Juan Betancourt
Palo Alto,CA
Summary
Dynamic IT professional with a proven track record at Rivian Automotive, adept in Windows, Linux, and Mac OS support, alongside expertise in Endpoint Management including JAMF and SCCM. Excelled in enhancing system efficiencies and user collaboration, leveraging strong problem-solving skills and a commitment to excellence. Demonstrated ability to lead successful projects and improve operational outcomes.
Overview
25
25
years of professional experience
Work History
IT Desktop Administrator
Rivian Automotive
Palo Alto, CA
02.2020 - Current
- Configure Macs and Dells for New hires, remote users and Swaps
- Active Directory Administration, account creation and deactivation and maintenance
- Enroll Mac product onto JAMF and Encrypt Macs
- Supported technical Manufacturing teams with installations, configurations, and verifying network connectivity, including DNS, DHCP, and LDAP
- Support users and Service Desk with issues related to connectivity and usability
Client Engineer
Apple
Sunnyvale, CA
10.2017 - 01.2020
- On Premise Cloud support for customers data, using inSync app for activations, backup and restores worldwide
- Group policy management, drivers and patches, automated software deployment support
- Maintaining the health of the MDM system, support invest and maintenance activities for MDM platform
- Collaborate with IT to define solution approach, clear scope and outcomes, validation and roll-out strategy
- Corporate provisioning for MS Office site license activations and troubleshooting
- Security compliance encryption, remote device management and reporting visibility
Field Service Engineer
NASA
Mountain View, CA
08.2016 - 10.2017
- Configured, deployed, troubleshoot laptops, desktops, VMware, phones, cell phones, printers and other end user devices
- Answered end user requests received via walk up, phone, emails, IM/SR ticketing system for on-site and offsite users
- Configure, install and resolve problems with all Windows 7/10 and Mac Catalina operating systems
- Install application software, drivers, format hard disks, image machines, perform clean installs, and support file-sharing issues
Deployment Engineer
SLAC
Menlo Park, CA
07.2015 - 08.2016
- Anti-malware and anti-spam filtering for protection of mailboxes
- Imaging in a Mac/Windows environment and migrations on rugged devices
- Installed and troubleshooting of CrashPlan PROe and Symantec Endpoint Protection
- Upgraded to Windows 7 using PXE boot with USB or server utilizing ghost imaging software and Apps installs
- Configure, Install, maintain, operate, upgrade and troubleshoot analyze computer systems hardware and software
IT Support Technician
Dell
Sunnyvale, CA
02.2014 - 07.2015
- Disaster Recovery, backups, restores, hardware and software upgrades
- Active Directory creation of user profiles such as, enable/disable, password resets, generation and management
- Provision of new laptops, desktops and mobile devices and set up workstations for local new hires
- Configuration of Skype, Microsoft Outlook 2013 and office 365
- Install, diagnose, repair, maintain and upgrade desktop hardware/software equipment, USB, mobile devices and VPN
Desktop Support Analyst
Boston Scientific
San Jose, CA
02.2012 - 02.2014
- First level support answering phones, emails, and using ticketing system
- Mac OS Configuration, data transfers, VPN RSA token
- Provided onsite and remote support to users with their Lenovo and HP desktops/laptops
- Deployed laptops, desktops, mobile devices, tables and upgraded hardware, reconfiguration and assembly
- Develop and maintain inventory of all computer components and equipment
- Tracked all support and change requests and Incidents through the Remedy application
- Supported users in the call center and helpdesk environment with logins, passwords, and apps
- Followed standard helpdesk procedures to address or redirect problems to appropriate resources within the SLA
Technical Support Specialist
ASRC Federal
Mountain View, CA
01.2008 - 02.2012
- Log all Help Desk interactions escalating situations requiring urgent attention to IT Management
- Setup and maintain mailboxes, Symantec anti-virus software upgrades, hardware, and peripherals
- Understanding of Call Tracking systems and ability to log/update/close tickets, prioritize issues
- Documentation resolutions within help desk knowledge base
IT Support Technician
ITT Corporation
Mountain View, CA
10.2004 - 01.2008
- Space surveillance radars to provide vital information to maintain Space superiority
Communications Specialist
Lockheed Martin
Sunnyvale, CA
03.2000 - 10.2004
- IT Support for Department of Defense, Air Force Space Command, NASA, DoD and Commercial launches through Command and Control
- Configured recorders, Secure Voice, and patch panel for NASA Space lift operations for ground, air and threat warning
Education
Associate in Applied Sciences Degree - Electronics Technology
Heald College
Milpitas, CA01.1997
Skills
- Windows Support
- Linux Support
- Mac OS Support
- Endpoint Management
- SCCM
- Intune
- JAMF
- Endpoint Configuration Manager
- Active Directory
- Entra/Azure
- Microsoft Cybersecurity products
- Collaboration systems
- Google Workspace
- Slack
- Atlassian
- Cloud Services
- Microsoft Azure
- AWS
- Google Cloud
- Office 365
- Exchange Online
- SharePoint
- OneDrive
- MS Office Suite
- SAML
- Single Sign On Technologies
- Microsoft Authenticator
- Mac Certified Integration Basics 1011
Timeline
IT Desktop Administrator
Rivian Automotive
02.2020 - Current
Client Engineer
Apple
10.2017 - 01.2020
Field Service Engineer
NASA
08.2016 - 10.2017
Deployment Engineer
SLAC
07.2015 - 08.2016
IT Support Technician
Dell
02.2014 - 07.2015
Desktop Support Analyst
Boston Scientific
02.2012 - 02.2014
Technical Support Specialist
ASRC Federal
01.2008 - 02.2012
IT Support Technician
ITT Corporation
10.2004 - 01.2008
Communications Specialist
Lockheed Martin
03.2000 - 10.2004
Associate in Applied Sciences Degree - Electronics Technology
Heald College