KYLE CONWAY

Tel: 929-***-****

E-mail: ad30hf@r.postjobfree.com

Apple-certified professional with over 15 years of experience working within high- volume technical teams. My specialty is hardware and software deployments on both the Macintosh and Windows platforms

Work Experience:

Corp Operations Engineer Level 2 Astreya/Dropbox 11/2021 – 10/2022

• Supervised and managed NYC studio technical services which included making sure all conference rooms, tech vending machines, and printers were functional

• Performed Okta admin duties such as adding/deleting users, giving access to applications and groups, resetting passwords, activating/deactivating user accounts

• Account management using active directory

• Locked unlocked and enrolled Windows 10 desktops and laptops using Microsoft Azure

• Use JAMF to look up general information on Mac desktops and laptops, lock and unlock assets, check on device synchronization status, and push software updates and upgrades and JAMF policies

• Gsuite administration

• Create and publish knowledge base articles using Service Now

• Resolve Tier 2 tickets using both Jira and Service Now (SNOW) Sr. Field Support Technician Comcast Effectv 2/2019 – 9/2021

• Provided desk-side and remote support for 150 end users at Comcast Effectv Headquarters in New York in a Windows 10, and Mac OS Catalina environment

• Ensured all A/V equipment is operational in all conference rooms

• Performed white glove technical support service to all Executives

• Imaged and deployed Windows 10 desktops and laptops using SCCM

• Used JAMF to push policies, review asset information lock and unlock devices, and image Mac laptops and desktops.

Technical Skills:

• Microsoft 365, Mac OS X El Capitan, Sierra, High Sierra, and Mojave, Windows 10, Active Directory, Exchange, Intune, Google Docs, Google Hangouts, Google OS, Zoom, CrashPlan, Team Viewer, JAMF, DEP, SCCM, LAN/WAN, Jira, Zendesk, Smart Remedy IT, GSX, Avaya, ShoreTel, Cisco phone system, Ricoh, HP, and Canon printers, VMware Fusion, Deploy Studio, Okta, and Slack and Microsoft Azure

• Account management using Active Directory

• Telephony management for Cisco desk phones using SMACS

• Provided technical support for Microsoft 365

• Inventory management which includes ordering, setting up, and deploying company iPhones

• Exchange SPOC

• As an IOS SPOC, I was responsible for device enrollment and troubleshooting Mac Support Specialist (Contract) INVNT 9/2018 – 12/2018

• Provided technical assistance and support for all incoming queries and issues related to software/hardware of computers, mobile devices, networking equipment, and printers in a Sierra, High Sierra, and Mojave OS environment.

• Performed onboarding service.

• Responded to queries in person and remotely promptly.

• Ensured A/V equipment was operational in all conference rooms. Freelance Computer Technician Freelancer 5/2016 – 9/2018

• Provided basic to advanced troubleshooting and repair for desktops and laptops in mixed Mac OS, Windows 7, and 10 environments.

Site Support Technician Yelp Inc. 1/2016 – 5/2016

• Provided desk-side support for 980 end users in a Macintosh enterprise environment (El Capitan and Yosemite)

• Onboarding service

• Managed Mac mini, MacBook Pro, and iPad inventory and tracking using Casper/JAMF

• Monitored and managed Canon, HP, and Ricoh printers Desk-side Technician The Heschel School 8/2011 – 12/2015

• Provided Tier 1-3 desk-side and remote technical support for 1450+ end users in a mixed Mac OS X and Windows OS environment

• IT inventory and tracking

• Supported multi-functional printers and copiers

• iOS device support

• Built, packaged, and distributed base OS images using Deploy Studio

• Managed start of school laptop deployments

Mac Genius Apple Inc. 5/2006 – 8/2011

• Proactively provided 200 weekly face-to-face consultations for both hardware and software

• Conducted basic to advanced product training

• Performed hardware repairs

Education:

• Mannes College Music Major 2 years

• Apple Inc. ACMT 2006

• Linda.com Windows 10/Office 365 2016

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