I am an Infra Admin for an all Apple/all SaaS company with a focus on Jamf administration

My job entailed many various tasks. My main responsibility was managing approximately 30 tier 1 students as they answered phone calls to troubleshoot computer and account issues. They would also diagnose and repair any software or hardware problems that were brought into our Service Center. I worked a long side them as well as be a go to person if they had questions about any issues they could not answer them selves. I was a big piece in hiring every semester. I would set up interviews, as well as conduct them. This included doing group interviews as well as individual ones. I also assisted in making final decisions when it came to who to hire. I then coordinated all of the training we needed to do for them. This meant communicating with professional staff about when they could come in to train the students on a specific piece of software or knowledge that they would need for future work. I also performed my own training for the students when it came to customer service and day-to-day work while in the Service Center. I managed their work schedules through a web-based software titled WhenToWork. This included building a static semester schedule for them as well as helping adjust the schedule weekly to work around their school and social lives as well. I was tasked with reviewing the students at the end of each semester, applying disciplinary measures, and handing our raises as I felt necessary based on their work over a course of one year.I led weekly meetings with the students as well as gave presentations over the summer to new students parents with questions about my department.I made the position my own over the three years I was in it. I took on budgeting projects to determine how much it would cost to pay the student staff, did some tier 2 work for faculty and staff computers in their office, worked thoroughly with two different ticketing programs (Footprints & TeamDynamix), and enhanced my knowledge for computer software and hardware.

I worked directly with the IT Manager to complete various tasks. This included building images, imaging computers, working closely with faculty regarding their issues and questions, and diagnosing hardware problems as they came about.I did this summer job in 2010 as well.