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• Test & approve any: OS upgrades, patches, software & hardware rollouts• Discover, evaluate, select & manage vendors for: projects, implementations or SaaS tooling needs• Create/maintain internal/user facing IT how-to or SOP’s documentation• Train staff on: security awareness, password managers & email/social engineering phishing• Collaborate with HR, Engineering & misc. departments to improve onboarding/offboarding & access management procedures• Streamline & Implement improved strategies for onboarding, offboarding, asset procurement, asset retrieval & asset storage• Shot & implemented a video onboarding format for IT orientation. This reduced onboarding time by 40%, freeing up IT resources• Jamf: Migrated assets into our instance by unenrolling & re-enrolling assets using new configuration profile• Yubikey: Purchased, deployed & assisted user setup to eliminate Email, SMS, & Call authentication methods for better security• ServiceNOW: Set as ticketing system to handle all inbound user requests, migrating from Zendesk• LumApps: Compiled & consolidated 3 different knowledge base platforms into 1 centralized Kbase• Google Meet: Set as AV solution, managed installation vendor, successfully upgrading equipment in 100 rooms• Slack: Set as our internal communications platform• CDW/SHI: Set as our procurement vendor for all Software/Hardware/services, reducing org spend

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• Led inventory audits to: identify assets with trade-in value (for new purchases) & e-waste damaged/aged devices with no value• Led hardware lifecycle refreshes by: procuring/deploying devices, migrating user data & ensuring devices were security compliant• Tracked assets in ServiceNOW, populating fields: assigned user, location, device serial number, model, make & specifications• Ensured that devices warehoused in office were: placed in protective liner sleeves, labeled properly & placed on IT storage racks• Provided support across various AV platforms like: Google Meet, Zoom, Crestron, Digital Signage & misc. conference room gear• Updated/patch remediated for Sr. Technicians on failed end-point automation by manually installing/updating assets• Assisted Networking team in running cable drop downs + wiring our workstations to ethernet cables connected to our switches• Assisted Networking team in MDF/IDF patching, network switch replacements— ensuring minimal downtime during outages• Trained staff on Security best practices, helped users set up LastPass password manager & DUO/Okta Verify MFA/2FA for auth

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.• Managed Active Directory: accounts creation/modification, creating/updating mailing lists, public folders & shared accounts.• Led the implementation of Single Sign-On (SSO) using Okta for over 300 employees, streamlining access & enhancing security. • Created/maintained IT documentation for internal/user facing use, which enabled easier knowledge transfer across our teams.• Played a critical role in developing internal SOP’s/documentation that improved the user experience around the tech we used.

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. • Trained/assisted staff in backing up their data from their devices to Google Drive manually or automatically via Google Backup. • Worked on small projects assigned by leadership in 2-week agile sprint like: laptop e-waste/trade-in, hardware refreshes & more. • Helped facilitate IT orientation by helping staff log in to their laptops, accounts, reset their passwords & provided usage tutorials.

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•Managed the schedules of a team of 10 technicians tasked with identifying geographical errors in the Apple Maps application, and reported findings to corporate teams for prompt resolution.

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 locations.• For Business clients, placed organization devices on company Domain, and setup employee user profiles on machines.• For Business clients, provisioned, and deployed company images designated for internal use at company locations.• For Business clients, installed VPN & Firewall services chosen by organization to ensure security compliance for users.• For Business clients, managed AVG Business (cloud-native endpoint protection for Windows/MAC systems) for security.• Trained new employees in: Windows/Mac software/hardware products, printers, external hard drives, &

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