IT Support Lead
September 2018 - Current
Security Risk Advisors
Here, I serve the organization by working to build the internal IT support model, work with vendors through this process, and address internal IT issues.
Current projects:
- Evaluate ITSM solutions - to graduate ticketing process from email and internal chat, so we can begin to build metrics around issues, build asset/inventory management.
- Evaluate VoIP solutions/Providers
- Evaluate WebConferencing
- Work with vendors to build more useful A/V solutions in our work spaces/conference rooms.
Associate Systems Admin
April 2018 - July 2018
Frontline Education
In this role, I'm continuing to leverage deployment and management of macOS devices via JAMF Pro- enhancing processes and team awareness (documentation), while getting a deeper dive into the corporate systems side of the house.
I'm also building strategy around getting a control on spend by looking at contract management, shadow IT, and overlapping toolsets.
I am also diving deeper into the processes for acquisition integrations. At this writing, we've now closed on 11 acquisitions of other companies in my tenure at Frontline Education.
Senior IT Technician
May 2014 - April 2018
Frontline Education
At Frontline, I leverage macOS and iOS administration via JAMF Pro. Mostly self-taught on the job, where I stood up and configured JAMF Pro (Cloud hosted) linked DEP, VPP and APNS with little to no supervision. I am continuing to hone skills and improve policies/workflows. Major projects have been to go completely zero-touch deployment. Currently @ 95% of the way. Using SplashBuddy, and some well timed policies, users can get up and running on a new computer with no help from IT.
I also frequently travel between sites, to aid users with issues, maintain equipment and implement projects needed at these sites.
Family Room Specialist
October 2012 - Feb 2014
Apple Inc.
At Apple, I was consistently among the highest rated technicians, based on customer (NPS) response. I also worked with the creative teams relatively frequently - they were rated number one, amongst 400+ stores. Managed heavy stress and high traffic workloads. Worked to develop an internal (store level) method of managing appointments for the Genius Bar.
Sales Manager/Sales Representative
April 2008 - September 2012
Cellular World (AT&T Authorized Retailer)
As a Sales Rep, I consistently ranked in the top 10% of reps. I leveraged a hunger to learn, and grow to know our products and services, and an eagerness to understand the needs of the clients we had - to provide a complete solution with low churn. I became a Sales Manager, taking a store failing to profit. I quickly, brought that store to a place where it began to profit. I managed a team of 3-4 reps, at any given time. Seeking opportunities to coach was of my most primary concern, as a manager.
