Support Lead

• Jan 2022 - Present

> Manage all Apple devices through the administration of JAMF MDM. Migrated all mobile devices to new solution that reduced annual costs by 70%. The new system supported the design of well-structured user-grouping, more informed & targeted implementation of security policies, and higher levels of data privacy. > Lead technical projects with the goal of increasing the support of student learning. Scope, plan, and coordinate the implementation of new A/V systems by third-party vendors around campus with the initiative to improve the daily technological experience for both students & faculty. > Provide innovative solutions to previous long-lasting technical issues. Solved 4-year AV issue in an entire building by taking the lead in the initiation, planning, execution, supervision, and close of a project that achieved 1-month goal of completion. > Coordinate and staff the Overlake Help Desk in its physical and virtual form. Implemented solutions such as QR Codes around campus that direct students and staff to documentation written by Support Lead and Specialist. Achieving the personal goal of always providing immediate technical support to the community. > Create and manage the documentation of technical system procedures shared with the entire community, ensuring it is current and up to date. Improved this process with the invocation of an application that can document workflows in a fraction of the time required in previous process. > Supervise and support Help Desk staff in their day-to-day work to sharpen their technical and administrative skills. Improved the community opinion of tech support dependability by guiding support specialists in their professional development Show less

Information Technology Services Specialist

• Aug 2019 - Apr 2022

Systems Admininstrator Intern

• Aug 2018 - Mar 2020