MacOS
Dorian Cordero
Apple IT Systems Engineer
San Antonio,United States
Summary
Dynamic and results-oriented IT professional with extensive experience in managing Apple devices within enterprises, ensuring compliance with rigorous security baselines such as CIS, NIST, DISA, and Zero-Trust frameworks. Expert in conducting Apple device management environment analysis, researching systems and tools, creating comprehensive written documentation, and seamlessly integrating solutions into various systems, including cloud identity providers and transitions between Mobile Device Management solutions. Adept at leading and training teams, with a proven track record of enhancing end-user experiences and improving front-line technical support team performance, achieving vast improvements in customer satisfaction within the company. Committed to delivering reliable Apple workstations, environments, and processes that optimize the user experience, satisfaction, and productivity for both end users and support teams.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
1
1
Certificate
Work History
Systems Engineer IV
Rackspace Technology
San Antonio, Texas
09.2020 - Current
- Researched, designed, planned, and implemented the transition of 2500 macOS devices from a previous mobile device management solution.
- Developed, implemented, and documented macOS workstation standards to align with best practices.
- Tested beta macOS updates and upgrades for stability and compatibility with software required by policy.
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Proposed solutions for previously unmanaged configurations.
- Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
- Optimized software and operating systems by applying updates and patches.
- Completed software updates and assessed security patches for optimized computer use.
- Researched software and systems products to determine purchase recommendations.
- Conducted end-user reviews for modified and new systems.
- Documented system configuration, mapping, and processes.
Supported system users, educating employees on troubleshooting and problem-solving protocols. - Provided training to both individual and support teams on macOS-related topics.
- Created flowcharts, diagrams, and other documentation.
- Delivered helpdesk service and support to customers.
- Verified compliance with applicable performance metrics and compatibility expectations.
Computer Systems Engineer
USAA
San Antonio, Texas
08.2019 - 09.2020
- Managed 2500 macOS workstations using WorkspaceOne and scripts to comply with policies.
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
- Supported system users, educating employees on troubleshooting and problem-solving protocols.
- Verified compliance with applicable performance metrics and compatibility expectations.
- Delivered helpdesk service and support to customers.
- Optimized networked software and operating systems by applying updates and patches.
- Documented system configuration, mapping, and processes.
- Analyzed security logs to determine and alleviate network threats.
- Completed software updates and assessed security patches for optimized computer use.
- Created flowcharts, diagrams, and other documentation.
Systems Engineer
Rackspace Technology
San Antonio, Texas
01.2014 - 08.2019
- Designed, planned, and implemented changes to address administration issues for 2500 macOS workstations, including third-party software installation and management and operating system deployment.
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
- Supported system users, educating employees on troubleshooting and problem-solving protocols.
- Checked for accuracy and functionality during implementation of new systems.
- Implemented new Open Source systems and tools to help manage macOS workstations to meet budgets and needs.
- Integrated macOS workstations with Active Directory and transition away from network accounts.
- Created provisioning workflows that interfaced with Service-Now's API to assign devices to users and eliminate errors that occurred when assignment did not occur.
- Created automations that alert Service Desk to the completion of deployments and other actionable events.
- Created flowcharts, diagrams and other documentation.
- Researched software and systems products to determine purchase recommendations.
- Suggested system updates or changes after conduct in-depth technical reviews.
- Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
- Optimized software and operating systems by applying updates and patches.
- Completed software updates and assessed security patches for optimized computer use.
- Delivered helpdesk service and support to customers.
- Documented system configuration, mapping and processes.
- Conducted end-user reviews for modified and new systems.
- Verified compliance with applicable performance metrics and compatibility expectations.
Lead Genius
Apple Retail
San Antonio, Texas
07.2007 - 12.2013
- Led a team of 50 to achieve a Top 5 rank in Customer Satisfaction across 413 stores.
- Consistently drove results in areas such as wait time, empathy, overall satisfaction, appointment availability, and repair turnaround time.
- Helped develop ideas for a new imaging system for computers that trimmed installation time.
- Developed and tailored strategies to consistently deliver on our vision of customer experience at the Genius Bar and eliminate unnecessary downtime for customers.
- Used knowledge of beta software to adequately prepare the team for possible issues and an increase in traffic.
- Trained and mentored new candidates.
- Facilitated team meetings and training.
- Provided feedback and routine check-ins with 50 direct reports.
Education
High School Diploma -
Incarnate Word Academy
Corpus Christi, TX 1996 - 2000
No Degree - Psychology
D’Youville College
Buffalo, NY 2000 - 2003
Skills
Technical Analysis
Software
Shell Scripting (bash/zsh)
Python
Mobile Device Management
Kandji
WorkspaceOne
Jamf
Azure
Munki
JumpCloud
Kolide
Git
HTML/CSS/Javascript
DigitalOcean
Certification
Apple Certified Macintosh Technician
Timeline
Systems Engineer IV
Rackspace Technology
09.2020 - Current
Computer Systems Engineer
USAA
08.2019 - 09.2020
Systems Engineer
Rackspace Technology
01.2014 - 08.2019
Lead Genius
Apple Retail
07.2007 - 12.2013
No Degree - Psychology
D’Youville College
2000 - 2003
High School Diploma -
Incarnate Word Academy
1996 - 2000
Apple Certified Macintosh Technician
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