Summary
Overview
Work History
Education
Skills
Proficiencies
Certification
Timeline
Generic

Kenny Palacios

Rockville,MD

Summary

Experienced Apple Systems Admin/Technical Support Advisor with 6 years of expertise in managing and optimizing Windows and Apple based infrastructures. Skilled in ensuring smooth system operations, streamlining processes, and enhancing overall efficiency. Strong in system administration, troubleshooting, and delivering reliable and secure IT solutions. Effective communicator and collaborator, adept at working with cross-functional teams and providing exceptional technical support to end-users and clients. Proven track record in solutions-oriented business application problem-solving, dedicated to delivering best-in-class service and leadership.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Apple Support Technician/Client Transitions Technician

Ntiva (ForgetComputers)
04.2021 - Current
  • Writing collection scripts, policy hierarchies, and procedures to Addigy.
  • Setting up Macs/Windows Devices
  • Spinning up onboarding documentation
  • Leading Client/Account Manager meetings to answer any and every question to build technical confidence with our clients
  • Assisting in Addigy migrations for many clients leveraging multiple platforms, along with employee training and communications
  • Initializing documentation and refining the process for the onboarding of Apple support clients
  • Teaching/Training Service Request team the inside of Mac and Addigy encryption (FileVault and SecureToken)
  • Prepared concise and detailed documentation of technical issues.
  • Implemented Lean principles to optimize repair room workflow.
  • Extensively trained new and existing employees.
  • Facilitated early setup analysis on new clients and escalated to the appropriate onboarding engineers.
  • Managed customer flow and responded to technical support needs of customers.
  • Hardware and software troubleshooting.
  • Computer and iPhone hardware repair.
  • Restored customer confidence in Apple products.
  • Allowing myself to be a good resource across multiple departments.
  • Creation of dozens of support documents detailing Apple technology, client needs, workflows, and technologies

Flawless Recruit - Technology Consultant

Flawless Recruit
02.2022 - 11.2022
  • Created business requirements and technical and quality assurance specifications. Established and educated others on controls and protocols for projects.
  • Increased internal employee satisfaction by creating solutions for product enhancement.
  • Increased self productivity by 40% and monitored procedures and documentation for further productivity.
  • Implementing integration IT projects and meeting aggressive budget constraints.
  • Managed all documentation and drafted weekly project communication reports, which were presented at meetings.
  • Created and lead micro teams across multiple departments to ensure forecasted objectives were met and overall desired outcomes achieved.
  • Spoke daily with employees ensuring that protocols were followed.

Desktop Support Specialist

NIH
01.2020 - 03.2021
  • Use ServiceNow to manage and document support resolutions. - Active Directory to manage administrative accounts (AD objects) and user permissions
  • Managed user security group policies - Diagnosed, troubleshoot and resolved a wide range of software, hardware and network issues
  • Installed, configured and modified hardware and software to ensure optimal performance
  • Monitored, logged and tracked all phases of help desk support
  • Aided in CITRIX support for users
  • Screenshared with users through many apps (Bombgar, Teams, Teamviewer)
  • Answered incoming calls, determined user needs and provided appropriate solutions - Maintained detailed inventory reports: issue and retrieved laptops/computers/monitors when ready to be returned to stock.
  • Prepped devices for deployments and deployed when ready.
  • Set up new employee equipment and trained end users on enterprise applications.
  • JAMF

Senior Expert Advisor

Apple, Inc. (Corporate)
03.2016 - 03.2020
  • Responded to consultations and transfers from Tier 1 Advisors, Customer Relations, Executive Relations, Public Relations, Telesales, Onsite Dispatch Repairs, Apple Store Geniuses, and Safety Related Calls
  • Became final point of contact across all departments with following up and creating cases to make sure issue was properly resolved without re-escalation
  • Provided Technical Support across all lines of Apple products for both hardware and software including Mac, iPhone, Apple Wireless Multimedia including obsolete products (7+ years old) and vintage products (+5 years) Software ranged from iOS 8 - current iOS 13 including iOS beta 14 and MacOS Snow Leopard 10.6 as well as MacOS Catalina including MacOS Big Sur beta.
  • Expert in support tools which included Safeview, Bombar, Remote Desktop Management, iCST for remote access as well as ticket tools which were iLog, Core, blueprint, WFO
  • Properly diagnosing issues at hand using built-in diagnostics tool or self diagnosis to troubleshoot and repair software issues and hardware issues via email, chat, and telephone
  • Supported all MacOS base applications (Mail, iCloud keychain, iTunes, Pages, Safari, Filevault, Keynote, GarageBand,)
  • Mail troubleshooting included adding/removing accounts (365 and exchange accounts included), port/server access through iMAP/POP
  • Properly erasing hard drives and reformatting for reinstallation of MacOS over the air
  • Data migration assistance with Time-Machine backups
  • Using alternative methods of regaining access to user administrative accounts when locked out using MacOS recovery or if FileVault enabled, using single line commands via terminal access
  • Determining if hardware issues require replacement
  • Jamf for Mobile Device Management for business usage
  • Assisted in Business and Education department for assistance in Jamf MDM deployment in iOS and Jamf Pro for MacOS and backing up database and restoring database backups for business needs

Education

BA - Computer Science -

Arizona State University
05.2019

Skills

  • Performance Analysis
  • Threat Assessment
  • Program installations
  • System Upgrades
  • MDM platform management
  • Addigy
  • JAMF
  • Kandji
  • MDM Managed Settings Profile deployment
  • Documentation
  • Internal training Client communications
  • Customer/client education and communication
  • Bash scripting
  • Maintenance Data collection Installers/Uninstallers
  • Printer deployment
  • Zero-touch Apple device deployment
  • Apple Business Manager Automated Device Enrollment Apps & Books distribution
  • Security
  • Endpoint-level Cloud-managed

Proficiencies

  • Addigy
  • Kandji
  • Apple Business Manager
  • Office365
  • GSuite
  • RackSpace
  • Druva
  • MalwareBytes/SentinalOne
  • OneLogin
  • JumpCloud
  • ZenDesk
  • box.com
  • Dropbox
  • Teamwork
  • ITGlue
  • Trello
  • Adobe Creative Cloud
  • GSX
  • RingCentral

Certification

  • Apple Certified Mac Technician (ACMT+)
  • Apple Certified iOS Technician
  • Apple Certified Support Professional

Timeline

Flawless Recruit - Technology Consultant

Flawless Recruit
02.2022 - 11.2022

Apple Support Technician/Client Transitions Technician

Ntiva (ForgetComputers)
04.2021 - Current

Desktop Support Specialist

NIH
01.2020 - 03.2021

Senior Expert Advisor

Apple, Inc. (Corporate)
03.2016 - 03.2020

BA - Computer Science -

Arizona State University

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Kenny Palacios