Jesse Mckim-Rana Email & Phone Number

San Francisco, California, US

Mountain View, California, US

San Francisco, California, US

San Francisco, California, US

• Lead high performing NORPAC IT Team to ensure all support requests are resolved in a timely manner and own all highly technical escalations
• Manage and influence IT Specialists in NORPAC to grow and define career trajectory
• Manage Vendor relations for hardware acquisition and networking configuration
• Execute AV/VC and network infrastructure build outs for office expansions and new locations
• Collaborate with stakeholders to introduce new hardware and process implementation

San Francisco, California, US

• Provide White Glove IT Support to the Levi Strauss & Co Worldwide Leadership Team.
• Lead an Innovation Task Force which identifies IT trends that cause friction to the agreed upon SLA and introduces new processes or technology to meet SLA properly
• Lead IT Support team to ensure timely response of reported issues, escalations and major incidents.
• Engineer and maintain current Apple Enterprise using Jamf and DEP
• Planned and executed Apple Enterprise Migration project which included transferring 500+ assets to new infrastructure
• Assist and support large scale live video conference calls using Skype for Business or BrandLive

San Francisco, CA, US

• Leading Helpdesk Tier 1 queue by effectively identifying major service outages, delivering communication to the organization, creating support articles, and providing feedback to encourage growth.
• Handling isolated or global service outages by providing effective communication to all users and escalation to proper support teams
• Analyzing metrics of Helpdesk tickets to plan future projects that will improve ticket reduction and user education
• Providing guidance to Tier 1 by analyzing ticket closure and reviews from users to keep encouraging growth
• Collaborate with other IT teams to be aware of any changes that may affect users and prepare for a potential increase of tickets

San Francisco, CA, US

• Analyzed and resolved tickets submitted by users globally via email, phone, walk up, or chat. If necessary, also provided escalation of tickets to proper support teams.
• Worked with Helpdesk team to triage and troubleshooting incoming tickets for all users
• Utilized remote screen sharing and inventory management system to seek quick resolution of tickets
• Worked the walk up support bar to provide friendly and efficient support

Cupertino, California, US

• Provided customers with technical support and hardware repairs for mobile and desktop products and provided guidance with general and advanced computer usage.
• Deliver iOS and Mac OS X technical support in a timely and friendly manner
• Perform various hardware repairs on mobile and desktop devices
• Provided migration of customer sensitive data efficiently

Cupertino, California, US

• Provided customers with technical support for Apple mobile devices and managed the appointment queue for the Family room.
• Delivered personable technical support for iOS devices including iPhone, iPod, and iPad
• Developed training programs for future Family Room Specialists and facilitating short and long term training
• Completed training for troubleshooting Mac issues and successfully servicing customer Macs
• Exceeded store and manager expectations in time per appointment and efficiency with the Concierge role

Cupertino, California, US

• Offered sales support and assisted customers with providing complete solutions with what best suits their needs. Created promoters by offering setup of new products and education of store for further support.
• Gained large amounts of product knowledge including understanding and being able to explain complex technical specifications
• Lead the sales team and providing positive and critical feedback to fellow coworkers to help improve productivity and to achieve sales goals
• Created and leading store specific and corporate initiatives and training employees