Overview
Work History
Education
Skills
Timeline
Generic

Yakura Marzett

Oakland,CA

Overview

5
5
years of professional experience

Work History

IT Field Engineer

Chelsea Technologies
San Francisco, CA
12.2023 - Current
  • Built and maintained network infrastructure of mid range to startup hedgefunds throughout San Francisco
  • Developed and implemented engineering strategies to improve production efficiency.
  • Identified client needs and developed solutions based on user feedback.
  • Created policies within Google MDM and deployed policy to laptops and mobile devices
  • Worked closely with clients based in Abu Dhabi to ensure seamless transition to Intune and JAMF.
  • Documented all engineering activities according to established procedures.
  • Offered timely onsite support for both recurring and ad-hoc needs
  • Serving as the main contact point for all service requests in San Francisco
  • Installing, configuring, and troubleshooting hardware and software.
  • Installed fortinet firewalls for clients
  • Created policies within JAMF and deployed policy to mac users
  • Finished projects on time and within budget.

IT Support Engineer

10x Genomics
Pleasanton, CA
05.2023 - 12.2023
  • Successfully migrated PCs from MobileIron to Intune, ensuring seamless transition and improved device management.
  • Provided remote support to employees stationed in multiple locations, ensuring smooth operations across geographically diverse teams.
  • Led A/V support efforts for important company meetings, ensuring seamless audiovisual experiences and facilitating effective communication.
  • Actively collaborated with vendors to procure IT Buildroom supplies and A/V equipment, ensuring a well-equipped and efficient work environment.
  • Successfully provisioned loaner laptops for users traveling abroad, ensuring uninterrupted productivity during business trips.
  • Conducted thorough quality control checks on laptops and mobile devices prior to deployment, ensuring optimal performance and user satisfaction.
  • Successfully migrated Mac users from JAMF to Kandji, ensuring a smooth transition and minimal disruption to their workflow.
  • Deployed autopilot policies for PC users in Intune, streamlining the device setup process and enhancing user onboarding experience.
  • Conducted daily checks of Zoom rooms, ensuring the readiness of AV equipment for seamless communication and collaboration throughout the day.
  • Resolved a diverse range of over 100 tickets within ServiceNow, encompassing access requests, laptop break fixes, migrations, new hire laptop provisioning, and networking issues, demonstrating a strong problem-solving ability and commitment to user support.
  • Managed order requisitions for IT equipment within Oracle, effectively maintaining IT inventory and working closely with vendors to fulfill special order requests.
  • Oversaw Onboarding experience for new employees by working closely with HR and hiring managers on improving onboarding experience, as well as provisioning laptops.
  • Collaborated closely with facilities to efficiently ship and deploy IT equipment for remote employees, contributing to their productivity and seamless remote work experience.
  • Ensured the proper functioning of laboratory computers, minimizing interruptions to scientists' data research and enabling smooth scientific workflows.

IT Specialist

Clarke Consulting
South San Francisco, CA
04.2022 - 05.2023
  • Provide IT consulting service for startup to mid-range BioTech companies.
  • Administered user accounts in Active Directory, which included creating and deleting accounts, managing permissions, configuring VPN access, and creating as well as managing distribution lists and security groups.
  • Lead CyberSecurity Project for C-Level Executives traveling to China, to ensure work productivity without data breach.
  • Configuring and testing new updates for Mac systems while managing them in Apple Business Manager as a Device Enrollment Manager.
  • Operating and maintaining network architecture within Cisco Meraki and onsite.
  • Offboarding and onboarding scientist, executives, and contractors to the company by supplying them with the necessary software and hardware, including licenses and budgetary management..
  • Identify, strategize, research, and implement IT solutions
  • Installed firewalls and antivirus software to improve cybersecurity.
  • Closed over 1,000 + tickets in FreshService ticketing system
  • Experience with admin management, project management, machine management (100+) in a laboratory environment, and interpersonal support and service.
  • Create and organize systems documentation and end user training materials
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Coordinated with vendors and company personnel to facilitate purchases.
  • Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
  • Participated in IT department meetings to identify continuous improvement opportunities and enhance delivery of IT services to users.
  • Created configuration guides for deploying new desktops, laptops and mobile devices.
  • Configured and provided technical assistance for a diverse range of printers, Audio/Visual systems, workstations, and VoIP devices, such as PC builds, memory upgrades, component replacements, and conference room setups.
  • Set up user accounts, permissions and passwords and defined network policies and procedures.

Tier 2 Technical Support Representative

Conduent
Remote
02.2022 - 04.2022
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
  • Researched, recommended, configured and supported hardware and software for multiple departments.
  • Managed email routing and internal message protocols to support reliable delivery of communications.

Advanced Technical Support Specialist

VXI Global Solutions LLC
Remote
04.2021 - 02.2022
  • Diagnosed program malfunctions and root causes and implement corrective solutions.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Supported customers by quickly investigating and resolving hardware and software issues.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.

Geek Squad Consultation Agent

Best Buy
Bossier City, LA
01.2019 - 04.2021
  • Knowledgeable of macOS & iOS infrastructure
  • Imaged MacOS and Windows systems prior to deploying to users.
  • Checked in computers and performed diagnostics for repair.
  • Updated or installed software for customers to ensure computer efficiency.
  • Diagnosed and determined system issues to route for repair.
  • Identified hardware issues caused by component failures using approved diagnostic tools.
  • Identified and eliminated computer viruses and threats, implementing measures to protect against future data breaches.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
  • Document and track the service desk incident-solving process, including all decisions made and actions taken - both successful and unsuccessful - until final resolution is achieved.
  • Install and perform repairs to hardware, software, mobile devices, or peripheral equipment, following design or installation specifications
  • Closed over 1,000 + tickets in Nova Ticketing system
  • Performed data backup, transfer, and recovery from clients' units
  • Performed screen, and component repair/ replacement on MacOS and iOS devices
  • Oversaw daily performance of computer systems.
  • Trained users to operate and manage hardware and software.
  • Surveyed and supported technology assets to maintain business continuity.
  • Developed strong knowledge of hardware and software while keeping abreast of new applications, increasing efficiency and productivity for management and clients.
  • Answered user inquiries to resolve computer software or hardware operation problems.

Education

High School Diploma -

Bossier High School
Bossier City, LA
05.2017

Skills

  • Azure Active Directory
  • Okta Admin
  • Parts Inventory Management
  • Office 365 Admin
  • ServiceNow
  • Jira
  • Tracking and Documentation
  • Software Release and Rollout
  • Windows
  • Active Directory
  • JAMF
  • Mac OS
  • Attention to Detail
  • ABM(Apple Business Manager)
  • Hardware and Peripheral troubleshooting
  • SaaS support
  • Apple Certified Macintosh Technician (ACMT)
  • Apple Certified iOS Technician (ACiT)
  • G-Suite
  • Kandji
  • Cisco Meraki
  • Freshservice
  • Problem-Solving

Timeline

IT Field Engineer

Chelsea Technologies
12.2023 - Current

IT Support Engineer

10x Genomics
05.2023 - 12.2023

IT Specialist

Clarke Consulting
04.2022 - 05.2023

Tier 2 Technical Support Representative

Conduent
02.2022 - 04.2022

Advanced Technical Support Specialist

VXI Global Solutions LLC
04.2021 - 02.2022

Geek Squad Consultation Agent

Best Buy
01.2019 - 04.2021

High School Diploma -

Bossier High School

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Yakura Marzett