Desktop Support Data Analyst

Zack Taylor

San Lorenzo, California.

Web: linkedin.com/in/zack-taylor-86b20165

Email : ********************@*******.***

Summary

Continuing the outreach of education, business and empowering the community to forward any due process through technology.

Experience

Technical Operations Associate

BioMarin Pharmaceutical Inc.

March 2020 – June 2020 (3months+ Contract)

Technical Tier 2 Support (Zendesk, Salesforce, ServiceNow etc.) Microsoft Systems (O365, SharePoint, MS Teams, MS Flow) Ability to notice trends in tickets, close tickets but also understand and address why a trend of raised tickets might come up. Understanding of Legal Systems or concepts eDiscovery, CLM, Record Management, Digital Signatures. This role is contracted through Collabera. IT Support Specialist

Doximity

Jan 2019 - Dec 2019 (1year)

-Independently triage and resolve Tier1 & 2 technical issues for all employees with a sense of urgency

-Educate and support local and remote users on appropriate usage of a variety of software and systems used in day-to-day operations-Manage distribution and recovery of company equipment during onboarding and offboarding, CDW purchasing as well as AWS

-Maintain employee access to various platforms such as GitHub, AWS, Suite, Microsoft Office, Zoom, etc. using technologies such as Okta, provision and reimage devices utilizing JAMF (Mac & Windows)

-Order devices and office equipment via Hardware Request forms (google forms) and keep inventory of devices for new hires (BambooHR/Excel)

-Maintain the Cisco Meraki network, printer and troubleshoot AP’s & Switches flag/drop in connectivity

-Utilize Bamboo HR and other SAAS platforms to activate employee emails as well as G-Suite Admin for Google Groups

·Assist fellow employees by diagnosing problems and providing resolutions for technical service issues

·Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls to vendors

·Monitor and track issues to ensure accurate solution

·Build and maintain a strong knowledge management repository for the desktop services

·Act independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed

·Deal directly with any escalations and employee issues, using Zendesk, Spoke, Jira, and Pivotal Tracker Ticketing Systems

·Proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner.

Desktop Support Engineer (Infrastructure Analyst)

Adobe

Aug 2018 – Jan 2019 (6months)

Oversee all on-site technicians break/fix, IMAC/PC incident and request fulfilment Act as customer escalation POC onsite for all Priority 1and 2 related incidents and requests and/or customer complaints

Manage client relationship as it relates to daily on-site operations

·Respond to employee technical problems/issues related to hardware, software and networking via e- mail/ Chat and phone, Adobe ServiceNow (ticketing system)-Trello Boards

·Assist fellow employees by diagnosing problems and providing resolutions for technical and service issues

·Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls to respective vendors

·Advise/educate employees within procedural guidelines to ensure a complete solution to their technical or service-based questions

·Focus on delivering a positive experience

·Monitor and track issues to ensure accurate solution

·Build and maintain a strong knowledge management repository for the desktop services

·Assume complete ownership of customer issues until resolved involving multiple inbound and outbound communications. Own the issue and engage/collaborate with multiple resources

·Act independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed

·Deal directly with any escalations and employee issues

·Proactively engage the required resources to ensure employee expectations are exceeded in a timely manner.

This is a Contracted Role through UST Global

Programming Expert & Product Specialist At Apple Union Square Apple

Feb2017-Mar2018 (1 year 2 months)

Audio Visual Tech for Apple Global Flagship store, Utilizing Yamaha Stage mix & soundboard/receiver, event setup, microphone setup, forum display changes, panel replacements, teaching courses for 1on1's and group settings of 15+, setting up of slides and course material, teacher of all things Apple, product specialist

Technician / Community Development Specialist

Microsoft

Aug 2014 –Nov 2016 (2 years 4 months)

Technician/ Community Development Specialist: (Paragon, Data Backup, Migration, Troubleshoot, Hardware diagnostic, Software Installations, CX, Store Time, Red Prarie, Data Analyst, Office expert, Adobe, CSS, Malwarebytes, HitmanPro, Toolkit, PowerPoint, Word, Excel, OneNote

-Community Development lead Specialist (Marketing & Event Coordinator)

-Head of Hour of Code (Minecraft), Youth Spark Camps (The Cove Elementary School, Neil Cummins Elementary) Train and Educate Teachers, IT and Youth on How to Utilize Office products.

-CDS development training and guidelines (store portal)

-NFL fundraiser coordinator (Oakland Raiders)

-EMS marketing management, Microsoftstore.com

Family Room Specialist

Apple

Oct 2012 - Aug 2014 (1-year 11months)

Job Responsibility/Achievements

-Apple Camp Head Coordinator(youth)

-Photography, video editing, music program camps, ratio1:15

-ON site Mobile Phone Repair,

-Marketing Coordinator/ Site Reliability Management Education

Brown University

Certificate of Completion, Leadership for Social Change 2009-2009

Certificate of Completion–Leadership for Social Change University of Nevada-Las Vegas

Communications, Human Biology

2010-2014

Pinole Valley High School

High School Diploma

2006-2010

Licenses & Certifications

Leadership for Social Change -Brown University

SO912-2EL-LeaderShipForSocialChange

The Science of Well-Being by Yale University -Yale University

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