JOHN TAYLOR
Mac/MDM Administrator
Cordova,TN
Summary
I am an enthusiastic IT professional, with complex technical knowledge and strong Apple Device Management skills. Apple(ACSP) and Jamf 200 Certified. SaaS admin experience. Current Admin of the Following MDM Systems: Addigy, Jamf/Jamf Connect, Intune/Microsoft Endpoint Manager, Kandji, JumpCloud, and Workspace ONE. Cloud Extensive experience in supporting C-Suites/Executives; while handling a wide range of technical issues. Vast knowledge of hardware, software, networking, and mobile technology. I am always looking to broaden my knowledge of all things technology.
Overview
12
12
years of professional experience
3
3
Certificates
Work History
Mac Administrator
Community IT Innovators
Washington, DC
02.2023 - Current
- Create, maintain, and troubleshoot computer and/or mobile device policies, profiles, and groups using multiple MDMs such as Addigy, Jamf/Jamf Connect,Intune/Microsoft Endpoint Manager, and Workspace ONE.
- Packaging and Deployment of Apple, Third-party, and Internal software for multiple clients.
- Utilize Bash scripting to automate manual processes.
- Reporting, Configuring Policies, and Onboarding processes for over 70 Non-Profit Clients with anywhere from 10 - 200 devices each.
- Creates and maintains standards and procedural documents.
- Works independently and exercises reasonable judgment with little supervision while providing clear documentation of activities and accomplishments.
- Provide ongoing operational support of business and BYOD mobile devices and mobile applications.
- Prepare instructions and coordinate with employees to activate, enroll, and otherwise set up mobile devices for utilization within an automated environment.
- Providing user management including troubleshooting user login, profile, and permission issues.
- Assisting with planning, prioritization, execution, and documentation of client-approved change requests.
- Review applications and provide configuration recommendations for the identified mobile platform
- Evaluate, recommend, and support configuration changes, enhancements, and modifications to the mobile environment.
- Maintaining standards, standard operating procedures (SOPs) and documentation on an ongoing basis.
Support Specialist II
Williams-Sonoma (Photon Infotech/Contract)
Memphis, TN
11.2022 - 12.2022
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Resolved Endpoint and User's concerns with little oversight.
- Configured hardware, devices and software to set up work stations for employees.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Monitored systems in operation and quickly troubleshot errors.
- Collected, aggregated, verified and monitored trend data.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Administered quality customer service to in-house staff and satisfied concerns.
IT Field Support Technician
Next Level Business Services, Inc.(Contract)
Memphis, TN
10.2022 - 10.2022
- Efficiently troubleshot and repaired Windows 10/11,iGel(Thin-Clients),phones, printer equipment to cut company costs and maximize productivity.
- Did an entire company location move with a team and it included doing new Desk setups(Monitor arms, Phone, Docking stations, etc...
- Demonstrated increased knowledge of company products and equipment.
- Windows 10/11 imaging, setups, and new user setups.
- Troubleshoot all end users devices ranging from pcs, phones(Android and iOS), printers, etc...
- Understanding of Sylvamo’s end to end supply chain processes.
- Understand and follow policies, procedures, and best practices established for managing supply chain
processes.
Application Developer/macOS Engineer
ATOS IT Services And Solutions(Contract)
Remote, TN
06.2022 - 08.2022
- Perform installation of Macintosh packages I created using policies in Jamf Cloud
- Jamf Cloud administrator, create and manage policies, packages, scripts, MDM profiles and extended attributes.
- Manage Macintosh computer systems using the Jamf Cloud suite.
- Build 20+ Macintosh application installation and update packages per month from both internal applications as well as commercial applications such as Creative Cloud, CrowdStrike, O365 , etc.
- Utilize Jamf Tools, Apple’s supplied tools, AutoPKG, Munki, bash scripts for simple to intermediate scripts and python to minimize lines of code in very complex scripts.
- Build unique application deployment packages with scripts for specific purposes, such as suppressing reboots, suppressing application shut down, suppressing pop-ups, removing old software.
- Create custom OSX upgrade packages using both bash and python scripts to perform in-place OS upgrades to Macintosh systems.
- Built flat packages and meta packages using Jamf Composer, Package Maker, command line tools, bash scripts, and python scripts.
Level II Service Desk Technician
Electric.ai
New York, NY
01.2021 - 07.2022
- Remotely troubleshoot issues relating to computer hardware and software (typically MacOS, Windows 10, Google G-Suite, Dropbox, etc.)
- Act as a point of escalation for customer interactions
- Responsible for hitting an SLA time of 10 minutes to initial response for each case handled
- Provide quality customer support through thoughtful interactions with clients
- Troubleshoot hardware, SaaS apps, & accurately determine fixes
- Perform post-resolution follow-ups to help requests
- Research issues to resolve novel technical problems
- Implement and maintain operational documentation and procedures
- Complete technical and special projects as assigned
- Work as a team player by coordinating with cross-functional teams to resolve customer issues
- Collaborate with Product and Engineering to test new features and provide feedback
- Document work via a proprietary ticketing system
- Manage multiple companies Kaseya and Jamf Instances.
System Administrator/Apple Engineer II/Executive Engineer
Frontdoor, Inc
Memphis, TN
08.2017 - 01.2021
- Provide hands-on hardware and software support for Microsoft Windows 7 / 10, Office, Apple devices (macOS, iOS, and tvOS) Android end-user devices
- Assist Executives with general IT system troubleshooting and support
- Sole Jamf (Jamf 200 Certified) and Mac (ACSP Certified) Admin - Basic Scripting, creating self-service scripts, and tasks for end-users
- Perform installation of Macintosh packages I created using policies in both Jamf Cloud and Intune.
