Jacob Wen Email & Phone Number

• Directly managed more than 2,200 endpoints, including 75 classrooms, 16 computer labs, and 50 specialized edit suites spanning three campuses located in Boston, Los Angeles, and the Netherlands.
• Charged with Tier 2 and Tier 3 desktop support for labs, classrooms, and public use computers. Served as the primary escalation point for systemic and high-level issues requiring advanced hardware and software.
• Team lead for two full-time employees and up to three student staff concurrently. Served on hiring committees for leadership positions in addition to peer roles. Regularly delegated tasks, provided on-the-job training.
• Served as the principal authority for macOS software package creation and distribution. Highly experienced in the creation of non-standard software installers, tailored to meet business and academic needs, while.
• Possesses a deep knowledge of macOS and Jamf Pro automation pertaining to the initial setup, organization, and return to service of endpoints. Proficient in building workflows which are error resistant, concise and.
• Experienced with Microsoft Active Directory; successfully enrolled all client workstations and was responsible for both manual and automated computer object organization and permissioning.

Boston, Massachusetts, United States

• Managed a team of 3 full-time staff and more than 10 student employees. Created job postings, conducted interviews, and hired new student staff.
• Assembled the Lab Operations annual hardware and software capital budget for computer labs, classrooms, and public use computers.
• Heavily contributed to the 5-year budget planning process, in addition to maintaining external vendor relationships, quote procurement, P-Card reconciliation, and internal purchase order submissions.
• Proposed, organized, and implemented a department-wide team building exercise which saw engagement from more than 70 employees; presented concept to senior leadership, coordinated logistics, and led event.
• Aligned with a variety of academic departments, faculty, collegiate staff, and other end-users to ensure that the lab systems and software were appropriate for curricular needs

• Identified DeployStudio performance shortcomings when deploying software builds to multiple labs simultaneously. Collaborated across teams to migrate disk image repository to high-speed RAID storage, which reduced.
• Developed computer lab software builds for more than 500 Mac workstations, which included provisioning operating systems, installing applications, and deploying custom 3rd-party software settings.
• Leveraged Apple Remote Desktop to install, modify, and repair applications with heavy emphasis on utilizing Unix shell commands.
• Triaged problem reports and tracked assets using BMC Footprints, Asset Core, and Zendesk to ensure efficient troubleshooting and timely resolution for issues.
• Maintained hardware in facilities including computers, printers, scanners, and peripherals; in addition to assisting with lab and classroom audio/visual systems.

• Responsible for the on-site data center, which included over 180 terabytes of file and media storage.
• Trained and supervised IT Assistants to operate the Web Help Desk support and asset management system, as well as other basic administration tasks.
• Handled more than two dozen equipment and service accounts on behalf of Powderhouse, establishing and maintaining relationships with external vendors and contractors in order to regularly obtain competitive pricing.
• Budgeted for and implemented numerous hardware/software upgrades to servers, SANs, and workstations - while effectively aligning IT needs with both clients and senior leadership to ensure a streamlined end-user.

• Primary point of contact for maintaining, troubleshooting, and upgrading the Avid Unity ISIS shared storage system, as well as the Avid Interplay metadata repository.
• Supported up to 150 end-users with all macOS and Avid related technical issues using the Web Help Desk support ticketing system.
• Tasked with the onboarding and offboarding of user accounts using Apple Open Directory, Avaya IP Office, and Avid ISIS/Interplay user databases, in addition to delegating file share permissions in a high-turnover.

• Organized/ingested footage into Avid from a variety of digital and analog video formats
• Collaborated with editors to design workflows for multiple projects
• Quickly troubleshot problematic video files/codecs to ensure project deadlines were met

• Captured and exported SD and HD footage using Avid hardware and software
• Edited casting reels in Avid to be screened by producers
• Upconverted footage for broadcast during the online process

• Taught and troubleshot Avid for students learning Media Composer
• Walked students through workflow strategies and project organization
• Worked with sync sound film projects later converted to digital video masters

• Logged and transcribed footage for a full-length documentary
• Assisted in designing a post-production workflow
• Provided written feedback on rough cuts of footage

• Moving, sorting, and organizing printer and server equipment
• Bulk hard drive reformatting
• Managed assets within inventory system
• Performed firmware updates for various appliances

Ba, Film Production

Activities and Societies: Frames Per Second, Films from the Margin, Boston Asian Youth Essential Service, Jewish Vocational Services.

Education record

Education record