SUMMARY:

With 23 years of IT support experience primarily at second - level, I have a proven track record of providing excellent customer service, implementing various desktop and mobile technologies, and being meticulous in ensuring proper company workflow. I especially excel in large-scale environments, media-related industries, and IT support teams. With the numerous experiences I have had, I can also mentor other technicians of varying skill. Most of all, I can adapt myself to emerging or differing technologies very quickly.

SKILLS:

• Platforms (operating systems and hardware): macOS (up to version 10.14.3) on Apple Mac computers
• Windows (up to version 10 build 1803) on Dell, HP, Lenovo, Toshiba and VAIO computers iOS (up to version 12.1.4) on Apple iPhone and iPad devices
• Kubuntu Linux (versions 16.04 LTS, 18.04 LTS) on HP and Dell workstation computers
• ChromeOS on Chromebook compatible devices
• Android on various smartphone and tablet devices
• BlackBerry Enterprise Server for BlackBerry devices macOS Server (up to version 5.6) on Apple Mac computers
• VMware ESXi hosting Windows Server (up to version 2016) on Dell and HP/Compaq hardware
• A/V, NAS, VOIP, UPS

SOFTWARE (APPLICATIONS AND SERVICES):

Microsoft Office suite/365: Excel, PowerPoint, Outlook, Word

Adobe Creative Suite/Cloud: Acrobat, After Effects, Illustrator, InDesign, Photoshop, Premiere Pro

Mac management: Apple Remote Desktop, munki, DeployStudio, Foreman using Open Source Puppet, Jamf Pro (formerly Jamf Casper Suite), Absolute Manage

Windows management: Active Directory, System Center Configuration Manager (SCCM), Remote Desktop Protocol (RDP), Microsoft Deployment Toolkit (MDT), Universal Imaging Utility (UIU), Kaseya, Altiris

Linux management: Foreman using Open Source Puppet

Video conferencing: Skype (for Business), BlueJeans, Google Hangouts Meet, Zoom, Polycom, Cisco

Virtual desktop: VMware Horizon VDI, Oracle VirtualBox, VMware Fusion for Mac, Parallels Desktop for Mac

Mobile device management: Apple Configurator (up to version 2), Jamf Now, MobileIron, BlackBerry Enterprise Server, Good Technology

Service desk: Zendesk, Request Tracker, ServiceDesk Plus, Jira Service Desk, Track - It, HP Open View, Web Help Desk, Remedy, Lotus Notes, HEAT

Anti-virus/anti-malware: Sophos, Symantec Endpoint Protection, Malwarebytes, McAfee

Backup software: CrashPlan, Backup Exec, arcserve, Retrospect

E-mail systems: Microsoft Exchange Server (5.5, 2003, 2007, 2010, 2012)

RECENT EXPERIENCE:

Confidential

IT Support

Responsibilities:

• Provide IT support for the following production:
• Provide support in a feature production for Linux, Mac and Windows computing environments (30/50/20)
• Provide direct support to James Cameron (Director) and his entourage
• Assist Confidential crew with motion capture Linux PCs and stage network connection needs
• Troubleshoot Lightstorm Entertainment Linux PCs running Kubuntu 16.04
• Administer Wi - Fi usage for BYOD and production use through hosted Ubiquiti portal

Confidential

Support Technical Engineer

Responsibilities:

• Supported the following productions:
• Provide support in creative Linux, Mac and Windows computing environments (50/30/20)
• Assist with team and department production moves when necessary
• Document all relevant processes at first through TWiki, and then Zendesk
• Mentor other technicians when appropriate
• Maintain inventory using custom FileMaker database
• Participate as a Mac admin, assisting with the Mac support strategy
• Track service desk calls using at first Request Tracker, and then Zendesk
• Administer Wi - Fi usage for BYOD and production use through custom Python-developed web portal
• Maintain Mac desktop backups using Code42 CrashPlan
• Rotate to other Confidential buildings within the Miramar area when required
• E-mail system: generic IMAP internal, Office 365 external

Confidential

Senior Systems Engineer

Responsibilities:

• Travelled to school locations to provide support in mixed Windows and Mac environments
• Majority time split between Francis Douglas Memorial College and New Plymouth Girls' High School
• Worked with other regional Confidential technicians to resolve various school tech issues
• Administered Wi - Fi usage for BYOD and school use through schools' respective web portals (Aerohive for NPGHS, Ruckus for FDMC)
• Network environment: Windows Server 2016, macOS Server 5.5
• E-mail system: Exchange Online, Gmail via Google for Education
• Remote support: Taranaki region, primarily for New Plymouth schools

Confidential, CA

Systems Analyst

Responsibilities:

• Travelled to studio locations (CBS Studio Center, Culver Studios, Disney Burbank studios, El Capitan Entertainment Center, Prospect Studios, Quixote Studios) to provide production support in predominant Mac environment (90%)
• Tracked service desk calls using Service Desk Plus On - Demand
• Managed standard Mac system builds using first DeployStudio and then Jamf Casper
• Developed Atlassian Confluence and then Office 365 SharePoint documentation on how to support each TV production
• Worked with other technicians to resolve second-level issues from the various TV productions
• Administered Disney studio lot Wi-Fi usage for BYOD and production use through Disney branded Aruba ClearPass web portal
• Network environment: varies based on studio location

Confidential, Beverly Hills, CA

Technology Support Specialist

Responsibilities:

• Provided in - person and remote technology support in predominant Windows environment (70%)
• Established management of Mac environment (30%) with OS X Server and DeployStudio
• Mentored technicians on how to provide second-level support and advanced troubleshooting
• Provided strategy for long-term support of all Apple products within the Academy
• Tracked service desk calls using at first Track-It, and then Jira Service Desk
• Used Zoom video conferencing for award show committee and Governors' monthly meetings
• Rotational support for the headquarters, film archive, library and museum
• Windows Server within VMware, OS X Server 4.1.5

Confidential

IT Support Engineer

Responsibilities:

• Provided in - person and remote technology support in a predominant Mac environment (90%)
• Provided secondary server administration and network infrastructure support
• Communicated with third-party IT vendor (Revera) providing primary administration of custom solutions
• Developed and maintained desktop support standards using DeployStudio and Absolute Manage
• Mentored technicians on how to provide second-level support and advanced troubleshooting
• Tracked service desk calls using Web Help Desk
• Used Polycom video conferencing for interoffice client calls
• Administered BYODs using MobileIron MDM
• Project: plan and migrate 99 Enterprises' Motion Graphics from an Apple Xsan to a Studio Network Systems' NAS
• Network environment: Windows Server 2008 R2 within VMware, OS X Server 10.9
• E-mail system: Exchange 2010
• Remote support: various agencies in the Auckland Central area