Jonathan Au Email & Phone Number

Austin, Texas, Us

• On AI Service Desk Knowledge Team to help Oracle Generative AI perform better one utterance at a time• Continued ability to perform remote support (Zoom)• Provide Tier 1 and Tier 2 Support (Slack, Zoom, Phone)• Provide Mac / Windows hardware and software support• Assist with Resetting SSO and VPN User Passwords• Troubleshoot VPN Login Issues• Activate and Troubleshoot Microsoft Office 365• Setup and Troubleshoot Email and Calendar on macOS, Windows iOS, Android Devices• Coordinate support with third-party service providers• Configure and troubleshoot macOS, Windows laptop systems• Resolve Help Tickets in Slack and Atlassian JIRA within SLA policies• Contribute to Various IT Projects Such as Improving Oracle AI Service Desk

Austin, Texas, Us

• Continue to manage my time effectively and get my job-related tasks completed in a timely fashion during COVID-19 work from home• Ability to setup and ship (schedule pickup) computer systems out to clients using company shipping carrier (FedEx)• Continued ability to perform remote support (Zoom)• Continue to work with my team to get what I need in stock at home• Continue to develop and maintain additional Zsh and Bash shell scripts to assist with various Mac setups• Provide ongoing Zsh and Bash shell script training and support to team• Setup and deploy macOS laptop systems• Assist in Onboarding and Offboarding• Provide Mac hardware and software support• Configure and Maintain Zoom (Conference) Rooms• Audio and Video Setup / Support for All-Hands Meetings• Provision Network User Accounts on Active Directory Server • Reset Active Directory Network User Passwords• Troubleshoot VPN Login Issues• Activate and Troubleshoot Microsoft Office 365• Setup and Troubleshoot Email and Calendar on macOS, iOS, Android Devices• Coordinate support with third-party service providers• Configure and troubleshoot macOS laptop systems• Install operating system and various software updates as needed• Resolve Help Tickets in Atlassian JIRA within SLA policies• Upgrade groups to new refreshed Mac hardware macOS installations• Various Documentation Write-ups in Atlassian Confluence• Update internal Oracle asset inventory system• Contribute to Various IT Projects

Austin, Texas, Us

• Develop and maintain Bash shell scripts to assist with Mac setup• Setup and deploy macOS laptop systems• Assist in Onboarding and Offboarding• Provide Mac hardware and software support• Provision Network User Accounts on Active Directory Server • Reset Active Directory Network User Passwords• Activate and Troubleshoot Microsoft Office 365• Setup and Troubleshoot Email and Calendar on macOS, iOS, Android Devices• Coordinate support with third-party service providers• Configure and troubleshoot macOS laptop systems• Install operating system and various software updates as needed• Resolve Help Tickets in Atlassian JIRA within SLA policies• Upgrade groups to new refreshed Mac hardware macOS installations• Update internal Oracle asset inventory system• Contribute to Various IT Projects

• Provide Mac hardware and software support• Work with Microsoft Office• Setup and Troubleshoot Adobe CC, Google G-Suite• Setup and Troubleshoot Email on iOS / Android Device• Coordinate support with third-party service providers• Configure and troubleshoot macOS desktop and laptop systems• Install operating system and various software updates as needed

New York, Ny, Us

• Provision and Deprovision Network User Accounts on Active Directory Server• Provision and Deprovision Universal Type Client Font Management Users• Joining and Binding to the Corporate Domain in Active Directory Environment on macOS and Windows• Reset forgotten passwords and locked Active Directory accounts• Provision and Deprovision Sketch, Evernote, Skitch, Zeplin, Adobe CC, Microsoft Office 365 Licenses• Provision and Deprovision Cisco IP Phone Account Numbers via ShoreTel Sky• Onboarding and Offboarding Users• Provide Mac hardware and software support• Coordinate Level 3 support with third-party service providers• Setup and Maintain Apple NetBoot server• Update and Upgrade macOS Images to be deployed via Apple NetBoot server• Image macOS desktop and laptop systems via Apple NetBoot server• Configure and troubleshoot macOS desktop and laptop systems• Install operating system and various software updates as needed• Upgrade groups to new refreshed Mac hardware macOS installations• Manage computer systems via JAMF Pro (Casper Suite)• Work with Google G-Suite• Setup and Troubleshoot HighFive Video Conferencing• Setup and Troubleshoot Email and Calendar on iOS / Android Devices• Asset management (computers, monitors, software licenses) via EZOfficeInventory• Setup and Troubleshoot iOS Devices (iPad, iPhones)• Setup and Troubleshoot VPN Logins via TeamViewer for Mobile Users• Open and Close Trouble Tickets in Atlassian JIRA in a Timely Manner• Various Documentation Write-ups in Atlassian Confluence• Provide Employee Office and Cubicle Moves – Computer Disconnects and Reconnects• Contribute to Various IT Projects

