Rockwell Flor
Burbank,CA
Summary
Years of Experience Desktop / IT Support 20+ Troubleshooting / Ticketing / Networking 20+ Windows OS / Microsoft Office Suite/Mac 20
Developed versatile skill set in fast-paced, collaborative environment, seeking to transition into new field. Expertise in data analysis and process optimization, with talent for problem-solving and strategic planning. Eager to leverage these transferable skills to contribute effectively in new role.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Desktop Support / Mac Specialist
Sirius XM
05.2022 - Current
- Worked in a Hybrid office supporting the Broadcast team and marketing
- Supported Windows 10,11 enterprise and Mac-OS latest Versions
- Imaged machines / utilizing Intune & Jamf Cloud for Macs
- Involved in office 365 support and all other Microsoft applications
- Involved in creative cloud support such as adobe audition and suite
- Installed AP- Access points to help the end user community connect effortlessly and smoothly to Wi-Fi
- Involved in ServiceNow ticketing to track events and issues
- Used Citrix to connect to remote sessions to setup and troubleshoot
- Supported audio for zoom / other electronics for guest and community
- Okta Admin, Office 365 admin
- Ninja Admin and Intune Admin.
- Enhanced team efficiency by providing specialized support.
- Provided expert analysis for improving operational processes.
Desktop Support / Mac Specialist
Midnight Oil
08.2021 - 02.2022
- Worked with a small team to provide support for outside vendors working on making posters for the entertainment industry
- Involved in JAMF Cloud used to image machines and installed applications
- Used Citrix to connect to remote sessions to setup and troubleshoot
- Managed 98% Mac Support with 2% Windows
- Mac Book Pro- and Dell Desktops-HP laptops running Win10 enterprise
- Supported remote users who log into the on-site machine, configure and troubleshoot zoom remote
- Involved in Office 365 / adobe creative cloud for the production staff, printer support & vendor interaction for some press machines LAN, and Wi-fi troubleshooting throughout the MO community
- Involved in ServiceNow to track tickets, created and assigned to groups.
- Enhanced team efficiency by providing specialized support.
- Provided expert analysis for improving operational processes.
Client Support
CBS Studios
03.2021 - 08.2021
- Configured network cabling for new shows or existing shows -terminate ends to old or new ethernet cables
- Installed new printers or configure for IP printing
- ServiceNow for ticketing
- Imaged old machines and updated to Windows 10 Enterprise
- Troubleshot Wi-Fi connectivity issues and fixed as needed
- Collaborated with backlot projects as needed for new shows and layouts.
- Facilitated team communication and collaboration, resulting in increased staff engagement and improved client support.
- Cultivated strong relationships with external partners to provide additional resources for client support when needed.
Desktop Support
The Black Tux
10.2020 - 01.2021
- Handled installations, repairs / troubleshooting for all in-person / remote company networked & standalone PCs, laptops, printers, installed software, VoIP phone systems, and networked equipment
- Recreated / managed the computer imaging process to allow for faster computer deployments
- Software used Microsoft Azure, Google Suite, Slack, office365, and Jamf
- Provided remote / in-person training on hardware, software, hosted applications & usage of IT equipment as well as crafted training materials, and knowledge base documents
- Handled new hire onboarding as well as employee off-boarding and employee data retention processes
- Assisted in deploying, maintaining / administering Forti WIFI routers, internal switches & Windows servers for existing locations as well as sourced equipment and internet/VoIP services for new or relocating locations
- Managed and provided maintenance for VLAN configured switches to prioritize internet/VoIP traffic
- Maintained Active Directory of users, email accounts, computers / domain-connected equipment & managed a running inventory list of computers, printers, phones, software, and networked devices
- Worked with the end-user community on a project upgrading iPhone as needed and iPad.
- Demonstrated commitment to continuous learning by attending industry conferences, workshops, and online courses to stay current on best practices in desktop support management.
- Continuously updated professional knowledge through training courses or online resources keeping up with emerging trends in desktop support and network administration.
