User Experience Technical Support
Resume:
Michael
Purefoy
Technology
Specialist
Michael Purefoy
Union, NJ 0-7083
********@*****.***
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Skills
Certifications
Technology specialist with 15+ years of experience in enterprise technical support, multi-platform troubleshooting, and user experience optimization. Proven expertise in serving as the first-line of support for complex technical workflows, managing cross-platform environments (macOS, Windows, Chrome OS), and analyzing user friction patterns to drive permanent solutions. Strong background in Google Workspace administration, cloud infrastructure, and technical documentation with demonstrated ability to collaborate across teams, escalate issues effectively, and create knowledge-base solutions that enhance user experiences. Certifications
• AWS Certified Solutions Architect - Associate
• AWS Certified Data Engineer - Associate
• AWS Certified Cloud Practitioner
• AWS Certified AI Practitioner (In Progress)
• Apple Certified Macintosh Technician (ACMT)
• Multi-Platform Support: Apple MacOS, Windows, Chrome OS - Expert-level troubleshooting and administration
• Cloud & SaaS Applications: Google Workspace (Gmail, Drive, Docs, Sites, Groups), AWS Cloud Infrastructure
• Data Formats: JSON, XML, CSV file processing and troubleshooting
• Mobile Device Support: Apple iPhone, Android devices, cross-platform mobile management
• Technical Documentation: Knowledge base creation, user experience analysis, pattern recognition
• Collaboration Tools: Video conferencing systems, streaming technologies, enterprise communication platforms
• Transfer Protocols & File Management: Large file transfer systems, asset management, inventory tracking
• Incident Management: Issue escalation, outage response, cross-functional team coordination
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Experience
Technology Manager
People's Preparatory Charter School September 2020 - May 2024
• Served as first-line technical support for 200+ users across multiple platforms, investigating and resolving complex technical issues with focus on user experience optimization
• Documented and analyzed user friction patterns, creating comprehensive troubleshooting guides and knowledge base articles that reduced recurring support requests by identifying root causes
• Managed multi-platform environment including Apple macOS, Windows, and Chrome OS systems with expertise in cross-platform integration and user workflow support
• Administered Google Workspace environment including Gmail, Drive, Docs, Groups, and SSO configurations for seamless user experience across all applications
• Coordinated incident management workflows with vendor partners, escalating complex technical issues to appropriate teams while maintaining detailed documentation for pattern analysis
• Implemented systematic troubleshooting methodologies for hardware/software issues, creating repeatable processes that improved resolution times and user satisfaction
• Collaborated with cross-functional teams to identify opportunities for self-service solutions and workflow improvements, bridging user needs with technical capabilities
• Managed enterprise technology assets using comprehensive inventory tracking and documentation systems
Resident Advisor & Technology Lead
JMJ Solutions October 2017 - Present
• Manage end-to-end technical infrastructure supporting diverse user workflows across Apple/Windows systems and Google Chromebooks
• Lead technical troubleshooting initiatives for complex multi-platform environments, ensuring seamless user experience across all systems
• Provide technical support coordination for property management and client-facing applications, serving as primary escalation point for technical issues
• Direct cross-functional project management for technology implementations, coordinating with multiple stakeholders to ensure successful delivery
Assistant Director of Technology
Guttenberg Board of Education July 2015 - October 2017 • Directed comprehensive technology operations for entire district, managing user experience across multiple platforms and applications
• Led enterprise Google Workspace implementation,
coordinating with stakeholders to ensure seamless user adoption and workflow integration
• Managed complex technical infrastructure supporting critical user workflows and system integrations
Apple Genius - Certified Apple Mac Technician
Apple Inc. March 2008 - June 2015
• Provided expert technical support and customer service for Apple hardware and software ecosystems, serving as primary technical resource for complex issues
• Maintained exceptional customer satisfaction through systematic troubleshooting methodologies and clear technical communication
• Collaborated with engineering teams to escalate recurring technical issues and contribute to permanent solution development
• Managed comprehensive inventory and repair tracking systems with detailed documentation for pattern analysis and process improvement
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Education
Marketing Kean University • High School Diploma Union High School.
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Additional Qualifications
• Flexible schedule availability for business needs and cross-regional support
• Strong analytical thinking for complex technical issue diagnosis and user experience optimization
• Collaborative communication style with experience engaging stakeholders across technical and non-technical teams
• Continuous learning mindset with demonstrated ability to quickly adapt to new technologies and workflows
– References available upon request –
Contact this candidate