Senior IT Technician

LOGAN-JAMES KAAKAU

Bellflower, CA ***** 626-***-**** ********@*****.*** https://www.linkedin.com/in/loganjameskaakau BA in Computer Information Systems, Azusa Pacific University Service Desk Technician Senior IT Support Technician IT Engineer A well-rounded, experienced IT professional supporting complex system upgrades and software implementations. A dynamic and innovative IT Technician with notable expertise troubleshooting system failures, identifying root causes, and developing technical solutions to minimize downtime, and ensure system availability for end-users. Highly-skilled in providing technical support for complex enterprise and university systems, including replacing outdated workstations, printers, and other network devices, configuring new systems with customized computer images, and upgrading software applications to ensure compatibility. Leads and manages numerous projects with knowledge in Agile and Waterfall methodologies. An adept trainer and mentor with the ability to coach lower-level technicians on best practices and developing techniques to increase efficiency and productivity.

Core Competencies:

● Technical Troubleshooting

● White-Glove Customer Service

● IT Infrastructure & Performance Tuning

● End-User Training

● Technical & User Documentation

● Security, Backup and Recovery Strategies

● Problem Resolution / Troubleshooting

● Project Management and Planning

Professional Experience

THE AZOFF MUSIC COMPANY

Senior IT Desktop Support Technician, Current Position Providing IT services and managing policies for a mid-sized company of 300 employees, having a robust support system in place. Utilizing tools like Screen Connect and TeamViewer to efficiently provide remote assistance across the US and for employees abroad. Has security management experience with the use of Microsoft Defender/Azure and our KnowBe4 Application add-in/application used for email security. Leveraging the Microsoft 365 suite, particularly Azure and Intune, enhances user management and application deployment. Additionally, integrating JAMF for Apple product management ensures a comprehensive approach for MDM purposes. Maintaining AV solutions in 10 conference rooms and offices for users and executives, including high notoriety clients and guests that do frequently hold meetings in office. Implementing systems like PaperCut for print management are also key components of streamlining operations. Documenting processes through SharePoint and FreshService solidifying the infrastructure, ensuring smooth and consistent policy application for all processes including the Mitel phone system, conference room and new hires\onboarding. Key Contributions:

● Implemented and managed PaperCut printer management system to 10 high-volume business printers across 4 floors increasing printing efficiency by 50%, ensuring security and confidentiality of documents of both users and guests alike. BELLA CANVAS/ ALO YOGA

IT Help Desk Associate, August 2021 - September 2022 Manage IT projects and service requests for a large size company of 1000+ employees domestically and internationally. Providing support onsite and remote for users, supporting users remotely with the LogMein enterprise application, located in our numerous production warehouses and HQ facilities across three states in the US. Utilizes Microsoft 365 suite for user management and application rollout through Azure and Intune, with the use of JAMF management for apple products on the domain. Currently took on a junior project manager role under the guidance of our Senior IT Project Manager in assisting and aiding in a complex project to resolve vulnerabilities across our numerous IT teams. Improving and documenting new processes through SharePoint such as EOL and new hire policies.

LOGAN-JAMES KAAKAU

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Key Contributions:

● Coordinated and carried out a massive asset management and workstation installation project that required a two month planning period for 75 stations to increase shipping volume by 30% in our Commerce distribution warehouse. SPOTIFY AB

IT Support Specialist, March - September 2020

Served and assisted a large size company of 1000+ employees and executives both in and out of office; Remoting with end-users through remote desktop connection applications such as Zoom and Google Meets. As a solo technician stationed locally at two offices in Los Angeles, mainly servicing our West Coast offices in California with help from our main hubs in New York and Stockholm, including a remote office in Mexico City, MX. Worked alongside our team in NY with proprietary applications such as Backstage (open platform for building developer portals) that include LDAP authentication to enable access to them and creating accounts for new hires through this process. In-person duties also included managing Google Meets Conferencing for both internal and external use and managing equipment requests, integrating with inventory of all physical assets through Jamf Pro and Google sheets. Key Contributions:

● Managed and coordinated computer refreshes and conducting onboarding presentations for 10+ contractors each week hired through our offices in LA, working closely with our Talent Acquisition teams. EDMUNDS.COM, INC.

Help Desk Technician, June 2019 - March 2020

Provide high-quality customer service for a large size company of 500+ employees and executives both in and out of office; Remoting with end-users out in the field through remote desktop connection applications such as LogMeIn Rescue across the entire United States, including a remote office in Detroit, MI. Created and maintained MAC OS and 10 images for computer refreshes and new hire requests, managing numerous licenses and access for compatible applications and programs. Also worked as a service bar technician

(like Apple Bar) called the PitStop Bar, servicing employees and clients alike. Improve help desk efficiency and processes such as creating new documentation for the current ticketing system – JIRA Service Desk Software, integrating with inventory of all physical assets through AssetPanda and Jamf Pro. Managed Evolve IP Phone Systems and Zoom Conferencing for both internal and external use.

