Sergio Aviles Email and Phone Number

Responsible for managing all Corporate Macs throughout the Enterprise (2000+ and growing) from initial imaging and deployment through use and refresh. Building and maintaining the network infrastructure to manage the growing Mac population. Integral in the two-platform initiative under way by developing policies and standards for the Mac that mirror those established for Windows devices, as well as support policies and methods for IT. Work with various different departments and divisions to test and approve services and applications for Mac compatibility. Train local IT in the basic troubleshooting and support and imaging. Provide Tier 3 support to local IT for escalated issues. Primary contact for Mac support issues with Vendor software and hardware.

Responsible for managing all Corporate Macs throughout the Enterprise (1100+ and growing) from initial imaging and deployment through use and refresh. Integral in the two-platform initiative under way by developing policies and standards for the Mac that mirror those established for Windows devices, as well as support policies and methods for IT. Work with various different departments and divisions to test and approve services and applications for Mac compatibility. Train local IT in the basic troubleshooting and support and imaging. Provide Tier 3 support to local IT for escalated issues. Primary contact for Mac support issues with Vendor software and hardware.

Developed and implemented imaging process and support guidelines for full Macintosh support at client location. Provided Tier 1 - 3 desktop support for Mac and Windows issues. Configured and implemented JAMF Casper Suite for Mac client management. Administered and managed client population of Macs.

Cross Platform Systems and Network Consulting, Engineering and Administration.

Developed and trained new Professional Services department and its flagship managed services product where our staff of 5 provided customers with total IT infrastructure management, from network backbone, computer, image and user management, compliance, asset management, to data life-cycle management. Developed and deployed large and small scale commercial network solutions utilizing Apple OS X Server technologies as well as various 3rd party hardware, software and networking technologies. Maintained and supported customer and in-house systems providing phone (landline or VoIP), email (hosted on or off site), VPN access, Security and Firewalls, Wireless access (Public and/or Private), File Sharing, Web and Intranet, and other services. Developed security policy and procedures for customer and in-house networks that successfully balanced ease of use with security and compliance.

Managed and deployed equipment and teams for various Yuricon events and functions.

Promoted to manage growing repair and service department to support the retail sales department. Responsible for maintaining customer satisfaction at a high level by insuring that technicians worked accurately as well as quickly, and providing quick and satisfactory resolutions when service did not meet customer standards. Responsible for ordering all service parts and maintained GSX service excellence metrics at a high level. Managed mail-in repairs to Apple Depot as well as other repair facilities. Reconciled credits and debits from Apple with internal accounting. Performed regular and emergency in-house repairs and onsite calls as necessary. Maintained and implemented Filemaker DB improvements for service department Deployed calendaring application to track and schedule onsite service calls. Developed repair workflow procedure and company policy. Helped develop Paid Tech Support program, including Tech Support DB

Provided the public face of the Service Department and interacted with customers at every phase of the repair process. Checked in and logged repairs. Oversaw repair process to completion. Billed completed repairs. Provided Level 1 Technical Support.