Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Kevin Tucker

San Francisco,CA

Summary

COMPTIA A+/Server +/ITIL Certified/Network+ Certified IT Professional with experience in providing world-class customer service, Tier 2/3/4 support, and change management services with a superior foundation. Tech Support/Customer Service Specialist/Help Desk/Desktop Support providing support in person, on the phone, remote and desk side visits. Desktop/Service/Help desk Engineer/System Administrator with over 10+ years hands-on experience in Tier 2/3/4 level troubleshooting methodology. AR/VR support software development cycle for CI/CD across company studios. Windows 10+, Mac OSX13.2.1: Ventura, JAMF Pro, Windows Server 2022 R2 and Office 365. Experience in Administration of Google Workspace, Zendesk, Okta, Jenkins, JIRA, Confluence, Google Authenticator, G Suite, Global Protect, Creston, VMware, GCP, Sophos End Point Solution, AirWatch, Asana, Salesforce, Zendesk, Zoom, Exchange Server 2020, Tableau, G-suite products Gmail, Google Docs, Google Sheets, SurveyMonkey, Sentinel One, Microsoft Intune, Slack, Zoom, MS Teams, Office 365 administration, Active Directory, Perforce, Splunk, Workspace One, JAMF Pro, Entune, AWS, GCP, Azure, SQL and SCCM. Effective communication with technical and non-technical customers and clients as needed. VIP “White Glove” supporting the Executive Team and the Executive Assistants. AV technology support such as Crestron, LifeSize, Zoom, BiAmp, Cisco, Shure and Poly; control systems, DTP systems, matrix switchers, extenders and audio DSPs.

Overview

13
13
years of professional experience
1
1
Certification

Work History

System Administrator III

Meta (Teksystems)
Menlo Park, CA
03.2024 - Current
  • The main function of a systems administrator is to work closely with Enterprise operation's frontline device imaging group and Engineering team
  • Test, debug, escalation, and perform new program update and training to frontline group
  • Identify, troubleshoot and escalate imaging issues in a timely manner, ensuring clear and effective communication with the partner team
  • Maintain and communicate proper operation procedures to ensure team operational efficiency
  • Maintain relationships with cross-functional partners to identify gaps and opportunities for imaging
  • Up-to-date on industry trends and internal processes to maintain team operation efficiency
  • Handle escalations in support and troubleshooting Linux, Windows or Mac OS platforms
  • Daily handling prioritization on time sensitive problems and escalations within corporate environments
  • Provide guidance and make recommendations regarding setup and configuration of end-user desktop and laptop computer hardware
  • Daily service health monitoring using SQL

System Administrator (InfoSec)

Turing
Palo Alto, CA
07.2022 - 02.2024
  • Administrator of Google Workspace, Enterprise MS Authenticator, Avanti, Citrix, Google Cloud, AWS, GitHub, Atlassian JIRA Service Desk, SQL and Okta
  • First point of contact for all IT issues triage over 100 daily based on our SLA
  • Daily support of our C-Level Executives, Executive Assistants, and leadership especially around business-critical IT issues
  • Reconfigure and reinstalls operating systems, utilities, middleware, and security systems according to established policies and procedures whenever there is clear evidence that the security of a system has been compromised
  • Manage Slack channels and perform onboarding/off boarding and guidance using the workspace and setting up MFA for new employees
  • Member of the SOC II steering committee for performing audits of systems, user permissions and overall security within our organization
  • Maintain a computerized inventory of all major pieces of computer and networking equipment used by workers within the Administrator's department or division (or other area of responsibility)
  • Create & manage secure passwords using ACL and/or other system access control mechanisms, and otherwise assists users in the secure usage of systems (including handling password resets)
  • Establish and maintains access control systems so that only one individual has access to each user- ID, so that individuals who have left Turing no longer have any system privileges
  • ITIL based methods based on continuous improvement cycle for timely resolution of issues
  • Linux system deployment, administration, troubleshooting and resolving issues
  • Configure and maintain access control systems so that users can access only those machines, software, and information that are needed to perform their jobs
  • Disable user-IDs and/or privileges immediately in those events where an employee is found guilty of a major crime, has seriously violated internal policy, has been placed on administrative leave pending the results of an investigation, or has left the organization
  • Periodically revaluates the continued business need for users to have the privileges that they have been authorized to receive
  • Securely preserves all records indicating changes made to access control lists to facilitate investigations
  • Perform regular audits of permissions based on least privilege
  • Establish and maintains network directories, router tables, and other information systems collections that are used to interconnect Turing resources
  • Monitor computer and network activity including system load, response time, available disk space, and user activities to ensure that all activities are in keeping with management intentions
  • Periodically reviews access control system logs and reports to ensure that the system is working properly, and that no unauthorized activity is taking place
  • Part of the 24/7 rotation coverage for the Computer Emergency Response Team (CERT) that responds to various security incidents
  • Notifies the Information Security Department Manager of all intrusions, violations, or other suspected information security problems
  • Perform remediation based on NIST, MITRE frameworks to execute the KILL Chain methodology
  • Integrate Slack API’s and set up Workflows and build custom applications
  • Responds promptly to user requests for technical assistance in efforts to get systems to operate in a manner that supports the achievement of user-specified business goals
  • Based on SLA via IT JIRA Service Desk & IT Slack bot
  • Develop and implement and IT Service Management framework and manage the daily help desk based on our SLA’s
  • Lead cross-functional efforts to streamline processes by collaborating with the Dev Ops/Infrastructure Team CI/CD pipeline
  • Manage budget for any IT procurement based on the needs of the business and negotiate all software licensing for the organization
  • Triage IT issues using the JIRA Service Desk to resolve issues based on our SLAs for the entire organization

