P.J. Torres Email and Phone Number

• Managing and maintaining environment of 260+ macOS devices using Jamf On-Prem, ensuring seamless device deployment, configuration, and performance.• Securing environment by implementing policies in alignment with the Center for Internet Security (CIS) Benchmarks for macOS devices, including FileVault Encryption, security patches, and application management.• Automated routine tasks and workflows through scripting (Bash) and Jamf Pro's API, reducing manual effort and increasing productivity.• Monitored and maintained system health and compliance by performing regular audits and updates, identifying potential issues, and implementing corrective actions promptly.• Provide tier 3 support for macOS and Windows devices, diagnosing and resolving complex hardware and software issues promptly.• Implemented and managed inventory tracking and asset management within Jamf Pro, maintaining accurate records of device allocation and usage.

• Managing and maintaining a fleet of 1000+ Mac computers and iOS devices in an enterprise environment.• Using JAMF Pro to create and deploy macOS images and packages to new and existing machines.• Configuring and managing security policies, including firewalls and antivirus software.• Developing and maintaining scripts and tools for automating macOS management tasks.• Managing user accounts, permissions, and access control on macOS systems.• Knowledge of Apple Business Manager, DEP, VPP, and GSX for troubleshooting and hardware/part orders.• Deploying and configuring macOS applications, such as Microsoft Office and Adobe Creative Cloud. • Provides Tier 3 IT support (focus on Apple device escalations) while training and mentoring Tier 1 and Tier 2 help desk on troubleshooting methods, repairs, and customer relationship tips and tricks.• Maintaining documentation for Mac systems and processes, including policies, procedures, and standard operating procedures.

• Configure workstations and laptops with standard MacOS operating systems using Jamf and install applications. • Responsible for over 200 systems related incidents and service requests monthly using ITSM/ServiceNow; triage and escalate as appropriate; provide reports as requested.• Resolve, troubleshoot, configure, and install all Mac hardware, software, VOIP devices, and conference room equipment.• Deploy software applications and automate updates, patches, hot fixes to machines via Jamf.• Provide support via remote tools such as BOMGAR, LogMeIn, and Screen Sharing App.• Manage Active Directory groups to manage users accounts, group policies, and computer objects.• Maintain inventory for Mac desktops, laptops, mobile devices, and peripherals using our Integrated Software and Equipment Tracking System and NIH Property Management Portal.
• Responsible for creating SOP’s for training and documentation.

• Responsible for the following functions: Install, configure, troubleshoot, and resolve incidents related to Mac and Windows hardware, software, websites, instrument controllers, VoIP systems, and conference room equipment.• Provide outstanding customer service both at desk-side and via remote tools such as Bomgar, Cisco Jabber, Microsoft Lync, and Windows Remote.• Assist with systems administration, troubleshooting, and resolutions.• Diagnosing and troubleshooting desktop system, printer, and operating problems.• Consulting and instructing users on Mac and Windows questions/issues.• Install, maintain, and upgrade Mac and Windows equipment and its associated infrastructure.

• Ensure the entire team (including Geniuses, Family Room Specialists, Creatives, and Genius Admins) provide appropriate level of customer service at the Genius Bar and throughout the store. • Addresses customer service escalations and works with management to ensure all escalations are addressed as quickly as possible.• Leads new training and initiatives associated with the services and repair business.• Delivers feedback to the team based on observing Genius Bar sessions and reviewing Genius Room repairs and customer feedback.• Develops strategies with the Family Room Leader to ensure the best customer journey.• Being a mentor to support new employee training and continuous learning with current employees.

• Hardware and software troubleshooting and repairs on mobile devices ranging from iOS 6 until current iOS version.• Hardware and software troubleshooting and repairs on Mac devices ranging from macOS Snow Leopard until current macOS version.• Data Transfer of Macs from device to device via Target Disk Mode, Migration Assistant, and sledding internal hard drives.• Malware removal on Mac devices running 10.6 until current version of macOS.• Hardware and software setup on new iOS and macOS devices.• Provides frontline customer support at the Genius Bar, including hardware and software troubleshooting, diagnosis, and basic customer product training.

- Maintain and troubleshoot systems that support the Army’s logistics and classified data.- Build firewalls that can withstand any cyberattack and the programs that Guard Soldiers rely on to accomplish their mission.- Perform maintenance on networks, hardware and software.- Help others learn to use networks and software.