- Build 50+ Macintosh applications installation and update packages monthly from both internal applications as well as commercial applications such as Creative Cloud, CrowdStrike, O365 , etc. Using Jamf Tools, Apple’s supplied tools, AutoPKG, Munki, XML, bash scripts for simple to intermediate scripts and python to minimize lines of code in very complex scripts.
- Assist end-users in-person and remotely with various hardware and software issues
- Respond to support requests via phone, email and/or other approved electronic media
- Deliver high level of professional service and support
- Take initiative to introduce technology to help business processes and improve productivity
- Participate in regular training in latest technologies
- Protect and maintain the privacy of employee personnel records including, but not limited to, personal compensation information about employees
- Perform other duties and projects as assigned
- Weekly patching, administration of software before testing, troubleshooting all Mac issues
- Packaging and deploying software, policies, and configuration profiles
- Experience with Apple Business and DEP
- Custom Mobile app-creation, Enrollment Customization
- FileVault/Firewall Configuration
- Keychain Management, AD binding
- Apps and Books (Formerly VPP) deployment
- Intune Admin for Mobile Devices and Mac Devices, Device Enrollment, Policy enforcement, Global Admin to work with mailboxes, and MFA
- Printer Admin for Konica, HP, and multiple other brands, and Papercut cloud software Admin
- Troubleshooting devices based on error codes and server management
- Primary A/V Admin including Enplug, Zoom, and Digital Displays
- Windows 10 troubleshooting, Active Directory, O365 Admin, Office Suite Expert
- GSuite Administration
- Jira/Atlassian Ticketing Experience
- Experience with ticketing systems such as Remedy.
IT Technical Specialists II
TEKsystems (ServiceMaster)
Memphis, TN
05.2017 - 08.2017
- Train internal employees on their business devices
- Use Citrix Xenmobile (MDM) to manage all mobile devices
- Provide exceptional service in person, via phone, and email as appropriate
- Resolve help desk issues including troubleshooting hardware and software issues
- Perform user administrative duties
- Completing special projects as needed
- Staying up to date with the latest technology with a focus on IOS devices.
Store Manager
Mattress Firm
Memphis, TN
12.2015 - 05.2017
- Manage day to day operations to ensure my store/business
- Take care of all store finances
- Hire all employees for my store location
- Train all employees for ever-changing tasks and procedures.
Tier 1 Support/Mentor
Xerox
Memphis, TN
05.2015 - 12.2015
- Troubleshoot all IOS products and services of Apple
- Assist customers with all setup and technical problems
- Assist in customer complaints department
- Verify all customer information when dealing with Apple ID and services
- Train all new hires on how to prepare to take calls and also troubleshooting techniques
- Listen to new-hire calls to ensure great quality
- Provide all tools for associates to be successful
- Worked in a remote call center environment as a 1st point of contact.
Customer Support Specialists
AT&T
Memphis, TN
06.2014 - 03.2015
- Troubleshoot iPhone, Android, and Windows products
- Maintain customer’s satisfaction in a call center environment
- Manage customer account and payment information
- Assist new customers in starting wireless services with AT&T
- Troubleshoot apps within all phone operating systems
- Troubleshoot cellular data, Wi-Fi services, and network services for customers
- Assist customers with using their devices (Phones, Tablets, Computers, Home-Phones, and Routers.
Store Manager
GameXchange
Memphis, TN
10.2013 - 10.2014
- Resolve customer complaints via phone, email, mail, or social media
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Cancel or upgrade accounts
- Assist with placement of orders, refunds, or exchanges
- Manage a small team of associates to achieve high sales goals
- Higher potential new employees
- Maintain all store/associate’s needs
- Take care of all banking needs for the store and business.
Computing/Tablet Specialist Lead
Best Buy
Memphis, TN
11.2011 - 07.2013
- Recommended merchandise to customers based on their needs and preferences
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices
- Also working in the computer department, I was very closely related to mobile which includes activating and starting new services on all three of the major carriers
- Also worked with Geek Squad and did hardware repairs, software installation, and virus removal.
Education
High School Diploma -
Skills
Cloud Experienceundefined
Accomplishments
- Set up many desktop and laptop computers and configured all security and software applications
- Worked my way up quickly into managing devices in Frontdoor’s environment
- Manage multiple systems successfully at one time
- Named top salesperson of the district
- Became Store Manager within a very short amount of time through hard work and dedication
- Continue to adjust and learn about all growing technology fields
- Achieved top salesperson for three months straight at Mattress Firm
Certification
Jamf Certified Tech
Timeline
Mac Administrator - Community IT Innovators
02.2023 - Current
Addigy Academy Basics
12-2022
Support Specialist II - Williams-Sonoma (Photon Infotech/Contract)
11.2022 - 12.2022
IT Field Support Technician - Next Level Business Services, Inc.(Contract)
10.2022 - 10.2022
Application Developer/macOS Engineer - ATOS IT Services And Solutions(Contract)
06.2022 - 08.2022
Level II Service Desk Technician - Electric.ai
01.2021 - 07.2022
Jamf Certified Tech
10-2019
ACSP 10.14+
10-2019
System Administrator/Apple Engineer II/Executive Engineer - Frontdoor, Inc
08.2017 - 01.2021
IT Technical Specialists II - TEKsystems (ServiceMaster)
05.2017 - 08.2017
Store Manager - Mattress Firm
12.2015 - 05.2017
Tier 1 Support/Mentor - Xerox
05.2015 - 12.2015
Customer Support Specialists - AT&T
06.2014 - 03.2015
Store Manager - GameXchange
10.2013 - 10.2014
Computing/Tablet Specialist Lead - Best Buy
11.2011 - 07.2013
Ridgeway High school - High School Diploma,