Senior Systems Support Engineer

Binance US
San Francisco, CA
08.2021 - 06.2022
  • Manage the overall infrastructure, analyse, and troubleshoot issues in a timely manner
  • Primary contact for all on boarding and off boarding of employees and POC for security incidents
  • Manage all the IT incidents across the Binance US organization
  • The single POC for the day-to-day IT operations and support of all 300+ employees/BPO
  • Manage and administer hardware setups, desktop applications and deploy company owned devices
  • Administer and troubleshoot network devices and some security infrastructure when necessary
  • Create technical and system documentation including IT security procedures, controls, policies, and backups
  • Manage Slack channels and perform onboarding/off boarding and guidance using the workspace and setting up MFA for new employees
  • Integrate Slack API’s and set up Workflows and build custom applications
  • Provide continuous support to internal systems' infrastructure and administering processes, servers, workstations, and network devices
  • Admin provision, configure and manage SaaS Apps via Okta
  • Integrate apps in Okta SSO integration using SCIM, SAML, SWA and OIDC
  • Administrator of these technologies: O365, Citrix, Global Protect, MS Intune, Enterprise MS Authenticator, Okta, Global Protect, VMware Workspace One, SQL, Slack, JIRA/Confluence, G suite, JAMF, Windows 10 and MacOS
  • Assets and Inventory Management (MacBooks, phones, software licenses, yubikeys)
  • Build out Infrastructure projects including Okta implementation IAM roles and groups, JAMF deployment to devices and configuration of security controls
  • Secure all assets for compliance and regulatory according to SOC 2 compliance
  • Info-sec responsibilities including Sentinel One for end point protection and deployment
  • Perform scheduled maintenance following change management around building system integrations
  • Develop training materials, system documentation, and user manuals & publish on Confluence
  • Maintain and manage Cisco, Zoom rooms and AV inventory

Support Specialist III

Meta (Rose International)
Menlo Park, CA
04.2021 - 08.2021
  • Investigate, troubleshoot, provide guidance, or respond directly to escalated support requests on any Facebook Reality Labs product via email, chat, or phone
  • De-escalate disgruntled customers through communication soft skills, active listening, attention to detail and empathy
  • Identify and raise awareness for emerging high-level issues to appropriate business teams and provide updates, request customer facing alerts and update agents until final resolution
  • Cascade messaging to contact center agents for sensitive issues from legal and communication teams in an accurate and timely manner
  • Draft and maintain agent-facing knowledge base articles for handling process, troubleshooting steps, and promotions
  • Develop and deliver training and associated knowledge base content to contact center agents
  • Collaborate and drive collaboration with business teams by investigating customer details and/or circumstances to solve or mitigate new issues
  • Outreach to customers regarding sensitive issues identified by business teams
  • Lead and contribute in support related meetings with contact center agents
  • Learn and flawlessly execute handling of sensitive (legal, payment, risk, safety) support requests
  • Assist in calibrations with contact center agents’ quality and evaluation of dissatisfaction drivers
  • Providing technical support for Windows OS hardware and drivers
  • Providing technical support for products such as VR headsets, smart devices, laptops, or desktops
  • Providing support for a platform as a service such as an app store, console store, or other form of digital content distribution

