Overview
Work History
Education
Skills
Summary
GitHub Portfolio
Timeline
SoftwareEngineer
Jonah Longacre

Jonah Longacre

Technical Support Specialist I
Saco,ME

Overview

5
5
years of professional experience
8
8

Years of troubleshooting experience

Work History

Technical Support Specialist

UNE ITS
Biddeford, ME
07.2022 - Current
  • Joined a new team to expand knowledge of IT ecosystem, including professional work with Windows/Linux systems
  • Identified improvement opportunity for making case management and responses more efficient
  • Learned AutoHotkey scripting with no prior experience to develop a script that will cut down on time needed to respond to cases
  • Identified improvement opportunities for macOS automation ecosystem
  • Gathered and verified all present printer information on the Biddeford campus
  • Created entries to host all Biddeford campus printers on JAMF/Self Service, now technicians can one-click install printers on macOS
  • Learned bash scripting language with no prior experience and created several tools to make macOS management and deployment more efficient
  • Expanded bash scripting knowledge out to AppleScript, an Apple-only scripting language to create further automation tools for macOS.

Genius

Apple Inc, Apple Maine Mall
South Portland, ME
2021.09 - 2022.07
  • Elevated to Genius from Technical Expert only 6 months after working in a brand-new store
  • Ability to effectively engage in high level, self-directed time management and prioritization of workload
  • Develops product knowledge and research required information using all available tools and resources.

Technical Expert

Apple Inc, Apple Maine Mall
South Portland, ME
02.2021 - 09.2021
  • Joined a new team and started a new role from a work-from-home experience, adapted and grew in a new environment
  • Became acclimated and comfortable with being a mentor and resource to a brand-new team
  • Anticipated, adjusted, and communicated for problems and roadblocks
  • Supported customers in a timely manner and balanced priorities to achieve individual and team productivity goals.

AppleCare Support, Support Advisor

Apple Inc
Auburn, ME
2020.09 - 2021.02
  • Joined new team and a new role, transitioned successfully and led the team of ~250 with top 5 metrics.

Technical Specialist

Apple Inc, Apple Rockingham Park
Salem, NH
10.2018 - 09.2020

In-Store Lead Experience

Apple Inc, Apple Rockingham Park
Salem, NH
05.2019 - 11.2019

Education

High School Diploma -

Amesbury High School
Amesbury, MA
09.2013 - 05.2017

Skills

  • 8-years experience building, repairing, and troubleshooting Windows and Linux PCs and servers
  • Lifetime Apple Certified iOS and Mac Technician
  • Proven success in environment where time management is critical
  • Independent self-starter, critical thinker, and problem solver
  • Excellent written and verbal communication skills
  • Over 6 years experience with entire Adobe Creative Cloud suite

Summary

  • Astute technician with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.

GitHub Portfolio

https://github.com/jlongacre/portfolio

Timeline

Technical Support Specialist

UNE ITS
07.2022 - Current

Genius

Apple Inc, Apple Maine Mall
2021.09 - 2022.07

Technical Expert

Apple Inc, Apple Maine Mall
02.2021 - 09.2021

AppleCare Support, Support Advisor

Apple Inc
2020.09 - 2021.02

In-Store Lead Experience

Apple Inc, Apple Rockingham Park
05.2019 - 11.2019

Technical Specialist

Apple Inc, Apple Rockingham Park
10.2018 - 09.2020

High School Diploma -

Amesbury High School
09.2013 - 05.2017

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Jonah LongacreTechnical Support Specialist I