Support Service
Resume:
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SEBASTIAN SANTOS
CANADA
EXPERIENCE AUSTIN MAC WORKS
Austin, TX // Mac Certified Technician
Managed customers in crisis situations, recovering important lost files and data Troubleshot and repaired customer Apple equipment
Prescient in iPhone, Mac, and iPad software and hardware 06/2014 – 01/2017
UNISYS CORPORATION
Austin,tx // IT FIELD ENGINEER III
Support Person staff including on-site and remote employees with all technical needs including but not limited to Office 365, applicable system access and VPN connectivity, and troubleshoot software and hardware technical issues Patch and organi+e the agency s current cable management to ensure the networking team can address building technical issues efficiently Proactively maintain and troubleshoot for A’ and conference phone equipment for conference rooms Manage technology and equipment needs for all agency new hires prior to the start of employment
Support Person agency events by controlling all PA, soundboard, microphone, and Live stream systems
01/2017 – 10/2019
FORCEPOINT LLC
Austin,TX // Jamf Administrator
Support over 1000+ users on a daily basic
Support and install printers and printers drivers
Image and deploy computers for new hire
Act as the first-line contact for all IT help desk issues Provide comprehensive and timely resolution of all end-user technical issues Break/fix software & hardware support such as OEM-certified warranty repairs Perform IT asset disposal and maintain an accurate asset inventory Support end-users remotely accessing services via shipping replacement devices or leveraging 3rd party hardware repair (or other forms of onsite support as needed) Troubleshoot issues involving applications on and off-premise (e. g. cloud) IT support may be provided remotely via remote administration tools or desk-side Onsite support for incidents, service requests, and changes as needed (iMac and MacBook break/fix)
Provide end-user device configuration
Execute application installations, patch and driver update testing and distribution Responsible for a device, operating system, software, and/or application troubleshooting
(macOS)
System updates and/or restoration activities as necessary Created macOS 10.12 Sierra, macOS Catalina, and macOS Big Surend-user self-update policy in Jamf/Casper Self-Service.
Managed patching for macOS Sierra, macOS Catalina, and Big Sur in Mac environment. Built pkg installers using Jamf Pro Composer/Casper Composer. Packaged Adobe Creative Cloud applications using Adobe Creative Cloud Packager. Authored bash scripts and AppleScripts and created workflows to streamline tasks. 10/2019 – present
Prioritized workload and organized tasks in ServiceNow service management software. Prepared Visio diagrams and charts to document software functionality across multiple sites. Selected hardware and software for purchase and deployment. Prepared upgrade proposals for Confidential’s Mac systems. Communicated with software and hardware vendors to get quotes. SKILLS Communication: Award-winning customer service skills. Deals with internal and external customers at all levels via telephone and email to ensure successful communication through active listening and thoughtful questions.
Problem Solving: Resolves in-depth queries in a methodical manner independently and with internal and external business partners to find appropriate resolutions and efficiencies, all with a high level of quality.
Team Player: Enjoys sharing knowledge and encouraging the development of others to achieve specific team goals.
Planning and Organizing: Refined planning and organizational skills that balance work, team support, and ad-hoc responsibilities in a timely and professional manner. Systems Knowledge: macOS and Jamf Pro Experience in preparing and analyzing reporting data for management accurately and to timescales also preparing patches applications updates and other configurations.
SUMMARY Obtain a challenging position enabling me to grow my problem solving, leadership, and technical skills as an IT professional. Seeking a high-energy creative environment where my passions and expertise are in service of the greater company and its people. EDUCATION UNIVERSIDAD TECNOLOGICA DE SANTIAGO
B.S. in Accounting
2006 – 2011
JAMF PRO
Jamf Certified Associate
2019 – 2019
APPLE
ACMT
Apple Certified Technician
2014 – 2014
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