Enterprise Application Engineer

Facebook (TekSystems)
Menlo Park, CA
08.2020 - 04.2021
  • Provide technical support and administration with a focus on Tableau along with other collaboration tools including but not limited to Office 365, G Suite, Asana, Dropbox, Box, SurveyMonkey and Quip
  • Collaborate and consult with Security team around IAM policies regarding applications
  • Facilitate application testing throughout the change process including SEC/RIA Compliance
  • Rotate within our team for coverage on-call and available 24x7 follow the sun model
  • Facilitate application testing throughout the change process
  • Provide training on new and existing Tableau desktop / application features
  • Identify trends in issues, investigate best solution with providers and communicate to or escalate to the appropriate teams
  • Help migrate users out of declining services by finding alternative solutions, communicating, and helping users with the migration process
  • Monitor, maintain and look for opportunities to optimize and improve systems both for users and for admins/governance teams
  • Facilitating in SOC Compliance and GDPR regarding data governance

IT Administrator

Sony Interactive (Insight Global)
San Francisco, CA
11.2019 - 04.2020
  • Provide VIP IT support day-to-day support of all Infrastructure
  • On-board/Off-board employees conduct new hire orientation
  • Manage large all events and meetings, conference rooms and live all hands corporate events
  • Maintain AV equipment, manage sounds systems, mixers and support AV for internal/external events
  • Primary technical contact for all help desk and critical IT issues
  • Resolve, track issues, escalations, resolution in a timely manner based on our SLA
  • Troubleshoot and resolve common IT issues (password resets, computer hardware failures, access requests using Active Directory administration tools)
  • Identity and access management using Zero Trust
  • Troubleshooting, addressing, reporting, and tracking system issues
  • Educating non-technical users on system functionality
  • Conducting large-scale user training sessions around security, IT, and data governance
  • Maintaining system security managing access levels, roles, user permissions, and password hygiene
  • MDM Deployment and troubleshooting using JAMF Pro/SCCM/Active Directory
  • Support/Administer Active Directory, Exchange mail accounts, Share Point, Microsoft Systems Center Configuration Manager, virus/spam detection, data backups
  • Provide world class support manage IT assets and support engineers, artist, and SIE, SCEA development teams
  • Build and maintain corporate images using SCCM, Clonezilla, PXE and Sysprep
  • Work on projects as needed such as remediation, asset tracking, ordering supplies and inventory
  • Bring ideas for improvement forward, drive projects to completion, white glove for our executive team
  • Provision, deploy Sony Tablets, Ipads, and IOS devices using Microsoft Entune
  • Follow and implement security policies while carrying out desktop support
  • Support entire development cycle needs based on CI/CD pipeline around security of applications
  • Work with staff on-premise IT technicians, vendors, contractors and integrators to troubleshoot issues with these various integrated AV systems

IT Support Engineer II

Amazon
San Francisco, CA
04.2019 - 10.2019
  • On-board/Off-board employees including reprovision and provision user accounts and IT devices
  • Windows/Mac/Linux OS deployment and support
  • Mentor other IT support team members
  • User hardware/software/peripheral support and LAN troubleshooting and support
  • First point of contact for employee questions including troubleshooting connectivity issues and changes to system permissions
  • Provide support for business meetings, including A/V needs and conference room equipment such as Lifesize video conferencing solutions and support (Zoom/BlueJeans/Webex/GoToMeeting)
  • Hardware procurement and asset management
  • Administration of RBAC using identity access management tools like Yubikey
  • Design play books and creating and maintaining documentation KB articles in ServiceNow
  • Deep understanding of troubleshooting networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
  • Provide end user support of video conferencing and sound systems during meetings and presentations
  • MDM deployment and troubleshooting experience: JAMF Pro (Casper Suite)
  • Participated in coverage 24/7 on call responsibilities for Sev2/Sev3 issues like network outages
  • Knowledge of troubleshooting Linux and Unix
  • Install and update company software and operating systems utilizing JAMF Pro
  • Perform project management such as Asset management, SQL and MCM
  • Client, server, and network service delivery
  • Monitor, plan, and perform application and service pack installation and upgrades; maintain site licenses for department/organization
  • Configure and maintain remote office Ethernet and Wi-Fi networks, network cabling, and other related equipment such as routers, site-to-site VPN, switches, and Access Points
  • Provide preventative maintenance and server administration on (Windows & Linux) systems
  • Perform PC repair, troubleshooting, deployment, and liquidation
  • Administration support of SaaS applications (Exchange, Teams, OneDrive for business, Active Directory, Group Policy, Box.com, Office365, Okta, Skype)
  • Create KB articles and documentation as needed using ServiceNow/Confluence
  • Troubleshoot conference AV room video conferencing systems with network technology including video and audio over IP

