Emilio Lechler Email & Phone Number

Atlanta, Georgia, United States

Atlanta, Georgia, United States

Atlanta, Georgia, United States

San Antonio, Texas Area

I challenge the status quo of Macs in enterprise environments. As part of an agile team responsible for all aspects of a 3,500+ Mac environment, I used my experience integrating Macs in complex enterprise environments to lead the technical direction of Macs at USAA.One of many notable initiatives I lead was the design and implementation of software delivery and patching infrastructure based on Munki and other open source projects. This solution allows for rapid deployment of software and security patches with >99% success rate which exceeds the success rate of equivalent patching methods used in Windows environments.In addition, over 90% of the manual work required for successful delivery of 3rd party software and patches was automated. This allows the Mac team to deploy critical updates within minutes of vendor release.

San Antonio, Texas Area

I was part of a two person team that maintained a conflict free Mac environment for the 2,100+ Mac users spread across 8 major offices and hundreds of work from home employees worldwide. I provided administration and support of macOS workstations and configured all Mac workstations and Mac servers. In addition, I was responsible for the compatibility testing, packaging, and deployment of all software for our Mac environment. In case of software conflicts, I collected data such as crash logs, spindumps, system statistics (mostly through automation) as well as collected information from the user and partner with either software development teams for internal software or partner with our software vendor and work together to find permanent solutions.One notable project was automating the assignment of workstations in our asset database at the time of imaging a Mac workstation by utilizing the ServiceNOW REST API. This increased the accuracy of the asset database by ensuring all Mac hardware assets were properly assigned. In order to bring the benefits to the Windows environment, we partnered with Windows Systems Engineers to implement this automation at the time of Windows imaging using MDT.

San Antonio, Texas Area

As a Service Desk Technician, I provided friendly front-line Tier I/II support to our employees. Some responsibilities included to effectively troubleshoot hardware/software issues towards a resolution, as well as find educational opportunities for our employees. When necessary I would gather the necessary data needed to partner or escalate with our Tier III support team.Because of my experience with Macs and at the Apple Genius Bar, I found a need to help my colleagues become better software/hardware troubleshooters not just on Macs but Windows as well. With my colleague, we hosted Sunday “Mac” training workshops for our Service Desk team to help them understand the relationship between hardware/software, cross-platform troubleshooting theory, how to search, read and help them understand common logs such as crash and kernel panic logs on Mac systems. This eventually led them to our entire team becoming stronger troubleshooters which in turn allowed us to provide faster turnaround times and increase our first contact resolution.

San Antonio, Texas Area

As a Genius I had the opportunity to repair relationships with customers by troubleshooting and repairing all Apple product lines. Throughout my role, I developed necessary tools and training to increase efficiency and provide fast repair turnaround times at the Genius Bar. One notable project was the design and implementation of a new imaging system for Macs to be used by our Genius Bar. This new imaging server trimmed down the time it would take to erase and install the Mac operating system from 40+ minutes to less than 5 minutes.In addition, I mentored new teammates and provided the technical guidance to make them very strong troubleshooters.All my contributions helped our team achieve a Top 5 rank among 400+ Apple Retail Stores in the globe in NetPromoter (NPS) customer satisfaction.