SUMMARY:

With an immense sum of Information Technology experience, you will discover a Campaign Badge Veteran that can fulfill numerous hard and soft skill requirements

HARD SKILLS:

Systems: macOS, iOS, Linux (RHEL & Ubuntu), UNIX, Windows 10 (also 3.1 through 8), Active Directory, LDAP, Windows Server (NT 4.0 through 2016), Hyper - V, VirtualBox, VMware, G Suite Administration, SAML Administration via Shibboleth

Databases: MySQL, Oracle, Filemaker, MS Access

Scripting: AppleScript, Bash, JavaScript, HTML, PowerShell, Python, Shell

Software: Adobe Enterprise Administration, Exchange, Microsoft System Center, SAP

MDM: Jamf On-Premise (Mobile Device Management), Confidential Profile Manager

Ticketing Systems: Vantive, PeopleSoft, Zendesk, Mantis, Remedy, Magic, KACE

SOFT SKILLS:

Communication: My work and life experiences blend phone, remote, and in-person resolution abilities from coaching fellow IT colleagues to executives to novice end-users.

Creativity: I find inventive solutions to issues for my employers and I have published multiple novels as a fiction author.

Determination: I strive for perfection with every task I accomplish. I thrive on discovering and eliminating obstacles.

Teamwork: I typically appreciate working with minimal supervision. However, I also flourish with fellow geeks as we collaborate over complex issues that plague our enterprising operations.

Adaptability: I have the flexibility to tailor each comprehensive solution to the respective issue. Rarely does the same solution fit all predicaments.

Problem solving: I approach every issue with the Root Cause Analysis method in mind. I aim for the source of the issue. My troubleshooting methods are seasoned and analytical.

Critical observation: When a crisis arises, I look for the emerging pattern within. Every business needs this type of mindset when examining internal processes.

Conflict resolution: Just as technology suffers from glitches, so does the workplace. I have stepped in many times to mediate during grievances. Every argument has two sides; the trick is to balance the needs for both parties.

Leadership: I have never backed down from an obstacle or challenge. I am proactive when I find a complication, both with technology and processes. I present solutions and can follow them through to completion.

Presentation: I have received training on being a Subject Matter Expert, to enhance my training and mentoring of other IT professionals in the workplace. I enjoy public speaking and helping others.

WORK EXPERIENCE:

Confidential, Sacramento, CA

Senior Information Technology Technician

Responsibilities:

• Lead Jamf MDM Administrator. End-user support for faculty and staff by analyzing instructional needs and designing, testing, Operating System installations, and deploying computer systems.
• Build, configure, and maintain macOS Servers. Resolve hardware, software, and/or operational issues via Remote Systems Access (Remote Desktop and VNC) and in person.
• Deploy new computers and migrate data for faculty and staff as part of Technology Refresh program. Manage Active Directory (AD) records, accounts, and Group Policy.
• Document issues via KACE ticketing system. Utilize imaging technology, such as SCCM and DeployStudio. Maintain college and lab systems integrity.
• Utilize and configure Windows and Linux Servers. Upgraded over 100 campus network switches with Cisco Catalyst 2960-X series switches
• Established college as an Confidential Authorized Self-Servicing Provider, saving $100 and several weeks of downtime per repair.
• First Confidential Certified Technician on campus and Administrator for repair/ordering system with Confidential .
• Enrolled the college with an ETLA agreement with Adobe, saving thousands each year.
• Implemented and administer the Adobe Work-At-Home program to allow Faculty/Staff usage of Adobe products at home.
• Researched and advised multiple LRCCD campuses on MDM solution for the Mac products. Main point-of-contact for Jamf issues/questions.

Confidential, W. Sacramento, CA

Information Technology Field Technician

Responsibilities:

• Tracked and managed computer assets.
• Resolved hardware, software, and/or operational issues.
• Deployed new HP replacement systems and migrated data from obsolete systems.
• Rectified issues via Remedy ticketing system.

Confidential, Davis, CA

Systems Administrator

Responsibilities:

• Diagnosed and repaired macOS, Windows 2003, and Exchange 2003 Servers.
• Resolved hardware, software, and/or operational issues.
• Created and modified FileMaker databases.
• Configured and maintained VOIP phones on an Asterisk server.
• Documented issues via Mantis ticketing system.
• Monitored for server and website issues via Nagios.

Confidential, Elk Grove, CA

Help Desk Specialist

Responsibilities:

• Highest level of phone support for macOS, Confidential hardware and software.
• Delivered phone support for Windows customers.
• Trained new AppleCare Tier 2 agents. Mentored Tier 1 & Tier 2 agents. Ran reports on agent metrics and made graphical spreadsheets for review.
• Delivered technical updates and resolved technical issues for Tier 1 and Tier 2 agents. Directed team meetings.
• Liaison between Tier 2 & Site Support Engineering.
• Supported customers worldwide via IRC and Remote Desktop. Technical support for Mac Geniuses.