Manage group of employees overseeing divisions of hardware, iOS, cybersecurity engineers

Highly motivated individual with vast knowledge and accepts any project or challenge thrown my way.

End User walk up help with software pushes, account issues, platform updates > Mobile Device Management using AirWatch Agent for mobile enterprise use > ServiceNow platform use for creating tickets for end user issues stemming from account permissions issues, shared drive access points and pathway rooting to SAP connectivity usage. > Extensive work with Service Now creating templates, categories and routing asset assignments to inventory, depot, or to the service desk. > Outlook Exchange management with shared accounts, inboxes, calendars, permissions and delegates. > Use with LAPS system to see if MAC computers are on domain and putting end user back on domain and getting the proper software uploaded. > Granting administrator permissions to end users. > Working directly with our Nike Apple Engineering involving in updating and utilizing our Casper system > Worked with jamf program including, recon, manage, rebuild, and policy. > Asset management with computer loaner programs. > Password resets and account lockout issue resolvement. > Installing certificates for Nike Network for internal wifi. > KeyChain Access points removal and re adding thru MDM console and terminal commands. > Work with end users using VDI machines and configuring systems to work seamlessly together from MAC over to Windows platform. > Set up Nike profiles and certificates on mobile devices for email usage, calendars, wireless connections on campus. > Partner with Cyber security and Apple Engineering to eliminate threats and to fix ongoing issues with cyber programs and Mac related profile and certificates issues. > Use Jamf on daily basis within terminal to update policies from Casper and upgrade new roll out security software and update protocols > Use Jamf to get MDM profiles to push down to the computer to allow connection to Nike networks > Casper use for Mac asset check in to make sure security profile is compliance

Had a bunch of medical issues from Covid 3 times, seizures and severe bradycardia causing me to pass out multiple times a week at the office.

Was not worth moving over from Nike to this company. So I went back.

• Provide internal employee support for all aspects of the business needs • Create tickets for software license requests, password resets for logins for various internal programs *Set up Go2Meetings to remote desktop in and trouble shoot user end issues at a company stand point. • Set up provisioning for international phone use/data usage • Troubleshooting google apps for internal use and internal program use • Terminal use for Mac and Run Terminal for Windows users *access to Mac, Windows, and Linux computer properties and troubleshooting as in depth *work with creating metric analysis and forecast graphs through Microsoft Excel in or to adhere and show performance for employees on where they are at on their caseloads in days, weeks, and months *created pivot tables to show progress using percentage, sum, and time and attendance formulas to track employee statistics on an individual basis as well as a team *used Microsoft Word daily in creating project proposals that were requested by our VP’s and Administrative Assistants to either create memos to employees or for confidential reports given to higher management *Used Access to cross use SharePoint to use the database management system to store and link with importation of company data within our other applications and databases

•Coordinate teams at WHQ with curriculum results for teams including Genius Bar, FRS’s, and in store trainers•Was in all NYC and Brooklyn Apple Stores implementing protocols and practices for correct teach methods among employees • Lead teams to understand and manage worldwide customer interest and support for iOS development and CPU support• Manage team meetings to comply with up to date company policies and tactics to implement better understanding of how to relate entry level employee work status to fully confident logistics on prepping for their job and career goals 2012:Provided support for iPhone, iPad, and iPod touch.• Skilled set to take que calls for Account Security• Understand and able to utilize KBase articles• Thoroughly skilled to use iDesk• Skilled with basic iTunes issues for both Mac and PC.• Able to escalate calls to senior support when necessary.• Up to date with latest software versions iTunes, iOS, and Mac OS X• CSTAT scores at 100 % for 3 consecutive months.

 Provided support for employees for iPhone, iPad, and iPod touch. Skilled set to take que calls for Account Security Understand and able to utilize KBase articles thoroughly skilled to use iDesk Skilled with basic iTunes issues for both Mac and PC. Able to escalate calls to senior support when necessary.  Up to date with latest software versions iTunes, iOS, and Mac OS X CSTAT scores at 100 % for 3  consecutive months. IOS Tier 1 Chat Support Trainer, Apple 08/2013 to 01/2016  Provided support for worldwide Apple iOS customers through chat Diagnosed problems and resolved  with iOS devices or got to correct procedural resolution. Worked with our senior support to help better  serve our customers using screen sharing software, support articles, or techniques that worked on  previously iOS issues Launched iOS 7, 8, 9 with help of team mates and management Earned an iPad mini  during our Elite Ceremonies. Trainer for Staff, Apple 10/2014 to 12/2015  Went to Grand Central Apple Store and learned all aspects of the business Integrated my skills from  AppleCare to help out with their Family Room Specialists using programs such as Mobile Me and Mobile  Genius Conducted 1 on 1 training with our customer's who purchased that plan on what they wanted to  learn in that particular session iTunes Accounts Worldwide Trainer Rotation 6 months started January 19.  Take customer phone calls based on fraud, misused accounts, creating Apple ID's, crediting accounts for  accidental purchases, explained bills and subscriptions.  Provided continued maintenance and development of bug fixes and patch sets for existing web  applications.  Ensured network, system and data availability and integrity through preventative maintenance and  upgrades.

Provided excellent member services and maintained member satisfaction.• Employed security measures to ensure funds were not compromised.• Received cash and checks for deposits, verified amounts, and examined checks for endorsements. • Entered member and transactions data into computer and issued computer generated receipts to members.• Cross-sell banking services and products to clientele.• Met quarterly goals based on a three tiered structure. Level I being payout lowest and level III being highest pay out, with goal reached at level III for 8 consecutive quarters.• Collected loan payments and placed holds on accounts for uncollected funds,according to organized procedures. • Ordered daily supply of cash and counted incoming cash to verify accuracy.• Posted night and mail deposits, payments and requests received in mail on daily basis.• Verified identification and rights to utilize facilities, as well as validity of credit cards and checks.