Jonathan De Lara Email & Phone Number

Culver City, California, United States

Culver City, California

• Resolution of Tier II and III support issues, with emphasis on Digital Audio Editors and Content Management Systems
• Developed a PowerShell script that resolved an issue delaying the rollout of an updated version of iZotope RX Post Production Suite to NPR’s Broadcast Recording Technicians
• Configured and published dashboard to display gaps in audio programming (Automatic Playback System)
• Team recipient of NPR’s 2020 "One NPR" award that celebrates accomplishments that unify the organization by breaking down silos, streamlining processes and supporting a solutions-oriented culture
• Administrator of the following: NewsFlex Management System; Okta; Slack; Windows Server; Active Directory
• Responsible for configuring and maintaining studio and audio production machines/servers in the NPR West office

Los Angeles, CA

• Resolution of Tier II and III support issues for over 2,500 users across 24 offices globally
• Developed and deployed a Slack chat bot leveraging Natural Language Processing that automated responses to common IT questions, reducing time staff spent responding in the IT support channel, and increasing.
• Performed audit on existing VoIP service that resulted in company savings of over $12,000 per month
• Orchestrated the configuration and deployment of multiple large scale printer fleet roll outs
• Administrator of the following: Windows Server; Amazon Web Services; G Suite; Bettercloud; Slack; Jive; Lastpass; Duo Security; Onelogin; Identikey; Bomgar; Confluence; Jira; Pagerduty; Adobe Creative Cloud for.
• Resolved average of 450-500 tickets per quarter in ServiceNow

Los Angeles, CA

• Resolution of Tier I and II support issues for over 1,500 users globally
• Imaged Windows machines using SCCM/FOG/Clonezilla, and macOS machines using Jamf Pro
• Created and maintained users, user groups, security groups, and computer objects in Active Directory
• Performed termination procedures to remove account access for exiting employees
• Assisted with A/V support for conference room presentations and recordings
• Acted as company’s primary frontline support for the following live events: PAX Australia 2013, PAX East 2013, and League of Legends Copa Latinoamérica 2014

Los Angeles, CA

• Technical support for League of Legends global player base in the most player-centric way possible
• Resolution of issues preventing players from running the League of Legends game
• Collaborated with other members of Player Support to discuss emerging issues and solutions
• Assisted with the Tribunal, which attempted to reform players that exhibited toxic behavior in-game
• Recognized for having highest player satisfaction rate on tech team on multiple occasions

Covina, CA

• Oversaw clients deemed too behavioral for previous programs
• Developed client-specific skills to attain higher levels of physical and psycho-social well-being
• Prepared weekly reports on client progress and programs that adhere to regional center standards
• Maintained the comfort, privacy, and dignity of each client in the delivery of services to them
• Helped clients reach their goals by thoughtful implementation of daily goals

El Monte, CA

• Provided complete care for six adult clients in a residential setting
• Taught proper nutrition through meal preparation
• Oversaw medical and hygienic care for patients
• Built rapport with clients in order to build trust and comfort
• Kept accurate files and produced compliant progress reports
• Provided transportation to various functions / activities

• Made recommendations regarding client’s financial situation on a need’s basis
• Ensured best possible service to client, making sure client was completely aware of situation
• Explained different programs to client, making sure they understood what was available to them
• Did follow ups with clients semi annually.
• Always on call in case of client question or concerns
• Assisted in the training and retention of new associates, making sure they understood proper product presentation

• Provided personal service and developed rapport with regular clientele
• Established relationships with new prospects
• Kept meticulous records regarding client’s personal information, such as measurements, as well as special occasions including birthdays, anniversaries, etc. for store mailers
• Responsible for visual integrity of department
• Enrolled clients in various store programs
• Acted as personal shopper for high end patrons