Rob Haviland
Riverton,WY
Summary
Resourceful IT Technician offering 7 years of experience providing expert-level support to users within various demographics. Proficient in Apple and Microsoft hardware and software within complex business environment running Mac OS. Over 4 years of professional experience utilizing Jamf to deploy and maintain IT infrastructure requirements.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Senior Desktop Engineer / Support Specialist
NOLS
Lander, WY
03.2020 - Current
- Strong hands-on experience supporting over 600 devices including MacBooks, Mac Mini's, iphones, and iPads.
- In-depth understanding and experience of JAMF, standardized configurations with Prestage enrollments, Configuration Profiles, and Policies in a complex IT systems environment.
- Maintained an inventory of all hardware assets including serial numbers and warranty information.
- Excellent documentation skills and ability to create and maintain technical documentation by contributing to creating and maintaining technical knowledge base documents, promoting knowledge sharing and team efficiency, to ensure IT Staff and Customers have the proper updated information, to do the task at hand efficiently
- Strong understanding of IT Service Desk processes and ability to provide optimal support for company personnel at all levels.
- Bringing years of experience to help resolve a wide variety of issues from Minor to Urgent in a timely manner, while being friendly and showing compassion to the customer by demonstrating strong problem-solving and troubleshooting abilities with most issues that are reported.
- Performed troubleshooting, maintenance and repairs of desktops, laptops, printers and other peripherals.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Managed Active Directory user accounts, groups, and computer objects.
Computer Support Specialist
Lander Medical Clinic Lander
Lander, WY
04.2017 - 12.2019
- Installed and configured computer hardware, software, systems, networks, printers and scanners.
- Diagnosed and resolved hardware and software faults with desktop computers and laptops.
- Maintained inventory of all IT assets including desktops, laptops, monitors.
- Trained users to operate and manage hardware and software.
- Maintained positive working relationship with fellow staff and management.
- Provided technical support to customers utilizing Microsoft products such as Windows, Office and Skype.
- Installed new versions of Windows OS on users' computers when needed.
- Troubleshot any connectivity issues between PCs, Servers and printers, scanners that were connected over a LAN or WAN.
- Managed Active Directory objects such as users, groups, computers, using various tools provided by Microsoft.
Motor Transport Operator
Wyoming National Guard
Powell, WY
12.2008 - 12.2014
- Honorable discharge
Motor Transportation Operator
United States Marine Corps
Twentynine Palms, CA
03.2001 - 03.2005
- Combat Operation in Iraq 2003-04
- Honorable discharge
Education
Associate of Applied Science - Information Technology
Central Wyoming College
05.2018
Skills
- Experienced Jamf Certified Tech
- Apple and Windows OS Experience
- Automating deployment processes
- Dedicated customer support
- Excellent documentation skills
- Critical issues analysis and resolution
- Technical and Mentoring
- Desktop Engineer
- IT Remote Support
- JIRA Suite Proficient (JSM, Confluence, Jira)
- Desktop and Mobile Technical Support
- Maintaining Inventory of hardware
Certification
- JAMF Certified Tech
- Jamf-100
- Jamf-200
Timeline
Senior Desktop Engineer / Support Specialist
NOLS
03.2020 - Current
Computer Support Specialist
Lander Medical Clinic Lander
04.2017 - 12.2019
Motor Transport Operator
Wyoming National Guard
12.2008 - 12.2014
Motor Transportation Operator
United States Marine Corps
03.2001 - 03.2005
Associate of Applied Science - Information Technology
Central Wyoming College
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