IT Analyst
Resume:
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Executive Summary
Accomplished, bright, and result-oriented IT professional with 6+ years of experience in user support, and systems administration. Combined with demonstrated strengths in team collaboration and problem solving, with a strong focus on ensuring optimal user service and support. Considerable experience Imaging/configuring, deploying, testing, troubleshooting, maintaining, and fully supporting computer workstations and peripherals, PCs, laptops, tablets, and mobile devices. A cross-functional communicator who easily interfaces with high-profile leadership, team members, vendors, and internal and external customers. Senior Support Analyst / IT Operations
VaynerMedia, New York, NY March 2018 – August 2019
Providing support for over 800 end users, across 5 offices and multiple other remote locations. Supporting a Mac dominant environment – 97.5% MacOS / 2.5% Windows (Dell).
Packaging and testing of in-house and third party application updates. Deployed via Meraki Systems Manager
Managing, running monthly reports and applying new GSuite updates in our GSuite Admin portal
Conducted research for an alternative to our Meraki SM thin imaging workflow. Worked together with IT Director to implement a new and reliable Munki onboarding process for the team to use
Assisting our Tier 1 Mac Support Analysts, but also escalating higher level issues to the IT Director
Prepare machines and accounts for New Hires weekly (avg. 5-7 a week), but also coordinating with HR during employee terminations to schedule offboardings
Manage and track the accounts and status of hundreds of short/long term Freelancers, all across the organization and shutting down accounts according to their end date, in a timely manner. IT ANALYST III
DIGITAL REMEDY (CPXi), New York, NY May 2016 – Oct 2017
Developed and managed project plans/timelines with vCTO. Defined resource requirements and managed projects from initiation to implementation.
Maintained and updated applications and operating systems for 150 machines using system management tools such as JAMF Pro and Group Policy.
Transitioned in-house JSS and decommissioned 3 JDS servers to Jamf Cloud.
Create Extension Attributes to get additional information from Apple machines. (i.e. Uptime)
Record Help Desk statistics and create KPIs to effectively track Help Desk’s performance week to week, month to month. Indicators included number of tickets, types of tickets, tickets per priority, SLA percentages, and more.
Created Powershell scripts/queries to pull additional information not readily available in Office365.
Helped migrate several terabytes of data from Dropbox to SharePlan, of the entire company.
(SharePlan discontinued in 2016, needed to migrate data back to Dropbox.)
Monitored and troubleshot network activity using Cisco’s Meraki Networking web portal.
Performed weekly checks for successful server backups and server errors IT ANALYST
DIGITAL REMEDY (CPXi), New York, NY January 2013 – May 2016
Served as the first point of contact for technical support issues and weekly onboardings for approximately 150 end users on various technical issues relating to hardware, software and peripherals. Supported a mixed-OS environment – 65% MacOS / 35% Windows (BootCamp).
Helped migrate entire company from EOL Dell Laptops to 100+ Macbook Air’s.
Prepared and imaged MacBook Air’s for new hires, including account creation across 5-10 different platforms and services. Also tracked said accounts/equipment for offboarding purposes.
Created an Asset Inventory Project in JIRA to keep track of the information of 100s of devices and equipment used by throughout organization. (i.e. Video Equipment, HotSpots, etc.)
Monitored Hotspot data usage for overages and cross-checked costs month to month.
Maintained and added new features and workflows to JIRA projects used throughout the organization. (Based on requests and needs of each department.)
Provided remote support to the Seattle and New Orleans offices (occasionally supporting office in Asia) using either LogMeIn, Casper Remote, and/or ARD. Sal Khoule
JAMF
MacOS
Powershell
Cisco Meraki
Bash Scripting
Remote User Support
Windows / MacOS Support
Diagnosing/Troubleshooting
Meraki Systems Manager
Inventory Management
Patch Management
Open Source Tools
Deploy Studio
Office 365
AutoPkg
JIRA
Confluence
GSuite Business
Adobe Creative Suite
Deadline & Goal Driven
Customer Service Oriented
Complex Problem Solving
Collaborative Teamwork
Root-Cause Analysis
Time Management
Gap Analysis
Dropbox
Box
EXPERTISE
PROFESSIONAL EXPERIENCE
EDUCATION
SK
New York, NY
*.******@*****.***
www.linkedin.com/in/skhoule
New York Code and Design
Full Stack Web Development Intensive
(Nov 2017-Feb 2018)
Computer Science
CUNY Bronx Community College
(Jan 2009 – Jan 2012)
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