Systems Administrator

• Jul 2020 - Present

Mac Administrator

• Sep 2008 - Jul 2020

Responsible for overseeing the day-to-day functioning of the 1:1 Mac program, as well as providing support for other technical issues. This includes: troubleshooting, hardware and software repairs, management of computers, and back-end software. Administrator and architect for mobile device management (allows for distribution of software and settings for all computers and mobile devices within our ownership). Responsible for overseeing the day-to-day functioning of the 1:1 Mac program, as well as providing support for other technical issues. This includes: troubleshooting, hardware and software repairs, management of computers, and back-end software. Administrator and architect for mobile device management (allows for distribution of software and settings for all computers and mobile devices within our ownership).

Genius

• Sep 2008 - Nov 2013

Macintosh computer and iOS Device repair technician and customer support technician. Responsible for managing queues of 10-15 minute support/repair check-in sessions. All triaging, troubleshooting, and check-in done within appointment timeframe. Given task of being Apple, Inc.’s customer facing liaison. Geniuses are given leeway to make difficult decisions on the fly and must be able to handle extremely stressful situations with agitated customers. All machines checked in with parts available are expected to be repaired and fully tested within 24 hours. -Developed and led several Family Room classes on various aspects of Mac hardware and software (terminal, Library folders, Troubleshooting, Check-in process) in order to get all Geniuses and Family Room team members on the same page so we could provide the proper level of support to our customers -Frequent group and one-on-one discussions about new products and services and how they relate to our job, and how we are able to support these on the job -Follow-up on repairs both post-check-in and post-repair to determine if we’ve missed anything, or if we’ve set the proper expectations. If necessary, have discussion with repair and/or check-in technician -Won an award for “all hands on deck mentality” due to multitasking abilities -Building and maintenance of backend servers and tools (re-imaging and backup servers), Coordinating training of newly hired Geniuses, Teaching UNIX fundamentals and command-line basics classes to technical staff

Abuse Manager

• Mar 2004 - Mar 2007

Responsible for investigation and summary removal of material deemed to violate Terms of Service and U.S. law. Knowledge of DMCA (Digital Millennium Copyright Act), copyright law, inner-workings of Usenet and internal company policies were used to gauge whether a post needed to be removed. Regular reports to FBI and National Center for Missing and Exploited children were made. Dealt with subpoenas, summons, and other sensitive legal inquiries related to Usenet. Handled all complaints regarding SPAM, advertising, and any other activity contrary to the common rules of Usenet.

Technical Support

• Mar 2004 - Mar 2007

EasyNews is the world’s largest internet Usenet Service Provider. Responsible for supporting 100,000+ users on phone, e-mail ticketing system, instant messenger, and live chat. PureGig is a business class internet provider, one of the largest in the Southwestern United States. Responsible for installations of both hardware and software in a very large datacenter environment. Knowledge of Linux, BSD, Windows, and various router operating systems required to support 100+ customers. Maintenance and upkeep of three large datacenters, as well as installs (cabling, racking, installing OS, setting up networking environment) in large facility.