System Administrator

Obscura Digital (Insight Global)
San Francisco, CA
06.2017 - 01.2019
  • Implement on-site data recovery, backup and re-imaging WDS to render nodes
  • Diagnose and resolve all infrastructure issues Tier 2/3/4 level issues from Wi-Fi connectivity, BSOD and break/fix
  • Integrate Slack API’s and set up Workflows and build custom applications
  • On-board/Off-board new employees, create accounts, and order hardware and software for those employees, assist in the training and orientation of new staff in the use of hardware and software
  • Responsible for the configuration, installation and maintenance of desktops, laptops, workstations, servers, and storage arrays and general network connectivity
  • Work closely with the Director of Systems to research and deploy next-generation hardware and software, ensuring maximum uptime with minimal production pipeline friction
  • Configuration and maintenance of high-availability production systems
  • Maintain high-speed SAN/SOFS arrays and network systems
  • Render farm capacity planning and maintenance
  • Strong experience planning and building Windows Active Directory environments AD, DHCP, DNS, GP, DFS, Replication and Linux infrastructure/deployments
  • Perform trouble shooting on complex systems such as show control systems, software engineering standards and systems infrastructure from a display and installation standpoint
  • Setup new hires workstations, provision and perform onboarding of new employees and contractors
  • Administering G-suite for Enterprise
  • A/V Conference room support, troubleshoot and managed equipment including LifeSize, Bluejeans, Apple TV and Zoom
  • First point of contact for all internal help desk ticket requests and end user support using Zendesk
  • Performance monitoring and bottleneck identification
  • Support Interactive engineering team and UI/UX developers
  • Maintain AR/VR Lab, set up equipment for QA engineers, troubleshooting, asset tracking of VIVE HTC, Oculus Quest headsets
  • Setup provisioning android/iOS devices troubleshooting using Fastboot/Visual Studio/Ghost Inspector
  • UX and usability research and methods for the software development cycle and suggest automations in the CI/CD pipeline
  • Assist in daily set up/breakdown VR/AR lab equipment for focus test UI/UX groups and UI/UX researchers
  • Use enterprise infrastructure performance (Kibana) monitoring tools to resolve pipeline issues
  • Direct responsibility but is not limited to maintaining servers, printers, telephone systems, video/audio conference systems, VPN systems, networking, lan/wan, vendor relationships and LED displays
  • Experience PC/Mac/Mobile recording software for field recordings and while on set
  • Go Pro 360 VR/AR experience capturing 4K footage archiving and transferring to backups
  • Administration of core infrastructure: Active Directory domain, SaaS, DNS, VLANs, WANs, G-suite, Office 365, CD4, Creative Cloud Suite, and Deadline

Desktop Support Engineer

Santen (NTT Data)
San Francisco, CA
07.2015 - 02.2017
  • 95% SLA accuracy on projects
  • Provided support for over 2000+ end users globally via remotely, on-site and walk ups
  • Network Printing Setup, Configurations and Troubleshooting
  • Diagnosing Network Failure or Degraded Performance on the network using various Tools
  • Diagnosing Firewall problems, 802.11 wireless troubleshooting, and performing configuration changes
  • Helped implement and enforce the companies IT security policies within a cross cross-functional team
  • Managed assets based around SOC and HIPAA frameworks especially data governance
  • Administration of Web-Ex, Skype for Business and Lync 2010
  • Diagnosing Virus/spyware remove resolve issues using Sophos End Point Console
  • VPN trouble shooting issues of end users who are remotely using Juniper SSL client or Okta
  • New hire processing provisioning setup accounts in Active Directory and emails accounts in Exchange
  • Bitlocker management, configuration and deployment and resolve key issues
  • Lead IT audits, asset tracking including management of RMA claims, repairs, and warranty status of all IT Equipment

