Manage the global fleet of Mac and PC endpoints, including patching, profile and policy deployments, self-service, provisioning, and user experience improvements.Designed and implemented a Mac zero-touch deployment solution for remote onboarding.Revised endpoint compliance and workstation hardening practices to meet changing requirements by collaborating with Security, Risk, and Compliance teams, including automation of remediation tickets for our Helpdesk.Cross-trained and collaborated with various IT teams in MDM solutions, support, and project management.Completed Jamf 200, 300, and 400 courses with certificates.Primarily using JAMF, Jamf Connect, Workspace ONE, Automox, Bash scripting, Okta Workflows, Slack, G-Suite, Atlassian's JIRA and Confluence, macOS, and Windows.

Transitioned into Lead role to support demands for high-performing IC on Client Services team.Relocated to Denver, CO to support a new office buildout.Mentored and lead the team in key areas such as white glove support, event support, quarterly compliance tasks, device management, and vendor management.Implemented compliance and governance requirements to support an IPO in June 2021.

Managed a Support and Operations team (transitioned the team and entire workforce to remote during Covid-19).Interviewed, hired, and managed people within a growing team, including team building, performance reviews, one-to-ones with directs, metric reviews and project management.Managed existing and new vendor relationships.Managed yearly and quarterly department budgets and finances.Converted services (new hire onboarding experience, virtual event support, white-glove service, and more) to adapt to a remote environment.

Managed a Support and Operations team (transitioned the team and entire workforce to remote during Covid-19).Interviewed, hired, and managed people within a growing team, including team building, performance reviews, one-to-ones with directs, metric reviews and project management.Managed existing and new vendor relationships.Managed yearly and quarterly department budgets and finances.Converted services (new hire onboarding experience, virtual event support, white-glove service, and more) to adapt to a remote environment.

Projects:Created IT Operations WIKI articles thoroughly detailing processesLaunched Android device management through collaboration with the Client Platform Engineering teamTested and launched Dell laptop deploymentCreated use-case macros for Procurement teamSupported VIP device procurement/deploymentManaged IT vendor daily tasksOrganized and supported team desk moves- Software License Management- Global Standards & Processes- Global Visual Standards- JIRA Project Management & Tracking- Monitoring, Responding, & Escalating Zendesk Tickets- High-Value Global Asset Tracking- Mobile Device Management- Device Enrollment Program - Team Collaboration & Project Planning- Global Expansion

Assisted students who needed tutoring in Astronomy (Elementary Astrophysics, Astronomy Lab, Mathematics, Physics, and Observational Astronomy). This opportunity allowed me to create a positive learning environment for students with various needs.

From October 2007 - September 2018.Provided customer service and technical support to owners of Apple products. Certified Mac Technician in Hardware and Operating System Support. Performed multiple roles, including Onboarding Training, Employee Development, Certified Hardware/Software Repair, Customer Service, Escalations, Technician Management, Repair Lead, and more.Most notably:- ACMT Certified for Apple Hardware/Software Support since 2010- Assisted with hiring, scheduling, and training new employees (100+ employees)- Create a positive learning environment to train new hires, technicians, and sales staff - Create a fun, energetic, and productive workplace- Consistent Net Promoter Score over 10 years of experience

This was a research project with UC Berkeley's SETI (Search for Extraterrestrial Intelligence) Research Center. Between May to September of 2017, I collaborated with UC Berkeley/SETI researchers and engineers, as well as 7 other students, to utilize radio telescope data and Python to search for unique radio waves that could indicate advanced civilizations in 'nearby' space. My individual project consisted of analyzing the quality of data received from Green Bank Telescope (GBT), requiring a pipeline of data from a MySQL database to a responsive Python script that pulled raw data and displayed a plot showing the quality of data being recorded. Ultimately, this dashboard created an accessible "one-stop-shop" for observers, bypassing the antiquated and complicated monitoring systems involved with the GBT.

Recruited over 200 employees through online outreach throughout the United States. Tracked performance, assisted with employee training and development, managed the onboarding process.