Jonathon Baxter Email & Phone Number

San Jose, Ca, Us

Cupertino, California, Us

San Francisco, California, Us

• Provided top-notch support and system management to incredibly talented Engineers at Dolby's Lab• Managed incident tickets and requests via SNOW, exceeding with SLA response time and resolution• In charge of deployments for both Mac and Windows systems, as well as management of said systems via Jamf and SCCM• Supported all Dolby remote users with troubleshooting and software issues, and implementing effective solutions.• Strong expertise in remote support tools and techniques, ensuring timely resolution of customer issues.• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users and cross-functional communication.• Proven track record of building positive relationships with customers and providing excellent follow-up support.

San Rafael, California, Us

• Short term roll supporting Netflix HQ.• Collaborated with cross-functional teams to identify and escalate product issues, providing detailed information for efficient problem resolution.• Effectively documented support cases, ensuring accurate and detailed information for future reference and knowledge sharing.• Conducted training sessions for customers and internal teams to enhance their understanding of software applications and systems.• Actively contributed to the development and improvement of knowledge base articles and support resources.

Cupertino, California, Us

Responsible for archiving legacy source code from various media to new home on a secure internal server.

Santa Clara, California, Us

Provided support and system management to 150 creatives at Intel's Agency Inside (and a few VIP that preferred Macs). Streamlined deployments for New Hires. Managed department wide refresh of all Mac systems and data transfers. Assisted with department implementations (Google Apps, Dropbox). Aimed to provide top tier service and support.

San Jose, California, Us

Supported several teams onsite at Apple and in-person. Provided top-notch support and was consistently given perfect scores for every ticket closed. Managed the deployment of systems to new hires and collection of devices from terminated employees.

Cupertino, California, Us

Responsible for documentation and disposition of evidence. Developed solutions for improving efficiencies in both internal and external tools using scripting and automation. Coordinated scheduling between legal and eDTS teams and automated said scheduling process, improving efficiency and communication.

Milpitas, Ca, Us

Team leader for company wide SSD migration project. (Contract)

Seoul, Kr

Solely responsible for supporting over 300 Mac users including system imaging, deployment, and asset tracking. Maintained user account information, rights, security, and system groups in Exchange and OS X Server. Streamlined imaging and deployment process with scripting, PackageMaker, and Jamf Casper Suite.

San Jose, Ca, Us

• Built business that provided nationwide video game and Apple repair services.. • Designed shopping cart site and automated delivery of said products with 72 hour turnaround. • Consistent track record for finding new ways to increase efficiency through automation.

Mountain View, Ca, Us

• Assisted in developing a team of contractors for desktop support positions at Google, Inc.• Monitored corporate training and methodology, documenting issues and providing feedback.

• Team Leader, assisted in Intranet migration project at Palm, Inc. utilizing Active Directory and SharePoint 2007.• Maintained Helpdesk support after migration, documenting tickets and resolving issues real-time over the phone.

• Developed SQL scripts to validate relational database tables for custom home-brew Access CRM• Implemented frameworks to automatically schedule functional and scalability tests, prepare reports of test run and email the results to internal customers• Documented automated system via SharePoint• Managed all aspects of network and PC-related technical support including the maintenance, analysis, troubleshooting and repair of user’s systems.• Conducted periodic training sessions through technical presentations and live demos for fellow team members.• Developed technical documentation, knowledge base articles, and training materials.

• Responsible for managing an Apple Certified service and repair department..• Dealt with Apple on a firsthand basis, handling all warranty repairs in the area. • Reduced turn-around time 70%, resulting in increased payoff for RMA per AppleParts Ordering System.

San Francisco, California, Us

• Supported 50 Mac users and a dozen Sun workstations in a Design house environment.• Managed Macintosh system architecture for new location utilizing Retrospect Server and Timbuktu.

• Established relationships with Mac service centers; providing parts and component level repair services. • Consulted recording studios, design houses, and educational facilities with implementing Macs as workstations. • Provided onsite support services, training, and emergency troubleshooting.

• Responsible for troubleshooting any issues involving the classic Mac OS• Successfully performed on-site repair services in Bay Area schools, university departments, and design centers.