Key Contributions:

● Assisted and deployed over 250+ Windows 10 upgrades company-wide, including new images/machine rollouts for both PC and MAC within a span of 4 months. Also revamped asset management processes to new standards.

● Refined and audited numerous systems, end-user documentation, and team processes. This includes: New Hire and Last Day procedures, AD/Atlassian/Slack accounts, and Asset management (Asset Panda/Jamf). CONSUMERTRACK INC.

IT Support Specialist, August 2018 - June 2019

Provide white-glove customer service for a medium size company of 150 employees both in and out of office; Remoting through remote desktop connection applications Zoom and Slack conferencing with our two offices in Charlotte, NC and Bethlehem, PA. Create and maintain MAC OS, Windows 7, and 10 images for computer refreshes and new hire requests, managing numerous licenses and access for compatible applications and programs. Improve help desk efficiency and processes such as creating new documentation for the current ticketing system – JIRA Service Desk Software, integrating with inventory of all physical assets through Spiceworks ITAM. Key Contributions:

● Created a hardware budget request and employee new hire/termination ticketing feature through JIRA, handling at least 10 types of these tickets requests weekly.

● Deployed over 25+ new employee workstations that involved Windows and Mac environments in 5 months, installing vital programs for job functions: MS Office, Adobe Creative Suite, Sophos, Cisco AnyConnect VPN (remote) SOUTHERN CALIFORNIA PUBLIC RADIO KPCC 89.3

Tech Support Specialist, May - August 2018

Demonstrated technical troubleshooting skills in specific company-based applications such as Virtual Traffic, Salesforce, and ENPS News Production System. Provided high-quality technical support both in-house and remotely through remote desktop connection applications TightVNC and LogMeIn Rescue, helping all reporters and off-site employees connect to our personalized VPN through Cisco AnyConnect. Implemented Microsoft System Center and MAC OS imaging to ensure efficient workflow and compatibility with our company infrastructure. Provided quality customer service and support for 400 internal and external users and systems with Remedyforce Console ticketing system. Used JAMF Pro to deploy and manage iOS and macOS devices across our users. Key Contributions:

● Served as a project manager on a department project to create documentation assessing and deploying different options to provide efficient and productive processes, increasing job efficiency and response by 25%. AZUSA PACIFIC UNIVERSITY

Senior Support Technician, January 2016 – May 2018 To maintain the integrity and security of company systems, it's crucial to implement technical procedures and adhere to company policies. This includes providing high-quality technical support for over 1500 internal users through the Zendesk ticketing system. Additionally, setting up and maintaining enterprise network devices, workstations, and mobile devices is essential. Installing and updating software applications, along with managing back-up and recovery processes, ensures the smooth operation of systems. Effective communication with system users at all levels is key to providing tailored assistance and maintaining operational quality. Key Contributions:

● Served as project manager on a companywide project to upgrade and update network devices, workstations, and printers. Led a team of up to 10 technicians, issuing work orders, providing guidance and instructions on installation and configuring devices, and confirming device functionality to ensure satisfaction.

● Deployed over 120 computers and 40 printers within 2 months and designed and deployed customized computer images to ensure compatibility with proprietary systems such as JAMF Pro for enrollment and application installation Technical Proficiencies

Platforms: Windows 7 & 10 & 11, Mac OS, Linux OS Android, iOS Applications: Office 365 Apps - Word/Excel/OneNote/Outlook/Intune/Azure/Teams, G Suite Apps, FreshService Service desk, Jira Service Desk, Remedyforce, ServiceNow and Zendesk ticketing systems, Microsoft Defender, Norton / McAfee Antivirus, Enterprise Symantec Endpoint Protection, Norton Internet Security, ENPS Associated Press, JAMF Pro/Self Service, Zoom Conferencing, Spiceworks Asset Management, Cisco AnyConnect VPN, Azure VPN, Slack Collaboration, Confluence, Mitel Business Phone System, Fuze Phone System, AllWorx Phone System, Evolve IP/UC-One Phone System, Asana Project Management, Monday.com PM, Trello PM, Accumark/Cutwork applications Tools: Active Directory Domain Controllers, LDAP, Microsoft System Center Configuration Manager, Acronis Backup Software, Microsoft Server 2012/2016/2019, Microsoft Desktop Remote Assistant, Sophos Antivirus, VirtualBox configuration, ConnectWise ScreenConnect, LogMeIn Rescue and Teamviewer Hardware: PCs, desktops, laptops, VoIP phones, mobile devices, tablets, printers, scanners, projectors, subwoofers, receivers, conference cameras and mics Basic

Networking:

LANs / WANs, TCP / IP, WIFI and Ethernet configuration, VoIP, DNS, HTTP, Wireless / VPN Architecture, Firewalls, Meraki Cisco Routers & Switches, Dell Switches LOGAN-JAMES KAAKAU

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