Technical Support Engineer

• Feb 2023 - Present

Network Engineer V

• May 2022 - Oct 2022

• Remoted into user devices to confirm location of non-permitted technologies • Utilized shared Excel documents to collaborate with multiple teams in remediation • Aided team in information gathering on users whose machines needed software remediation • Provided installation path and executables to assist remediation with software removal • Communicated effectively to ensure accurate data was collected throughout the remediation process • Remoted into user devices to confirm location of non-permitted technologies • Utilized shared Excel documents to collaborate with multiple teams in remediation • Aided team in information gathering on users whose machines needed software remediation • Provided installation path and executables to assist remediation with software removal • Communicated effectively to ensure accurate data was collected throughout the remediation process

Technical Support Analyst III

• Aug 2020 - Jun 2022

• Processed intake, status and outgoing shipment of hardware via ServiceNow • Provided exceptional new hire, user and executive user support both remotely and on site • Aided users with both hardware and software requests, installations and troubleshooting • Assisted team with imaging, setup and quality control of new devices or devices in for service or outgoing • Utilized ServiceNow, JIRA and Confluence to accurately track incidents, update inventory and create guidance • Processed intake, status and outgoing shipment of hardware via ServiceNow • Provided exceptional new hire, user and executive user support both remotely and on site • Aided users with both hardware and software requests, installations and troubleshooting • Assisted team with imaging, setup and quality control of new devices or devices in for service or outgoing • Utilized ServiceNow, JIRA and Confluence to accurately track incidents, update inventory and create guidance

Technical Support Analyst II

• Nov 2021 - Apr 2022

• Processed intake, status and outgoing shipment of hardware via KACE and JAMF, rolled out JAMF initiative • Maintained exceptional new hire onboarding, current user and executive user support both remotely and on site • Troubleshooted hardware and software requests, desk setup, installations and networking provisioning • Imaged, setup and quality controlled new and reused devices for deployment • Promptly assists users and notates tickets accordingly to provide seamless assistance within JIRA Show less

Support Technician

• Aug 2019 - Sep 2020

• Provided client support via phone and email, tailored to their individual business configurations and needs • Monitored client devices and supported or scheduled them for servicing as appropriate • Aided clients and integrators with exceptional support via our ticketing system • Assisted team with imaging, setup and quality control of new devices or devices in for service • Maintained exceptional client relationships by being part of a reliable resource to their businesses • Provided client support via phone and email, tailored to their individual business configurations and needs • Monitored client devices and supported or scheduled them for servicing as appropriate • Aided clients and integrators with exceptional support via our ticketing system • Assisted team with imaging, setup and quality control of new devices or devices in for service • Maintained exceptional client relationships by being part of a reliable resource to their businesses

Specialist - Technical Expert - Creative

• Mar 2015 - Aug 2019

• Facilitated new hire development, team development, and customer development • Curated custom curriculum for group-specific interactive training and coaching • Provided hardware/software services for (but not limited to) macOS, iOS and tvOS • Educated/Serviced business clients on Apple solutions for business and device management • Maintained exceptional client and customer satisfaction metrics for self and trainees • Facilitated new hire development, team development, and customer development • Curated custom curriculum for group-specific interactive training and coaching • Provided hardware/software services for (but not limited to) macOS, iOS and tvOS • Educated/Serviced business clients on Apple solutions for business and device management • Maintained exceptional client and customer satisfaction metrics for self and trainees

Technical Advisor

• May 2013 - Oct 2013

• Analyzed concerns with wireless equipment, software applications, and network performance • Recommended solutions to customer questions which may require follow-up or escalation • Handled situations which required adaptation of response or research • Oriented, trained, and supported other employees • Maintained log of problems so recurring problems can be reported to product or service development. • Analyzed concerns with wireless equipment, software applications, and network performance • Recommended solutions to customer questions which may require follow-up or escalation • Handled situations which required adaptation of response or research • Oriented, trained, and supported other employees • Maintained log of problems so recurring problems can be reported to product or service development.

iTunes Store Support / Senior Account Security Advisor

• Apr 2011 - May 2013

• Facilitated new hire development, team development • Curated custom curriculum for group-specific interactive training and coaching • Provided hardware/software service options (not limited to) macOS, iOS and tvOS • Educated/Serviced business clients on Apple solutions for business and device management • Maintained exceptional client and customer satisfaction metrics for self and new hires • Facilitated new hire development, team development • Curated custom curriculum for group-specific interactive training and coaching • Provided hardware/software service options (not limited to) macOS, iOS and tvOS • Educated/Serviced business clients on Apple solutions for business and device management • Maintained exceptional client and customer satisfaction metrics for self and new hires