JONATHAN HENDERSON
Yuba City,CA
Summary
Experienced IT Support Specialist with over 5 years in managing hardware, software, and connectivity issues in fast-paced enterprise settings. Skilled in Microsoft 365, Windows, ChromeOS, and macOS administration, specializing in Okta identity management and endpoint configuration through Intune and JAMF. Focused on IT asset lifecycle management, large-scale rollouts, and technical training for diverse user groups.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Computer Training and Support Specialist
Elk Grove Unified School District
08.2023 - Current
- Provided end-to-end technical support, hardware maintenance, and diagnostics for district personnel across cross-platform environments, enhancing user experience and system reliability.
- Deliver end-to-end technical support, hardware maintenance, and diagnostics for district personnel across cross-platform environments running Microsoft Windows, ChromeOS, and macOS.
- Install, configure, deploy, and repair desktop PCs, laptops, and peripheral computing devices while maintaining asset tracking standards for 500+ endpoints.
- Collaborated on district-wide technology initiatives, executing large-scale hardware rollouts and operating system upgrades, facilitating seamless application deployments with minimal downtime.
- Administer core technology solutions and cloud services, configuring Microsoft 365 applications and managing access controls via Okta.
- Standardize troubleshooting workflows and document technical configurations in a centralized knowledge base to accelerate ticket resolution across the district.
IT Technician
Sky River Casino
07.2022 - 07.2023
- Configured and deployed Windows and macOS workstations using Jamf and Intune to ensure standard operating environments.
- Utilized Kaseya to monitor network health and remotely troubleshoot endpoint performance issues for 200+ users.
- Provided hands-on support for Slack, Zoom, and Zscaler, enhancing end-user connectivity and productivity.
- Executed incident response protocols, documenting resolutions to ensure 99% uptime of core business hardware.
Network Technician / Field Service Technician
Paradigm Business Solutions
12.2021 - 06.2022
- Managed user accounts and directory permissions within Microsoft 365, enforcing security policies to safeguard organizational data integrity.
- Performed system imaging, patch management, and automated backups to ensure rapid disaster recovery.
- Standardized onboarding process by configuring hardware and granting software permissions through secure VPN access, enhancing new employee setup efficiency.
- Prioritized and resolved critical network and connectivity faults, significantly reducing downtime across enterprise architectures.
IT Help Desk Technician
Hard Rock Casino at Fire Mountain
06.2021 - 12.2021
- Configured Cisco network infrastructure, VPN gateways, and firewalls, enhancing security for remote and onsite connectivity.
- Utilized remote support tools to provide rapid resolution to end-user technical inquiries, ensuring high customer satisfaction.
- Configured Cisco network infrastructure, VPN gateways, and firewalls to secure remote and onsite connectivity.
- Monitored network security systems, implementing best practices for data protection and ensuring timely incident reporting.
Education
AV Associate - Audio Visual Technology
EXTRON
01-2024
B.S. - Kinesiology, Physical Education
California State University
CA01-2020
High School Diploma - undefined
River Valley High School
CA01-2011
Skills
- Technical Support & Operations: Technical Training & Enablement, Remote Support, Hardware Installation, System Deployments & Upgrades, Asset Management, Technical Documentation
- Operating Systems & Productivity: Windows, macOS, ChromeOS, Microsoft 365, Slack, Zoom
- Customer support
- Remote support
- Support services
- Customer relationship management
- Incident management
- Network & Security: VPN, Zscaler, Cisco Infrastructure, Network Troubleshooting, Cyber Security
- Technical Support & Operations: Technical training, Asset Management, Hardware Installation, System upgrades, Remote Support, Technical writing
Certification
Gaming License — Wilton Rancheria, AV Associate — Extron
Timeline
Computer Training and Support Specialist
Elk Grove Unified School District
08.2023 - Current
IT Technician
Sky River Casino
07.2022 - 07.2023
Network Technician / Field Service Technician
Paradigm Business Solutions
12.2021 - 06.2022
IT Help Desk Technician
Hard Rock Casino at Fire Mountain
06.2021 - 12.2021
High School Diploma - undefined
River Valley High School
AV Associate - Audio Visual Technology
EXTRON
B.S. - Kinesiology, Physical Education
California State University