Javier Lopez
Roselle,NJ
Summary
Dynamic IT Support Specialist with over 8 years of experience delivering exceptional technical support in Apple retail and corporate environments. Expertise in troubleshooting hardware, software, and access issues across macOS and Windows systems, with a strong ability to support hybrid workforces through seamless remote and in-person service. Experienced in IT service management, identity and access support (Okta), and SaaS administration, including Microsoft 365 and Google Workspace. Recognized for outstanding customer service, fostering clear communication with non-technical users, and maintaining a disciplined approach to issue resolution and ticket management.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Support Associate
Attentive
01.2025 - 12.2025
- Delivered first-line IT support for a hybrid workforce across macOS and Windows environments via ticketing systems, Slack, Zoom, and in-person support.
- Led an audiovisual (AV) modernization initiative to enhance conference room technology across the New York City office. Replaced legacy Mac-based systems with Neat Bar and Neat Pad solutions, resulting in improved user experience and a measurable reduction in support tickets related to conference room issues.
- Resolved hardware, software, authentication, and connectivity issues, ensuring timely ticket resolution and strong end-user satisfaction.
- Utilized AI tools such as Zapier, ChatGPT, Gemini and Jira Rovo to enhance ticket resolution processes to better meet or exceed SLA expectations measured and shared in weekly metrics reporting.
- Managed end-user devices using Jamf Pro and Microsoft Intune, including provisioning, configuration, and lifecycle management.
- Administered SaaS platforms including Microsoft 365, Google Workspace, Okta, Slack, Zoom, Jira, and Jira Confluence.
- Handled onboarding and offboarding processes including device setup, account provisioning, and access control ensuring compliance with SOC2.
- Troubleshot and resolved Okta-related issues including MFA, SSO, and user access permissions.
- Maintained accurate asset inventory and coordinated device replacements, upgrades, and recycling.
- Created and maintained internal documentation and support guides for common IT issues and onboarding processes.
IT Specialist II – Collaboration Technology
Klaviyo
10.2022 - 04.2024
- Provided end-user support for a global workforce, handling technical issues across macOS and Windows systems through FreshService ticketing platform.
- Managed ticket lifecycle from intake to resolution, ensuring clear communication and proper escalation when needed.
- Supported identity and access management issues, including SSO and MFA troubleshooting in Okta.
- Assisted with Windows and macOS device setup, enrollment, and configuration using Jamf Pro and Intune.
- Delivered AV and conferencing support for meetings, events, and executive sessions.
- Maintained documentation for recurring issues and contributed to internal knowledge base resources.
- Partnered with internal IT teams to resolve incidents and improve overall service delivery.
IT Support Specialist
Drift
01.2022 - 10.2022
- Provided day-to-day technical support for hardware, software, and SaaS applications in a fast-paced environment.
- Troubleshot Windows and macOS user issues including connectivity, access, and device-related problems.
- Managed incoming support requests and ensured timely resolution or escalation.
- Maintained hardware inventory and supported device deployment and returns.
- Delivered high-touch support to executives and leadership staff.
Genius
Apple
08.2015 - 12.2021
- Diagnosed and resolved high-volume hardware and software issues across macOS and iOS devices.
- Delivered customer-focused technical support in a fast-paced retail environment.
- Mentored junior technicians and contributed to team knowledge sharing and training.
- Utilized Apple diagnostic and configuration tools to support device repair and setup.
Education
Master’s - Information Technology
Southern New Hampshire University
01-2023
Bachelor’s - Business Administration
Bay State College
01-2017
Associate Degree - Audio Engineering
Bay State College
01-2017
Skills
- End-User Support & Troubleshooting
- Windows & macOS User Support
- Identity & Access Management (Okta, MFA, SSO)
- IT Service Management (Jira Service Management, FreshService)
- Device Lifecycle Management (Jamf Pro, Intune)
- SaaS Administration (Microsoft 365, Google Workspace, Slack, Zoom)
- Hardware Deployment, Imaging & Technical Computer Support
- User Onboarding, Training & Documentation
- Remote Support (Zoom, Slack) & In-Person Support
- MacOS, Windows (end-user support), iOS, Android
- Jamf Pro, Microsoft Intune
- Okta, Microsoft 365, Google Workspace, Slack, Zoom, 1Password
- Jira Service Management, FreshService
Certification
- Apple Certified Mac Technician
- Apple Certified iOS Technician
- Jamf Pro Certified Associate
Timeline
IT Support Associate
Attentive
01.2025 - 12.2025
IT Specialist II – Collaboration Technology
Klaviyo
10.2022 - 04.2024
IT Support Specialist
Drift
01.2022 - 10.2022
Genius
Apple
08.2015 - 12.2021
Bachelor’s - Business Administration
Bay State College
Associate Degree - Audio Engineering
Bay State College
Master’s - Information Technology
Southern New Hampshire University