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 ExperienceJamf Certified Tech(Jamf 200)Apple Certified Support ProfessionalTechnical aptitudeComputer RepairTechnical SupportHandling difficult situations with easeMobile Device setupCitrix MDM Software ExperienceSoftware installationHardware InstallationExcellent communication skillsJira/Confluence ExperienceExperience using Google (G-Suite), Okta, and SSOPhone RepairSoftware deploymentManagement ExperienceMacOS and Windows ExpertAndroid and IOS ExpertProficient Active Directory and Azure AD management
Support Ticket System Management
Technical Support Triage
Remote System Analysis
Network Infrastructure Monitoring
Technical Documentation
Analytical and Critical Thinking
Mobile Devices
Enterprise Technology
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,