New York, Ny, Us

• Project Manager for Cisco IP Phone Migration• Provide Macintosh hardware and software support• Coordinate Level 3 support with third-party service providers• Provision / Deprovision Active Directory Network Users on AD Server• Provision / Deprovision Microsoft Exchange E-Mail Accounts via Rackspace• Provision / Deprovision Universal Type Client Font and K4 Workflow Management Users• Provision / Deprovision Cisco IP Phone Account Numbers via ShoreTel Sky• Setup / Maintain Apple NetBoot and Software Update servers• Setup Apple Open Directory server• Update / Upgrade macOSImages to be deployed via Apple NetBoot server• Image macOS desktop and laptop systems via Apple NetBoot server• Configure and troubleshoot macOS desktops and laptops• Map printers via PaperCut's "Follow Me Print" Feature and Host Names• Install operating system and various software updates as needed• Joining and Binding to the Corporate Domain in Active Directory Environment on macOS and Windows• Joining to LDAP (Open Directory) Server on macOS• Reset forgotten passwords and locked Active Directory accounts• Upgrade groups to new refreshed macOS installations• Troubleshoot Font Conflicts in Extensis Universal Type Client• Setup and Troubleshoot Exchange E-mail in Microsoft Outlook• Assisted in Windows Domain Migration• Troubleshoot K4 Workflow Management Issues within Adobe CS6 / CC Packages• Troubleshoot Windows 7 desktop and laptop systems• Setup and Troubleshoot iOS Devices (iPad and iPhones)• Setup and Troubleshoot VPN Logins and macOS Screen Sharing for Mobile Users• Help Setup MediaBistro Holdings Intranet Web Portal and Help Desk System via Spiceworks• Open and Close Trouble Tickets in Spiceworks in a Timely Manner• Various Documentation Write-ups• Provide Employee Office and Cubicle Moves – Computer and Cisco VoIP Phone Disconnects and Reconnects• Manage computer systems via Spiceworks and Apple Remote Desktop• Contribute to Various IT Projects

New York, Ny, Us

• Provide Level 2 Macintosh desktop hardware and software support• Image OS X desktop and laptop systems via Apple NetBoot network server• Configure and troubleshoot OS X desktop and laptop systems• Map printers via Host Names and Apple Bonjour protocol• Install operating system and various software updates as needed• Joining and Binding to the Corporate Domain in Active Directory Environment on OS X• Reset forgotten passwords and locked Active Directory accounts via Active Roles• Setup and Troubleshoot Citrix Desktop Client for OS X• Provide Off-Site Hardware and Software Support to Architectural Digest• Upgrade groups to new refreshed OS X installations based on LANrev Network Scan• Troubleshoot Font Conflicts in Extensis Universal Type Client• Setup and Troubleshoot Exchange E-mail in Microsoft Outlook• Assisted in Outlook Office 365 Rollout• Troubleshoot K4 Workflow Management Issues within Adobe CS5 Package• Setup and Troubleshoot VMWare Fusion 6 and Windows 7 Virtual OS• Troubleshoot Windows 7 desktop and laptop systems• Setup and Troubleshoot iOS Devices (iPad and iPhones)• Setup and Troubleshoot Android Devices (Samsung Phones)• Setup and Troubleshoot Mobile E-Mail (Outlook Office 365) on iOS and Android Devices• Setup and Troubleshoot VPN Logins and OS X Screen Sharing for Mobile Users• Open and Close Trouble Tickets in Peoplesoft CRM in a Timely Manner• Documentation of VPN Logins and OS X Screen Sharing Procedures for Mobile Users• Provide Employee Office and Cubicle Moves – Computer and Cisco VoIP Phone Disconnects and Reconnects• Setup Outside Vendors to Corporate Guest Wireless Network• Setup and Troubleshoot Video Projector Hookups for Corporate Meetings• Contribute to Various IT Projects

New York, Ny, Us

• Macintosh desktop hardware and software support• Install, configure, troubleshoot Mac OS 9 and OS X computer systems• Install, configure, troubleshoot Mac file servers• Install, configure, troubleshoot Mac OS X Apache Web Server• Setup and Manage E-mail Accounts on QuickMail E-mail Server• Maintain and Troubleshoot Company Intranet Web Portal• Writing and modifying Applescripts and FileMaker Pro databases• Share FileMaker Pro databases on websites via Web Companion and Lasso• Enable (patch) network ports for connectivity

Burbank, Ca, Us

• Provide Level 2 Macintosh desktop hardware and software support• Maintain and troubleshoot AppleShare Local Area Network• Install, configure, troubleshoot Apple Mac OS 9 desktop and laptop systems• Maintain and monitor nightly backup procedures of the network file servers• Enable (patch) network ports for connectivity• Open and Close Trouble Tickets in Remedy Help Desk System• Provide on-site support for Telepictures and The Queen Latifah Show

New York, Ny, Us

• Install Lotus cc:Mail server on Windows NT Server• Maintain and troubleshoot multiple Lotus cc:Mail Post Offices and cc:Mail routers• Maintain and troubleshoot Lotus Link to SMTP server• Maintain and troubleshoot AppleShare Local Area Network• Maintain and monitor nightly backup procedures of the network file servers

New York, Ny, Us

• Provide Macintosh desktop hardware and software support for local and mobile users• Install and deploy new Mac hardware• Maintain and troubleshoot of Mac hardware and software• Maintain and troubleshoot company network

New York, Ny, Us

• Develop and maintain campus electronic kiosk system• Provide Macintosh desktop hardware and software support in school computer lab• Maintain and troubleshoot of Mac hardware and software• Maintain and troubleshoot campus network

Bachelor'S Business Administration, Computer Information Systems

High School Diploma