Manage customer service experience and helpdesk support. - Successfully reached 90% SLA achievement with strict and short ticket response SLAs. - Successfully mentored and promoted 3 staffers within the organization over 2 years. - Implemented quality assurance processes to review all tickets for accuracy and completeness. - Partnered with other central service departments to improve customer experience through mutual process improvements. - Facilitated communication with the rest of the company to reduce impact of change requests and other IT initiatives.- Provided and organized white-glove service for c-level execs around sensitive travel and tech needs. Manage end user devices (workstations and mobile devices)- Implemented CIS benchmarks via configuration profiles across Windows fleet- Oversaw migration from on-prem Active Directory to cloud based Azure Active Directory. - Oversaw implementation of Jamf Connect across fleet- Implemented macOS upgrade process via scripts to ensure user adoption success. - Oversaw and implemented configuration management in Intune and Jamf MDMs across 800 endpoints.- Implemented patch management processes across both Windows and Mac environments. - Worked closely with the security team to reduce security risks based on reports from security reporting tools.

- Managed fleet of 700+ devices (Windows and Mac)- Migrated all 600+ staff to Intune to implement a BYOD policy for mobile devices.- Oversaw and audited all end user devices while fully remote.- Set standards for all end user devices and scheduled annual reviews with vendors.- Managed vendor relationships across multiple vendors.- Implemented AutoPKG to auto-patch all managed apps in our Mac environment with Jamf.- Designed and implemented zero-touch deployment methods and user experience for a fully remote workforce.- Utilized scripts to implement configuration changes and user experience improvements in Bash, PowerShell, Swift, and Python scripting languages.- Participated in the GitHub community across multiple repositories while maintaining a repository of company specific scripts.- Standardized an automated macOS upgrade process.

- Review, test, and prepare software packages for deployment to users - Install and test modifications to a development Jamf MDM before deployment in production - Modify and test open source software for deployment using Java, Swift, HTML, and CSS - Write and update documentation for various processes, policies, and procedures - Assist in updating deployment processes and procedures- Provide tier III support to government employees- Develop OS deployment methods for zero-touch environment- Manage MDM server and troubleshoot connection issues- Review and mitigate security concerns in environment

- Oversee and support service support team, including full time staff and rotating student staff- Investigate, plan, test, and implement enterprise level technology solutions- Manage IT budget- Manage, image, and deploy software to 500+ iPads and 100+ Macs with JAMF- Manage and deploy software and settings to 200+ PC with Microsoft AD- Manage 70+ Google Chromebases with G-Suite, and Google Cloud Print- Negotiate, plan and facilitate annual technology refreshes- Experience using, installing and managing KACE K1000 and Spiceworks- Provide remote support with Bomgar, Webex, Teamviewer, Apple RD, Microsoft RD- Manage, patch, install, and implement VM’s using VMware vSphere and ESXi- Responsible for remediation plan for PII and PCI audit for department- Support and manage digital signage through CiscoVision- Manage software patching and deployment with SCCM, KACE and JAMF

- Oversee the support for a department wide migration from Microsoft Exchange to Google Apps For Education- Manage IT projects to develop and improve workflows- Increase departmental efficiency through technology- Manage all students iPads (300+)- Set and improve departmental IT policies- Test potential solutions for deployment- Broker deals with vendors for software and hardware, including negotiating pilot tests- Troubleshoot and repair network issues- Manage department active directory for both Mac and PC users- Tier I/II helpdesk support for approx 400-500 users- Setup and tear down stat broadcast computers during game day- Manage 100+ Macs through JAMF Casper system- Manage 200+ PC's through Microsoft AD- Design and build IT website- Design and build database for inventory tracking- Manage and facilitate the annual replacement of old hardware- Deploy ChromeBases for student use in a computer lab environment and manage access and upkeep there-of

- Guide customers through the Device Enrollment Program (DEP) and Volume Purchase Program (VPP) for iPads- Build and manage databases to track metrics, orders, and streamline reporting- Manage the office equipment for a team of 14 employees, based on standards set by Apple Corporate- Build technology solutions with customers- Stay up-to-date on latest technologies, both internal and competitors'- Coordinate with 3rd party vendors on large projects for value added solutions- Lead teams of sales people, in order to hit sales goals- Strategize sales calls across different industry verticals- Grow business potential in existing and new business relationships

- Hit sales goals around ambiguous metrics- Focus on customer service as top priority- Flex into different roles throughout the store as the need arises (trainer, technician, B2B sales, stock room support)- Given Mentor status (June 2008)- Facilitate new hire on-boarding for over 100 new employees for our store, and others in the market- Coordinate with leadership to develop skills of existing employees and improve their performance through coaching exercises- Update notes in store Wiki about the different stages, and growth of each new employee to customize their learning plans- Maintain a high level of productivity in the store, while facilitating additional responsibilities- Generate and facilitate training on new technologies and processes as they role out