Lead Mac Anaylst at TIBCO Software
Information Technology and Services | San Francisco Bay Area, US
Technician, System Administrator, and Technical Project Manager focused on providing exceptional support.
Specialties: Mac OS X, Mac OS X Server, Linux, Adobe Creative Suite, Final Cut Pro Studio, JAMF Casper Suite, File Maker Pro, MS Office for Mac, VMware Fusion, Package Maker, Mozy Backup, AppleScript Editor, Retrospect, Crashplan Pro.
Windows 7, Vista, XP, 2000, Windows Server 2008, Active Directory, Open Directory, Sharepoint 2007, Wise Package Studio, MS Office 2002 - 2010, LANDesk, Ghost.
LAN, WAN, TCP/IP, Cisco, iPhones, Andriods, BlackBerrys, BES Server, Avaya IP/Digital.
Apr
2011 - Present
Lead Mac Analyst / TIBCO Software
» Oversee global initiative to support Macs internally within IT.
» Manage Mac support project including server management, backup, imaging, and training.
» Create custom images and packages with JAMF Imaging Suite and Composer.
» Create documentation and wiki to serve as a knowledge base for Mac users.
» Support the helpdesk to triage and resolve tickets in all aspects of IT (Macs & PCs).
May
2010 -
Apr
2011
Mac Support Analyst / McCann Erickson
» Provide advanced technical support locally and remotely to over 100 Mac users.
» Administer and manage user accounts through MS Active Directory.
» Manage multiple servers on different platforms – OSX 10.6 and Windows 2008.
» Deploy custom images and packages to end-user through JAMF Casper Suite.
» Perform repairs and installs onsite – Apple Authorized Service Provider.
»Troubleshoot, create images, and deploy PCs when needed.
Aug
2007 -
Apr
2010
Genius Administrator / Apple Inc.
» Administer and lead all aspects of the service team, including service part inventory.
» Maintain a queue of repairs to insure prompt turnaround time.
» Work with corporate project managers to oversee pilot programs within the Family Room.
» Triage and repair Macs, iPod/iPhone, and other Apple products.
» Oversee Mac to PC transfers.
Jul
2007 -
Oct
2007
Lead Computer Specialist / Best Buy
» Qualify customers for complete solutions according to unique needs.
» Perform installs and upgrades to new PCs and Macs.
» Create images to deploy to floor PCs and Macs.
» Lead fellow employees in department duties and responsibilities.
Aug
2003 -
Feb
2007
Lead Hardware Sales Associate / CompUSA
» Assist customers in the selling of hardware products.
» Offer customer service in all areas of the store.
» Maintain visual appearance and cleanliness of the store.
» Lead fellow employees in department duties and responsibilities.
Jun
2003 -
Sept
2006
Production Administrator / American Business Communications
» Prepared artwork for pre-press.
» Managed both Macs and PCs within production.
» Managed color and large format printers.
» Separated colors of PDFs to send to press
-
2012
-
2013
Western Governors University
BS
in
Business - IT Management
-
2009
-
2011
Academy of Art University
BA
in
Computer Arts, New Media
-
2006
-
2008
San Francisco State University
BA
in
TV/Radio Broadcasting