Allison Catlin Email & Phone Number

Boston, Massachusetts, United States

Boston, Massachusetts, United States

Boston, Massachusetts

Boston, Massachusetts

Danvers, Ma

* Install, maintain, and upgrade Apple Desktop and Notebook Computers; Perform Device Configurations on Apple Mobile Devices: iPod Touch, iPhone, & iPads.* Responsible for diagnosing, testing and repairing Apple Computer Systems and Mobile Devices following Apple Computer Repair Procedures.* Perform maintenance and minor repairs on printers and coordinated with vendors on large scale repairs* Image and Package creation for deployment via our Casper (JSS) system* Script creation to set up for automated deployments and system/app preference modifications for thin imaging.* Inventory and asset management with Apple Leased machines.* Software and OS testing/validation from* Support of the ~100 Windows machines running windows 95-windows 8 for our scientific equipment

Brookline, Ma

* I provided New Member Orientation training classes, to train new members on the hardware, software, and policies of the organization. * I configured ARD as solution for software deployments and general maintenance. * In coronation with the Technical Coordinator we rewired/racked, repairing the server room, EditShare NAS, firewall, and wireless Crestron control panel for the theater.

Greater Boston Area

I help to build and maintain Macintosh images, as well as test new updates for compatibility with our current systems while maintaining the day-to-day operations of the Help Desk.* Created an in-house application that improved the consistency and decreased technician time by 60% for Macintosh images.* Helped configure a NetBoot server and post imaging scripts to further improve Macintosh deployment and reduce the number of individual images that needed to be maintained from 7 to 2.* Tested all new Apple updates, beta OSs, and applications for compatibility with Simmons systems.* Served as an escalation point for Help Desk Frontline staff on technical and customer service issues.* Monitored and maintained all ticket requests that were assigned to any Help Desk technician to ensure that all tickets entered were received, responded to and resolved with clarity and timeliness.* Implemented a method to collect feedback from clients after their issue had been resolved to verify their satisfaction with our services, as well as followed up when clients were not satisfied.* Provided weekly reports to managers from Track-IT!* Created and maintained a training program for new student and co-op employees to ensure consistency and professionalism.

Greater Boston Area

* Served as the first point of escalation for student and co-op staff.* Provided phone and in-person technical support and training for students, faculty, and staff, ranging from Microsoft Word issues to severe hardware failures.* Served as Frontline support for PC & Macintosh Systems on campus ranging from eMacs to Macbook Pros, and from Dell Optiplex GX150’s to Optiplex 745’s.

Greater Boston Area

* As a technician at the Help Desk and a full time student, I learned how to balance my time and work efficiently in the time I had at work.* Intake point for all technology issues on campus, and worked with full-time staff members when issues needed to be escalated.* Resolved computer issues over the phone, in person or via email, by evaluating each issue and the technical competency of the client; by adapting my communication to resolve the issues while not making the customer feel incompetent.* Yearly deploying PC/Macintosh created by our Sr. Support group.

Cambridge, Ma

Each shift at the Apple Store is different; I may be assisting with sales, helping customers navigate the store, resolving technical issues, teaching someone how to use Apple software, or adding a feature to one of the applications I have written.* Assisted customers in understanding the differences between models and determining which solution was the correct one for them.* Translated techno-speak into relatable concepts.* Serviced up to 20 iPhone/iPod customers an hour at the Genius bar, upwards of 4 customers simultaneously.* Developed and deployed 2 internally used applications, as well as trained team members.

Education record

Education record