Robert Rockwell Email & Phone Number

San Francisco, Ca, Us

• Administer, maintain, and support Windows and Mac operating systems, ensuring maximum uptime and security• Manage MDM software and assist in deploying and managing Apple and Windows devices within the organization• Perform company wide account administration• Optimize and automate onboarding and offboarding processes through automation• Implement, monitor, and troubleshoot VPN connections to guarantee secure remote access• Purchase, administer, maintain, and ship laptop computers to employees• Collaborate with the IT team on system installations, upgrades, and patches, ensuring alignment with best practices and compliance requirements• Assist in the development of IT policies, procedures, and documentation to maintain operational excellence• Monitor system performance and implement optimizations as needed• Participate in on-call support rotation to address critical IT issues outside regular business hours

• Enhanced IAM strategy in Google Workspace and AWS, implementing 2FA with YubiKey and SSO for third-party services. Strengthened email security via SPF, DKIM, DMARC, and provided documentation for maintaining excellent email/domain reputation.• Contributed to Terraform codebase, automating infrastructure provisioning for DNS records and AWS break-glass strategy, optimizing operational efficiency.• Proposed and implemented playground/testing accounts in AWS for employees. Wrote the Terraform module for the creation of said AWS accounts, ensuring compatibility with our AWS SSO implementation and that each account has a monthly budget of $100, with SNS alerts to notify when the budget limit is reached.• Lead a project to strengthen endpoint protection. Successfully rolled out Apple Business Manager and integrated it with Jamf. This accelerated onboarding and offboarding processes by facilitating zero-touch deployment and reduces complexity and labor costs.• As the Subject Matter Expert (SME) for Jamf, managed the MDM platform. Implemented zero-touch deployments, configuration profiles, wrote scripts to remove old MDM solution, re-enable firewall after one hour, enforce FileVault, and automatically collect recovery key, etc.

Palo Alto, California, Us

• Guided Confluera through SOC2 certification process within two months, ensuring compliance with industry standards. This includes drafting documents for policies (such as Incident Management, Information Security and more), auditing our access controls, creating a cybersecurity awareness campaign, proposal and subsequent deployment of endpoint protection, and much more. • Supported a team of 40+ employees, optimizing day-to-day operations. Handled all procurement, onboarding, offboarding, IAM hygiene. Managed vendor relations with all third party service providers. Reviewed IT expenses quarterly to identify overspend.• Maintained SaaS customer cluster health, leveraging monitoring tools like Grafana, Prometheus, and Datadog to identify developing issues and remedy them before they become problems that will impact customers. Reviewed performance metrics weekly to determine if any clusters need to scale up. • Conducted in-depth cost analysis within our AWS environment, saving tens of thousands of dollars by identifying and eliminating overspend in cloud services, particularly in storage and networking services.

Beaverton, Or, Us

• Provided exceptional technical support, resolving complex network issues, including wifi and SSO-related challenges.• Supported Identity Access Management through Active Directory and SailPoint, managing permissions and account migration.• Trained end-users on Nike software, enhancing productivity through customer education.• Documented support efforts via ServiceNow, ensuring timely and detailed records.

San Jose, Ca, Us

• Served high-profile customers, such as Apple, Verizon, IBM, and Paychex, resolving complex network problems with precision and efficiency.• Played a critical role in high-severity cases, driving resolution for hospitals facing significant monetary and operational challenges.• Proactively identified issues in customers' environments, filing "Beyond the Fix" cases to recommend config changes, enhancing network performance.• Promoted to High Touch Technical Services (HTTS) team, offering dedicated support and building strong customer relationships.• Filed over 20 bugs, utilizing lab testing infrastructure, and effectively communicated software defects to customers.

San Jose, Ca, Us

• Set up complex testbeds for high-severity tickets, providing connectivity in our datacenter and performing basic configurations. I met strict SLAs on each recreate ticket completed and gained valuable experience in network communications management.• Responsible for patching cables, establishing layer 1 to layer 3 access, and validating telnet access for testbeds.• Managed cable inventory, troubleshooting layer 1 cabling issues, and supported the onboarding of new hires.