at the time originally planned. If someone else's appointment might run long, we will call you to see if the delay works for your schedule. If not, we are glad to reschedule for the next available day and time. We appreciate your patience regarding the scheduling issues that can occur for any service business with a strong commitment to quality.

Expertise:

We are always working to learn new techniques and increase our knowledge of popular technology. Even so, no one can know everything there is to know about a subject. If we are not sure how to do something, or if we need to do some research before answering a question, we will say so. For certain services - web design or learning how to type, for example - I'll be glad to refer you to someone with the appropriate experience.

Privacy:

We take your privacy very seriously, both with home visits and remote support. We use the most secure remote access software available, and I will never access your computer remotely without first speaking to you and asking for specific permission. Any personal information you might accidentally show me during the course of an appointment will be kept in strictest confidence, unless it indicates someone's life or the welfare of a child may be in immediate danger.

Expert Advice:

I base my advice on personal experience and independent research on each a given product. I'm always glad to provide my sources if you'd like to see them. Emails and short phone calls for advice will always be free. Short remote support sessions (under 15 minutes) are also no charge.

Quality Service:

Any work on a problem that returned after I worked on it, or that wasn't completely solved the first time, will always be on my time (meaning no charge to you). I stand by my work and I'm committed to doing things the best way possible, no matter how long it takes.

Accessibility:

We make every effort to respond to voicemail messages by the end of the next business day. (Calls received on Friday will be returned by Sunday evening.) Because our voicemail is for scheduling and urgent questions, and email is better suited to non-time-sensitive questions and comments, we may take a little longer to reply to emails than to calls because they're normally less urgent. If you're having an emergency, please say so in your message and we will do our best to respond quickly even if I might not otherwise be able to. Please pick one way to contact me–either phone, email, or my web form. No text messages, please. Please do not email me asking me to call you; just call me instead.