Jerold Malone Email & Phone Number

Oakland, Ca, Us

Oakland, Ca, Us

Mountain View, California, United States

 Develop and implement a comprehensive IT strategy aligned with the company's goals and objectives. Oversee the maintenance, optimization, and security of the IT infrastructure, including servers, networks, and cloud services. Manage IT projects from inception to completion, ensuring that they are delivered on time, within scope, and within budget. Develop and manage the IT budget, ensuring cost-effectiveness and resource allocation. Collaborate with technology vendors, evaluate their services, and ensure contracts to optimize value and service quality. Ensure IT operations comply with industry regulations and best practices. Plan, research, and designs security architecture for IT and Charging systems focusing on network appliances.

Mountain View, California, United States

 Technical lead for IT infrastructure projects, ensuring software and hardware installations follow industry and institutional best practices. Created ITSM ticketing system in Atlassian for team to be able to effectively triage and resolve user incidents and requests. Additionally used the ticketing system to provide metrics and reports on team’s efforts. Improved internal Jamf instance, remedying APN communication issue, enabling MFA for all endpoints, resolving disk encryption issues, and auditing policies and profiles for function and effectiveness. Migrated Dropbox users to Microsoft OneDrive, Teams, and SharePoint.  Reduced company technology expenditures by rolling out an asset inventory system, negotiating lower prices for software, reducing under-utilized and repetitive software. Worked with Mergers and Acquisition team at parent company to identify and remedy pain-points. Strategized with internal departments on their current and future IT needs. Created SOPs for internal systems. Supervised the Systems Administrator

Dublin, California, United States

 Mentor and direct team members for timely completion of assigned projects. Initiate and facilitate incident bridge calls/chats and drive work-streams to mitigate the incidents. Monitor all Priority 1 tickets and engage or escalate to required resources from technology or the business to help resolve the incident. Organize the identification and resolution of IT-related service incidents and problems and where required, escalate and coordinate the resolution of those issues with the applicable team(s). Communicate incident updates to all stakeholders including current status, ETA, current impact, workaround. Write timely and accurate executive style technical communications. Provide detailed notes of highly visible production issues (P1 level tickets) on a timely basis. Collaborate with internal technology teams (Engineering, DevOps, Infrastructure, Security…) and businesses to ensure the Problem Management process is executed comprehensively along with improvements to reporting, trending and analysis of problems Ensure appropriate actions are created and implemented to prevent problem from recurring. Produce weekly and monthly report of P1 incidents to the senior leadership. Provide Xolv incident Trend analysis to understand the health of our environment to our senior leadership, identify chronic issues. Ensure that all service and support functions remain responsive to customer needsmanagement of security technologies, including Anti-Virus/Malware (Crowdstrike), endpoint encryption solutions (BitLocker & FileVault) and email security (Mimecast, Office 365, etc.); this includes the acquisition, deployment, and on-going management of related systems.  Support the provisioning and deprovisioning of software to end user devices and security patching (e.g. Kaseya).  Coordinate and plan for conferences and Town Halls.  Ensure IT Systems processes have fully documented SOPs, and that the Technical Service Administrator Team adheres to them.

 Supervised and mentored a team of three, occasionally a nine desktop support technicians team in two locations. Created, updated, and improved standard operating procedures to ensure standardization of services provided to internal customers. Maintained an effective working relationship with the Cloud Operations, Management Teams, Department Heads, and Vendors Organized the identification and resolution of IT-related service incidents and problems and, where required, escalated and coordinated those issues with the applicable team(s). Maintained a high level of focus on the end-user experience with the IT Support Team by ensuring the team is properly prioritizing issues, resolving issues promptly, and communicating effectively regularly.

San Francisco, California, United States

 Investigated and provided timely assistance to answer customer questions and resolved issues through documented procedures, individual experience, research and troubleshooting. Performed periodic maintenance on various systems on campus including but not limited to overhead projectors, digital presenters, lab computers, AV carts, network equipment and wiring. Created images and deployment of iPads, Mac and Windows computers as required. Installed and administered network, server, and appliance monitoring system. Setup and administered WSUS server ensuring timely updates are assessed and delivered to Windows desktops and laptops. First line of defense against virus, intrusions and questionable software that could be harmful to network and client machines. Created and conducted end user security training and advisement to ensure safe browsing, reduction of malware and viruses. Created Incident Response Protocol for responding to IT security incidents and events.

San Mateo, California, United States

 Part of the SFDCMobile wireless deployment team providing email and phone support to internal iOS device users currently numbering over 9,800 worldwide. Provided email and phone support to internal users for Dell and Apple laptops with issues ranging from password expiration; approval and assistance with users downloading software and RSA Secure ID token management. Successfully coordinated with helpdesk, desktop support,

Dublin, California, United States

 Hardware and software troubleshooting of Bank of America proprietary ATM systems. Full ATM installation at bank branches and stand-alone locations for various banks and credit unions. Performed overhaul of ATMs to ADA requirements including: hardware, software, CPUs, Electronic Note Acceptor and Anti-Skimming Devices

San Mateo County, California, United States

 Installed and configured over 200 desktops for installation at the new Kaiser Medical Office Building. Provided troubleshooting and quality assurance to make sure the end users have a seamless transition in to their new location. Utilized Kaiser’s proprietary software and installation tools for fast and efficient operations.

Union City And San Rafael Ca

 Conducted laptop image refresh for Physician and HCMS projects utilizing Kaiser’s web based imaging service. Inventory of laptops including unpacking verification of asset tags in the Kaiser active directory and entry of the data intoRemedy. Personally conducted training of proprietary software and laptop feature overview to physicians. Assisted desktop support team with deployed laptop issues including mapping printers and personal drives.

Oakland, California, United States

 Developed and maintained all systems, applications, security, and network configurations in both LAN and WLANenvironment. Improved network performance from 52% to over 98% reliability by overhauling entire network from the ground up. Recommend and implemented upgrades, patches, and new applications and equipment. Provided technical support and guidance to users on Server 2003, Vista, 7, OS X, copy machines, network printers, wired and wireless network practices. Monitored system performance and ensured applications stability through the effective use of personal computers, servers,and technical services. Instructed 20 teenagers in a Private Pilot ground school course.

Lafayette, California, United States

 Facilitated the relocation process and perform all duties pertaining to relocation including transport of technical goods. Lead multiple projects and motivated technical staff to ensure that client specifications were met and exceeded. Assured timesheets, product count sheets and various other documentations were current for each project. Train new employees on proper procedures established by company policy. Worked on various IT projects including setup, installation, and troubleshooting hardware/software issues in both workstationand server settings.

Livermore, California, United States

 Controlled air traffic on and within the vicinity of airports and movement of air traffic between altitude sectors and control centers.according to established procedures and policies in a call center environment. Authorized, regulated, and controlled commercial airline flights according to government and company regulations to expedite and ensure flight safety. Relayed critical and non-critical messages to and from air traffic control services, airlines, and other personnel using high radio frequency, voice, satellite, and teletype and email communications. Provided high-level customer service, timely and accurate data entry, and billing of services. Supervised and trained a crew of 8-12 employees.