Jp Obando Email & Phone Number

New York, Ny, Us

Provide high-level technical support for a fully remote, Mac user base. My role focuses on ensuring smooth IT operations, managing system deployments, and enhancing user experiences by optimizing our service desk and improving IT processes.Key responsibilities include:• Offering day-to-day support for end users through various channels, ensuring timely resolution of technical issues and maintaining strong service desk metrics.• Leading system transitions and software deployments, such as Glean, Notion, Keeper, and BYOD initiatives, ensuring seamless integration and minimal disruption for users.• Managing macOS system updates and transitions, including planning, testing, and deploying new OS versions like macOS Sequoia across the organization.• Implementing and providing support for security tools, including VPN solutions like Cloudflare WARP, to enhance connectivity and security for remote employees.• Supporting new hire onboarding processes and maintaining streamlined workflows for device and software enrollment, ensuring smooth transitions into the company’s infrastructure.• Contributing to the development and documentation of IT best practices and processes for long-term scalability and efficiency.Through collaboration with cross-functional teams, I have successfully driven the deployment of key technologies and security solutions, ensuring the continued growth and efficiency of Socure’s fully remote workforce.

In my role as Desktop Support Engineer, Onboarding, I played a key role in supporting the rapid scaling of the company by ensuring that new hires had a seamless IT experience from day one. My primary responsibilities included:• Supporting the hyper onboarding of employees during periods of rapid company growth, providing technical support to ensure all new hires were fully equipped and operational from day one.• Revamping the IT onboarding space, updating documentation, workflows, and automations to streamline processes and improve efficiency for both new hires and the IT team.• Collaborating cross-functionally with HR, Security, Compliance, and other departments to refine onboarding processes, gather feedback, and implement improvements.• Successfully training new IT team members to handle onboarding tasks, ensuring they were well-prepared to support key IT initiatives and provide excellent support to new hires.• Providing immediate and high-level technical support to C-level executives, ensuring their technology needs were met quickly and effectively.• Conducting analysis and support for IT initiatives, including macOS/iOS deployments, tool optimization, and reducing the number of tools in use to maximize ROI and streamline operations.My contributions helped create a more efficient, scalable onboarding process while improving the overall user experience for both new hires and existing employees.

Short Hills, New Jersey

Served as a trainer and mentor to all newly on-boarded Mobile and Macintosh technicians in storeOversaw software and hardware troubleshooting and repair in-store processesCertified to troubleshoot, diagnose and repair by discovering underlying software, hardware, or environmental issues resulting in software updates/re-installation and in certain cases repairing the physical components.Supported Mobile Device Management (MDM) and provisioning of company store use and demo assets (Mac, iPhone, and iPad) via iCloud and JAMF software.

Directed new initiative including training, employee engagement, and technical supportWorked directly with leadership team on in-store initiativesCommunicated and assisted market store teams with Market Trainings and fearless feedback

Cupertino, California, United States

Completed the in person on-boarding and technical training of over 100+ Apple technician team members from the USA and CanadaMonitored development and provided detailed trainee feedback

Directed new initiative including training, employee engagement, and technical supportWorked directly with leadership team on in-store initiativesCommunicated and assisted market store teams with Market Trainings and fearless feedback

United States

Educated customers on the latest Apple desktop & mobile technology Supported the sales and technical support teams along with other departments and ensured that the POS systems were updated and performed accurately