Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Mo Sirker

San Francisco Bay Area

Summary

Experienced IT Engineer with 10 years of expertise in ensuring seamless operations and maximizing workflow efficiency for businesses. Proven track record of maintaining and troubleshooting complex systems, networks, and software applications. Skilled at identifying and resolving technical issues promptly to minimize downtime and enhance productivity. Committed to staying updated with the latest industry trends and technologies to deliver innovative solutions that drive business growth.

Overview

13
13
years of professional experience

Work History

IT Engineer

Indeed.com
05.2017 - Current
  • Comprehensive IT Support: Delivered both onsite and remote technical support for a diverse user base of over 10,000 global employees, ensuring the swift resolution of IT issues
  • Meticulously managed the IT ticket queue to consistently meet and exceed Service Level Agreements (SLAs)
  • Proficient System Administration: Demonstrated exceptional proficiency in administering a diverse range of mission-critical systems within a dynamic enterprise environment
  • Systems included Active Directory, DNS Manager, DHCP, Network Access Control, LDAP, Okta, Jira, G Suite, Office 365, Duo, LastPass, VoIP, Jamf, ServiceNow, Slack, and Zoom
  • Endpoint Lifecycle Management: Successfully oversaw the complete lifecycle of Mac, Windows, Linux, and iOS endpoints, exhibiting expertise in imaging, deployment, MDM (Mobile Device Management) enrollment, updates, troubleshooting, inventory management, and secure disposal
  • Advanced AV Support: Provided hands-on audiovisual (AV) support for large-scale presentations, ensuring the seamless setup and operation of sound and video equipment
  • This commitment to detail resulted in consistently high-quality and impactful presentations
  • Enhanced Workplace Technology: Played a pivotal role in optimizing workplace technology resources, ensuring the seamless operation of printers, conference rooms, and audiovisual systems
  • This proactive approach significantly contributed to the overall productivity and functionality of the IT environment

Support Agent

Fitbit (now part of Google)
10.2015 - 04.2017
  • Supported developers by addressing inquiries related to Fitbit API, specializing in OAuth 2.0 authentication, endpoint behavior, and third-party integration, fostering seamless application development
  • Diligently reported and tracked bugs across various platforms, including firmware, websites, mobile applications, and client software, ensuring timely resolution by the engineering team through JIRA
  • Provided multi-channel support (phone, chat, and email) to both customers and employees, resolving issues related to Fitbit devices and applications on diverse operating systems (Windows, Mac OS, iOS, and Android)
  • Demonstrated expertise in configuring router settings to facilitate the setup and troubleshooting of 802.11 wireless-enabled Aria scales for enhanced customer satisfaction

Quality Assurance Tester

Google (via Adecco Staffing)
07.2014 - 08.2015
  • Conducted thorough regression testing of the Android development kit to ensure high-quality, bug-free software
  • Effectively managed the issue-tracking process by filing detailed and reproducible bug reports on JIRA and reviewing pull requests to enhance software reliability and performance
  • Provided responsive email support to developers, offering expert assistance in troubleshooting Android-related hardware and software technical issues, ultimately contributing to a smoother development process

Consultation Agent

Geek Squad (Best Buy)
10.2013 - 07.2014
  • Provided comprehensive technical support for end-users, proficiently repairing, upgrading, and configuring a variety of devices, including Windows, Macintosh, iOS, and Android devices
  • Successfully managed software and hardware issues, excelling in tasks such as hard drive backups and transfers, and conducting factory data resets for computers, tablets, and smartphones
  • Demonstrated expertise in system optimization, including the installation of operating systems, applications, drivers, RAM, hard drives, and printers, while also performing software and operating system updates

Field Representative

Intel Corporation (via Action Link, LLC)
08.2011 - 10.2013
  • Represented Intel Corporation as the go-to expert on microprocessors, boosting product sales at Best Buy
  • Provided extensive technical support for a wide range of products, including Apple and Windows computers, networking equipment, peripherals, and software
  • Addressed customer inquiries and concerns, ensuring the smooth operation of electronics and enhancing user satisfaction

Education

Bachelor of Arts (B.A.) - Communication and Media Production

California State University-East Bay
01.2014

Associate of Arts (A.A.) - Interdisciplinary Studies: Letters and Sciences

Skyline College
01.2011

Skills

  • IT service management
  • Leadership
  • System administration
  • Technical troubleshooting
  • Hardware support
  • Technical documentation
  • Linux, macOS and Windows
  • AV Support

Timeline

IT Engineer

Indeed.com
05.2017 - Current

Support Agent

Fitbit (now part of Google)
10.2015 - 04.2017

Quality Assurance Tester

Google (via Adecco Staffing)
07.2014 - 08.2015

Consultation Agent

Geek Squad (Best Buy)
10.2013 - 07.2014

Field Representative

Intel Corporation (via Action Link, LLC)
08.2011 - 10.2013

Associate of Arts (A.A.) - Interdisciplinary Studies: Letters and Sciences

Skyline College

Bachelor of Arts (B.A.) - Communication and Media Production

California State University-East Bay

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Mo Sirker