Develop and maintain Jamf Pro instance for 800+ macOS devices. - Package and roll out software applications - Manage Jamf Connect for both OKTA and Azure integrations - Device security hardening - Automated Device Enrollment through Apple Business ManagerHelp maintain Microsoft Intune instance for 10,000+ Windows and mobile devices. - Software packaging, configuration profile and integration management.Provide onboarding and offboarding assistance for various member companies.Provide assistance in helping resolve escalated issues from tier 1 and 2 Help Desk teams.

In this role I handle inbound calls\chats, customer walk-ins, and tickets relating to the IT issues/needs of the organization. This includes, - Basic to advanced troubleshooting of IT related issues - Desktop/Laptop deployment, configuration and setup (SCCM, Intune & JAMF) - Windows OS (7, 8, 10). Windows Active Directory. Mac OS. - Mobile iOS and Android troubleshooting & support - Deployment and ongoing support for Microsoft O365, and OKTA - Setup and maintain conference room equipment, Microsoft Teams/Polycom equipment, for the building and Executive/Leadership teams - Resolve tickets and track phone/walk-in issues through ServiceNow - Maintained high customer satisfaction, consistently above 95%

Responsible for assuring supported devices function properly - Testing and releasing of new firmware as it becomes available/requested - Provide support for the release of new features (template updates, testing and verification)Certification of new devices - Full testing of supported features, fail-over events, and release of all data/firmware - Build, test, and deploy code for devices (Postman, IntelliJ, and AWS)Documentation - Assure that all certifying documentation is up to date - Update supporting documentation related to new features and firmwareWork to resolve bugs on supported devices

In this role I handle inbound calls, customer walk-ins, and tickets relating to the IT issues/needs of the organization. This included, - Basic to advanced troubleshooting of IT related issues - Desktop/Laptop deployment, configuration and setup (SCCM & JAMF) - Setup of company VOIP phones (Cisco) via Cisco CCM. - Windows OS (7, 8, 10). Windows Active Directory. Mac OS. - Mobile iOS and Android troubleshooting & support - Deployment and ongoing support for Microsoft O365 and OKTA - Setup conference meetings (BlueJeans and Skype for Business) for Executive/Leadership teams - Resolve tickets and track phone/walk-in issues through ServiceNow - Maintain high customer satisfaction, 2017/18 score average above 97%

Answer inbound calls and chats regarding software developed by XactwareDiagnose issues through user input, develop strategy to resolve, implement solutions, and then test results.Resolve escalated cases as assigned to senior support technicians.Involved in estimate repair team, resolving XML and other issues.

Answer inbound calls and chats regarding tax software developed by TaxWorksAssist with installation and troubleshooting of software via telephone and remote computer connectionsProvided advanced assistance to other technicians to help manage queues

Deliver restaurant supplies to various restaurants in UtahPlan route and verify all orders are complete prior to departure

Answered inbound calls and made outbound calls daily as well as responded to email requestsDiscussed finance options in accordance with federal and company regulations while maintaining a high level of customer serviceMaintained student accounts as it related to their chosen finance option

Answered inbound support calls, average of 35 a day.Met and exceeded minimum sales and customer service expectationsAdvanced to Online Support staff to answer customer support emails and maintained above a 90% QA score while answering 120-145 tickets/day