Kenny Palacios
Rockville,MD
Summary
Experienced Apple Systems Admin/Technical Support Advisor with 8 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
10
10
years of professional experience
1
1
Certification
Work History
Apple Systems Administrator
Ntiva (ForgetComputers)
Mclean, Virginia (Remote)
08.2024 - Current
- Supporting the continuous expansion, improvement, and maintenance of MDM services
supporting over 6,500 devices across 300 organizations - Established comprehensive standards and protocols for a newly formed department
focused on streamlining the onboarding process for companies adopting Apple technology management solutions - Acted as a Subject Matter Expert (SME) for multiple departments, providing guidance
on decision-making related to Apple technology for internal adoption and client
initiatives. - Assisting in feature development and continual enhancements with our Product
Manager for Vision-Bot in collaboration with our developer - Coordinating Addigy migrations for new clients from competing MDMs including JAMF,
Intune, Apple Business Essentials, Mosyle, Kandji, and Meraki. - Initializing documentation and refining the process for the onboarding of Apple support clients
- Writing collection scripts, policy hierarchies, and procedures to Addigy.
- Setting up Macs (and Windows Devices), iOS devices and firewalls
- Spinning up onboarding and offboarding documentation
- Leading Client/Account Manager meetings to answer any and every question to build technical confidence with our 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
- Adhered to established client protocols when collaborating with teammates, peers, clients, the
engineering department and management. - Triaged client requests before addressing technical or training needs.
- Managed onboarding and offboarding of employees.
- Worked with users to determine areas of technology in need of improved usability.
- Researched and recommended new technologies and strategies for improving system performance.
- Developed and documented network policies, procedures and standards.
- Constructed zero - touch deployment policy using Apple DEP with macOS 10.13 High Sierra.
- Performed data entry and completed proper paperwork.
- Completed physical inventory counts each month. (Client specific)
- Worked effectively with shippers to resolve shipment issues, damaged materials and shortages.
- Supported reporting, accounting and recordkeeping staff with accurate updates regarding device auditing information.
Service Desk Tech Tier 2 (Onboardings/Offboading)
Ntiva
Mclean, Virginia (Remote)
03.2022 - 07.2024
- Created user accounts and assigned permissions as assigned to specified clients supporting Microsoft and Google Workspace
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software
- Installed, configured and maintained computer systems and network connections.
- Helped streamline repair processes and update procedures for support action consistency.
- Patched software and installed new versions to eliminate security problems and protect data.
Apple Support Specialist
Ntiva
Mclean, Virginia (Remote)
04.2021 - 02.2022
- Served as an Apple technical escalation point.
- Lead and implemented projects from start to finish.
- Mentor field and service desk engineers.
- Provided timely, accurate, and friendly support and solutions to our clients by solving requests submitted to our support desk.
- Performed scheduled remote appointments to resolve issues or configure changes to the customer's managed technology.
- Provided recommendations, advice, and guidance for our customers' technology needs, purchases, and services.
- Audit, maintain and update our shared knowledge base and documentation.
- Rely on experience and judgment to plan and accomplish goals.
- Client Service/People Oriented; Communication Superstar; Perseverance
- High Adaptability and Attention to Detail
- Ability to review, refine and create SOPs
- Mac User creation/departures; macOS Software deployments
- Ability to identify imminent failures and escalate as needed
- Ability to identify misconfigured services or applications and escalate as needed
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Senior Expert Advisor
Apple, Inc. (Corporate)
03.2016 - 04.2021
- 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
- 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
- Device provisioning
- User provisioning
Proficiencies
MDM Platform Administration
- Addigy
- JAMF
- Iru (Formerly Kandji)
User Management/SaaS
- Microsoft 365
- Google Workspace
Zsh/Bash scripting
- Deployment (Apps, macOS upgrades, printers, EDR, endpoint backup)
- Custom solutions (settings, user account management, user-interactive tools)
- Fact/EA Creation
Apple Ecosystem
- Apple Business Manager
- Automated Device Enrollment
- Apple eCommerce
- GSX2
Documentation & Communication
- SOP creation, departmental training
- Public knowledge base author
Provisioning
- Onboarding/Offboarding user expertise
- Device setup expertise (Windows/Macs)
Certification
- Apple Certified IT Professional
Timeline
Apple Systems Administrator
Ntiva (ForgetComputers)
08.2024 - Current
Service Desk Tech Tier 2 (Onboardings/Offboading)
Ntiva
03.2022 - 07.2024
Apple Support Specialist
Ntiva
04.2021 - 02.2022
Senior Expert Advisor
Apple, Inc. (Corporate)
03.2016 - 04.2021
BA - Computer Science -
Arizona State University