Jonathan Olmo Email & Phone Number

New York, NY, US

New York, NY, US

Sunnyvale, CA, US

• Lv 3 tech overseeing, mentoring & serving as an escalation point to other support technicians
• Managed high-volume ticket queue, while ensuring prioritization and SLA compliance.
• Led weekly metric review meetings to identify trends or logistical issues with new hire orientation.
• Consolidated/sunset apps/SOP’s during separation from Verizon
• Created workflows, playbooks, training material & trained 70+ global techs on new apps/SOP’s post separation
• Ensure that end-points are: Crowdstrike EDR compliant, up to date, encrypted with FileVault

Sunnyvale, CA, US

• Lv 2 support for 1K+ onsite/30K+ remote staff on Mac, Windows, Tablet, Phone, Printer & Network issues
• Delivered on-site & remote support via chat, phone, email, resolving over 50 IT requests weekly with a focus on task prioritization and 100% SLA compliance
• Procured, setup/maintained office: AV conference rooms, workstations, printers, monitors, keyboards, mice, toner, paper
• Onboarding tasks: laptop; ordering, receiving, setup + shipment to employee & new hire accounts creation
• Led weekly IT orientation for 25+ new hires, to help reset password, setup MFA + help in device/app logins & other tutorials
• Offboarding tasks: laptop; retrieval by coordinating it’s return, wiping asset to factory & deactivating/deleting accounts

New York, NY, US

• Provided level 1 support to 100+ on-site staff on macOS devices & software.
• Independently supported, managed & scheduled delivery of IT support across 5+ schools in the NYC area for all their technology.
• Utilized Zendesk to intake, track & catalogue all incoming user requests while meeting established SLA’s by leadership.
• Oversaw printer support across 33 school locations, coordinating prompt repairs with the vendors in order to minimize downtime.
• Conducted weekly new hire IT onboarding to large groups of new teachers in a one to many style environment.
• Procured, setup & deployed computers to new staff + replaced existing staff damaged computers with replacements.

New York, New York, US

• Provided level 1 technology support to staff on Printers/Projectors/Laptops/Chromebooks/Tablets issues.
• Provided AV support during events by troubleshooting or setting up: webcams, microphones, projectors, presentation, cables, etc.
• Coordinated with construction vendors to plan/manage repair schedules, ensuring timely completion that aligned with deadlines.
• Provided swift support on critical technology issues that affected staff computer labs, server connections, copiers or smart boards.
• Maintained a 97% SLA compliance by resolving tickets within 10 minutes, ensuring minimal no classroom interruptions.
• Transitioned 100+ staff from BlackBerry to iPhones, setting up email, Wi-Fi setup, profile provisioning & device service activation.

Cupertino, California, US

• Resolved software and hardware issues for Apple Computers and Apple iOS devices
• Performed extensive hardware repairs and triaging to discover the proper resolution for various Apple devices
• Helped lead a company wide initiative and decreased Genius Bar appointment turn around time by ~30%
• Led new technician training and assisted with transitions into different technical roles
• Worked closely with management to continuously implement new work strategies and report Genius bar progression
• Maintained high standards in customer service while multi-tasking in high paced situations

US

• Provided support in sales, customer service, & in In-Store/On-Site Geek Squad services based on presented issues.
• Setup a variety of computer diagnostics depending on the reported issues and applied hardware / software solutions.
• Performed hardware upgrades and/or repairs on Mac /Windows based systems.
• Performed software and physical tune-ups on computers + performed virus repair on Windows based systems.
• Installed new software and performed software upgrades and repairs on Windows/ Mac systems.
• Performed various on-site tasks such as network installations/infrastructure, wireless printer setup, wireless audio systems configurations and installations, and computer/kiosks setups for home and or business.

US