Desktop Support

Sledgehammer Games
Foster City, CA
04.2013 - 06.2015
  • Deploy desktop images to workstations, virtual machines, and laptops using deployment tools: Ghost, Acronis, UNIX/ESX/vSphere Deployment Utility, AIK, X Image, Sysprep, Dell KACE 1000 and Dell KACE 2000
  • Provide world class user support of “All Hands” meetings in the office and remotely in the office and perform troubleshooting of AV sound systems such as Crestron, Web-Ex and LifeSize
  • Administering and managing ticket-based enterprise workflow management systems, particularly JIRA and other Atlassian products
  • Deploy, provision, and troubleshoot Xbox One, PS4 development kits manage entitlements
  • Secure company laptops using software such as Symantec Drive Encryption (Mac/Pc) and Bit locker
  • Enable security on Android/IPhone plus Wi-Fi access as well as MDM and VPN via google authenticator apps
  • Deployed Antivirus client using Symantec Endpoint Protection and install servers/racks run cabling to switches
  • Perforce Administration including reports, provisioning accounts for new users and performing audits
  • Manage/monitor data loss prevention and other malicious activity using Sophos Antivirus Web Client
  • Experience with desktop management, asset tracking and patch deployment and applications using Dell KACE 1000/2000
  • Responsible for all OS and Software packaging, testing and deployment to endpoints
  • Deploy and configure build machines for code and remote validation and monitor Nimble Storage Array
  • Application monitoring of various services such as JIRA/Confluence and ensure up-time of all core applications

Desktop Support Analyst

Ubisoft (Adecco)
San Francisco, CA
01.2012 - 02.2013
  • Direct experience day to day with resolving and implementing advanced knowledge of Windows and MacOS system administration and maintenance, including deep knowledge of the registry, file system, processes, services, and security
  • Image and deployed new hire desktop computers using Altiris, SCCM and Symantec Ghost
  • Manage multiple 1st and 2nd level Ticket Queue of end users using ServiceNow while driving down requests through root cause analysis
  • Work with Network Administrators in Montreal and fellow desktop support technicians to resolve any issues relating to software and hardware
  • Support/troubleshoot Video Conferencing System, AMX, Web Ex, Skype, and Polycom Systems
  • Support users using remote access tools (VPN, VDI, LMI) and Active Directory Administration

Skills

  • New program installations
  • Technical solution development
  • Infrastructure upgrading
  • Configuration management
  • Network troubleshooting
  • End point configurations
  • Firewall configuration
  • User management
  • Desktop troubleshooting
  • Disaster recovery
  • Incident management
  • Server management
  • Diagnosing issues
  • Server maintenance
  • Technical support
  • Remote Access
  • Virtualization technologies
  • Vendor coordination
  • Hardware troubleshooting
  • Software installation
  • Technical writing
  • Hardware and software installation
  • Help desk software
  • Hardware provision management
  • Windows administration
  • Active directory
  • Server improvements
  • Helpdesk operations
  • Windows 95/98/2000/XP/XP pro/nt
  • System upgrades
  • Mobile device management
  • Virtualization
  • Offboarding and onboarding
  • Web security
  • Technical education
  • File system administration
  • Project coordination
  • IT documentation
  • Device configuration
  • System updates
  • Project management
  • Capacity planning
  • Email administration
  • Program installations

Certification

  • COMPTIA A+
  • Server+
  • Network+
  • Service Now
  • ITIL Certified

Timeline

System Administrator III

Meta (Teksystems)
03.2024 - Current

System Administrator (InfoSec)

Turing
07.2022 - 02.2024

Senior Systems Support Engineer

Binance US
08.2021 - 06.2022

Support Specialist III

Meta (Rose International)
04.2021 - 08.2021

Enterprise Application Engineer

Facebook (TekSystems)
08.2020 - 04.2021

IT Administrator

Sony Interactive (Insight Global)
11.2019 - 04.2020

IT Support Engineer II

Amazon
04.2019 - 10.2019

System Administrator

Obscura Digital (Insight Global)
06.2017 - 01.2019

Desktop Support Engineer

Santen (NTT Data)
07.2015 - 02.2017

Desktop Support

Sledgehammer Games
04.2013 - 06.2015

Desktop Support Analyst

Ubisoft (Adecco)
01.2012 - 02.2013

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Kevin Tucker