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Technical Support Engineer

Austin, TX
October 10, 2018

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Profile: - I.T. major with * years in health tech, datacenters, contact centers, and remote support

- Self-motivated, analytical mindset, with a “can-do” attitude and great attention to detail

- Certified JAMF Administrator (JAMF 300 – 2018)

Experience: TruSource Labs - Austin, TX // Mar 2015 – Aug 2018

- Enterprise Help Desk – Technical Engineer/Mac Admin (Philips client)

Highest tier of remote IT support (phones, chat, on-site) for 10k Philips employees

Troubleshoot Office 365, Skype for Business, SharePoint, Exchange, Yammer, OneDrive, Outlook, Intune

QA and reporting, lead weekly business call with client, KPIs, metrics, data analytics, root cause analysis

Training and coaching of agents, process improvement, and user + agent-facing how-to video productions

Clearly and efficiently document issues/tickets into ServiceNow, Jira, Asana, Confluence, Zendesk

Cyber Clinic - Granbury, TX // Mar 2014 – Dec 2014

- Level III Technician

In-shop, remote, and on-site repair of residential and business computers, servers, and network equipment

Administer and support Exchange, Office365, GoDaddy, Group Policy Objects,

Build, test, and deploy custom Windows workstations and servers for use with workgroups and domains

Set up routers, access points, NAS, RDP, custom DNS, backup solutions, and anti-virus or security software

Analyze and rectify problematic scheduled tasks, startup processes, programs, extensions, registry entries

Pepsico (Contract) - Plano, TX // Jun 2013 – Mar 2014

- Infrastructure Response/Network Operations

Frontline support at NOC/datacenter, responsible for server + network operation in 100+ U.S. production sites

Reach out to site contacts when routers, switches, servers, or other hardware needs quick repair or attention

Log in via Putty, RDP, or VM to mitigate Intel, UNIX, HP, Dell, Citrix, VMware, and Windows “prod” issues

Hands-on replacement of RAM, RAID arrays, NICs, RJ-45 adapters, PSUs, coordination of vendor repair

Work with 1-2 hour SLA terms in HP Service Manager system, minimizing high-cost productivity impact

Education: Weatherford College - Weatherford, TX // 2006 - 2013

- Game Design and Programming - “Certificate Option” completed: 3.79 GPA

(29 of 60 industry-specific credits earned toward A.A.S. – Information Technology)

Austin School of Film - Austin, TX // 2016 - 2018

- DVCP certificate program student, SXSW mentor and 2018 artist

Skills - (Comma-separated for resume parsing):

ATT, Adobe, Android, Asana, Bash, Blade, CSS, Cisco, DHCP, DNS, Dell, Final Cut, GPO, Google, HP, HTML, ITIL, ITSM, JAMF, JSS, Jira, LDAP, Linux, Logic Pro, Microsoft Windows, NNMi, Network monitoring, OMSA, OS X, Parallels, Photoshop, Premiere, Pro-tools, Proxies, Putty, QA, RAID, RDP, SSH, Self Service, Service Manager, Service Now, Sophos, Sprint, Symantec, TCP/IP, Terminal, VMware, Clusters, Fusion, VOIP, VPN, Verizon, Zendesk, access points, active directory, anti-virus, automation, backup, content creation, customer service, data transfer, drive mapping, editing, escalations, exchange, file share, hiring, iOS, leadership, macOS, management, mySQL, network segments, new hire, object-oriented programming, objective C, office, onboarding, outlook, packaging, patch management, policies, printers, procurement, recruiting, repair, reporting, scanners, security, server 2012, server 2016, switches, telephony, training, video, virtual machine

Accomplishments: - Significant Achiever award - TruSource Labs - Q3 2017

- JAMF 300 certification (2018) Score = 98%

- JAMF CCT/200 certification (2016) Score = 90%

- Weatherford College Dean’s list (2010) GPA 4.0

- Professional film work (training videos, promotional) requested by Philips and TruSource Labs founder

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