Herman Newman
Cypress,CA
Summary
Experienced and customer-focused IT professional with over 10 years of expertise in managing, configuring, and maintaining enterprise-scale IT infrastructure. Skilled in training IT staff on system administration procedures, specifically server administration. Committed to addressing end users' concerns and efficiently resolving technical issues. Proficient in analyzing issues on service calls and finding effective solutions. Offers an engaging and pleasant personality with a proven track record of building strong customer relationships. Recognized for outstanding diagnostic skills.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior MAC/PC Helpdesk Technician
Munchkin
02.2024 - Current
- Responsible for all Apple hardware iPhone, Macs, Apple TV’s
- Jamf Administration: Managed and administered Jamf Pro, including policy creation, profile management, and device enrollment for over 200 devices
- Integrated Jamf Pro with other IT infrastructure tools and services to streamline device management and reporting
- White Glove Support: Delivered personalized, high-priority IT support to the CEO and other executives, ensuring seamless operation and minimal downtime
- Microsoft 365 Administration: Managed user accounts, licenses, and permissions; facilitated email migrations and SharePoint administration
- Adobe Administration: Oversaw Adobe Creative Cloud deployment, licensing, and troubleshooting
- Fresh Service Administration: Administered FreshService ITSM tool, including ticketing system configuration, workflow automation, and reporting
- Active Directory Administration: Managed user accounts, group policies, and permissions within Active Directory
- Slack Administration: Configured and maintained Slack workspaces, user management, and integrations with other IT tools
- Onboarding and Computer Setup: Managed onboarding processes, including computer setup for all new hires and users requiring computer upgrades, ensuring a smooth transition and very minimal downtime
- Setting up Forticlient for users to access VPN while out of the office
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
Onboarding Technician
Lakeshore Learning
11.2023 - 02.2024
- Solely responsible for setting up Windows Surface laptops for company new hires
- Working directly with Sales teams providing white glove service and support
- Running scripts to create new hire accounts in AD
- Setting up iPhones and Macs thru Jamf
- Updating and creating projects through Jira
- Setting up cellular accounts through Verizon for executives
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
Field Technician
Taylor Morrison Construction
02.2023 - 10.2023
- Setting up sales and construction trailers with internet and networking equipment throughout the region
- Onboarding new hires assigning computers, iPhones, and iPads
- Troubleshooting and providing support for users asking for support through our ticketing system
- Installing and setting up Star link satellites in areas with no ISP
- Setting up and using Fortinet firewalls in sales and construction offices, uploading configurations that applied to our network security
- Responded quickly to emergency maintenance requests for timely on-call support.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
Information Systems and Technology Support
Apple Inc
02.2020 - 12.2022
- Provide white glove service for over 40 executives while maintaining 90%+ CSAT ratings through my tenure
- Onboarded hundreds of new Apple hires all across west coast campuses, included installation of MDM software on each end user device and proper security configuration
- Led A/V maintenance and quality control for internal WebEx meetings
- Maintained Adobe Creative Cloud apps by performing updates and patching, ensuring security goals were met
- Installed, supported and maintained over 500 Mac desktop and laptop systems via JAMF
Information Systems and Technology Support
PeerStreet
02.2017 - 02.2020
- Installed, supported and maintained over 200 Mac desktop and laptop systems via JAMF
- Managed and supported Google G-Suite environment, software distribution to agency systems, software license monitoring and routine systems maintenance
- Provided assistance to System Administrators with user management and server administration, as well as managing IT training initiatives
- Managed and support Active Directory 'Azure' environment
- Provided training sessions for associates through training program, maintaining agency tech training website which hosted multiple videos and help documents
End User Support
Maker Studio (Disney Media & Entertainment)
03.2016 - 02.2017
- Assisting with maintaining A/V for video streaming entailing the utilization and setup of cameras, microphones, lighting, and video projection
- Supported all Post Production teams assisting with Adobe Creative Cloud apps and Red Giant issues
- Maintained deployment packages to implement, patch and update software via JAMF
- Responsible for troubleshooting hardware, software, and network issues
- Served as lead admin for Active Directory and Google Apps, deactivating dormant accounts resulting in cost savings for the organization
- Admin for Office365 part of project where we migrated from Gmail to Office365
Genius/Tier 2 Tech Support Advisor
Apple Inc
09.2012 - 03.2016
- Provided technical expertise and customer support by servicing MacBooks, iMacs, iPods, iPads, and iPhones for over 500 customers per day at the ‘Genius Bar’
- Focused on using extensive knowledge of Apple products, services, and support articles to complete my job efficiently while providing an exemplary level of customer service
- In the Genius position, I am responsible for troubleshooting and repairing all Apple devices
- I provide creative and innovative solutions to complex user based computer software and hardware issues
- At times, when solutions were not blatant, I provided out-of-the-box resolutions for my customers
Education
Associate Degree -
Network Engineering
06.2003
Skills
- JAMF
- G-Suite
- Office365 admin
- Active Directory
- DNS
- DHCP
- TCP/IP
- IP Routing Configuration
- JIRA
- Technical Support
- ServiceNow
- IT Support
- Attention to Detail
- Works Well Under Pressure
Hobbies and Interests
- IT Home Lab
- Chess
- Graphic Design
Certification
- Apple Hardware, Apple Inc - 2015
- Apple Software, Apple inc - 2015
Timeline
Senior MAC/PC Helpdesk Technician
Munchkin
02.2024 - Current
Onboarding Technician
Lakeshore Learning
11.2023 - 02.2024
Field Technician
Taylor Morrison Construction
02.2023 - 10.2023
Information Systems and Technology Support
Apple Inc
02.2020 - 12.2022
Information Systems and Technology Support
PeerStreet
02.2017 - 02.2020
End User Support
Maker Studio (Disney Media & Entertainment)
03.2016 - 02.2017
Genius/Tier 2 Tech Support Advisor
Apple Inc
09.2012 - 03.2016
Associate Degree -
Network Engineering
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