Desktop Support
Electronic Arts
11.2019 - 03.2020
- Moved physical location to another location from the purchase of gaming company
- Set up new server / connections, set up new laptops & monitors for new floor locations
- Windows 10 and apple mac support
- Tested gaming machines to enable the programmers to test video games
- Run configurations for testing gaming machines
- Negotiated with vendors on a better connection for network connectivity and Wi-Fi connection
- Involved in the client was very pleased with the upgrade / productions went up 75%
- Creative cloud, JAMF, Slack, VPN, and MDM software are supported as well
- Involved in the project for user community that was ongoing to upgrade / migrated data over for iPhone and iPad.
- Demonstrated commitment to continuous learning by attending industry conferences, workshops, and online courses to stay current on best practices in desktop support management.
- Continuously updated professional knowledge through training courses or online resources keeping up with emerging trends in desktop support and network administration.
Technical Support III
Audio Digest
01.2019 - 10.2019
- Supported two locations with roughly 200 users by myself and Some remote users
- Provided iPhone / Android Support that entailed break-fix and or upgrades
- Provided executive support to all the users in the office
- Involved in the environment was 90% Windows 10 and 10% Mac including Office 365 support IOS support pro-tools support for audio engineers working on audio files
- Troubleshot software issues and hardware
- Involved in production support for editors running apple platforms and printer issues plus server issues
- Involved in new iPhone systems were implemented with me overseeing the project / server upgrades no slower speeds and productivity went up 50 percent.
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
Desktop Support Executive
Warner Brothers, AT&T
10.2017 - 12.2018
- Supported the top C-level Executives from, until the Merger was finalized
- Supported any line of business that went on the lot at WB
- Headed up with my team / supported any IT-related issues users were running Windows 7 / Apple office 365 (Mac Support) iPhone & Android Support, MDM support, JAMF control for Apple computers and personal devices
- Supported several locations via remote desktop and personal visits.
- Enhanced customer satisfaction by providing timely and effective solutions to complex technical issues.
- Delivered high-quality support for optimizing customer experience and retention.
Desktop Support and MDM-PST Migration Specialist
CBS Studios
01.2017 - 10.2017
- Worked on an MDM project for roughly 5000 users to implement an iPhone and IPAD roll-out for Several Locations in Los Angeles Area
- Utilized my project management experience to implement time / hours down to the day for scheduling, and once that was done
- Worked on Outlook PST migration client chose to use AirWatch MDM -Mobile Iron cloud and Quadrotech Pro for PST Migration
- Helped users who received new mobile devices how to use them at the time of upgrade
- Finished the project two months in advance, which helped with production costs and no delays during filming production
- Filled in as a desktop support backup.
- Facilitated smooth transition of data across platforms, ensuring consistency and accuracy.
- Coordinated with cross-functional teams to identify and resolve migration challenges.
Desktop Support Supervisor
Dailey Ideas, Mac/PC
12.2015 - 12.2016
- Involved in desktop support supervisor for an advertising company
- Consisted of Supporting 90% Macs and 10% PCs
- Supported an Office of roughly 100 users
- Consisted of upgrading users' laptops with new SSD drives and more memory
- Updated to the latest OS
- Used Zendesk for ticketing system and application installed for Macs it was controlled through Casper and MDT for Encrypting Phone
- Supported applications, Office 365-office 2016-Keynote-Avid-Adobe CS6 Suite, CCS 2015 Suite -BOX Sync, etc
- Some IPAD, iPhone configurations, and Apple TV setups
- Changed video conference support from Cisco to Crestron as I negotiated a better way of communicating for the marketing group
- Increased downtime from the prior system and friendly to use.
- Mentored junior staff members in advanced troubleshooting methods and industry best practices for desktop support management.
- Developed comprehensive documentation for IT processes, streamlining training for new hires.
Mac Support / Senior Technician
Global Entertainment
05.2014 - 12.2015
- Responsible for 50-person startup music company based out of London
- Imaged machines using deploy studio / Munki to deploy software to Mac machines Outlook 365 cloud used and Outlook 2011 suite
- Involved in Mac environment but housed on a Windows 2008 Server
- Involved in remote support used was Cord and screen sharing, VPN-Citrix Receiver used for remote applications
- Set up Cisco phones and Cisco video telepresence consoles / Crestron devices
- Involved in iPhone / Android phones setup and iPads - remote wipe with MDM software
- Upgraded all offices with Apple TVs to help users show presentations on the LED TVs on the walls.
- Conducted thorough diagnostics to resolve technical issues and improve service efficiency.
- Improved system reliability by performing routine maintenance and timely upgrades.
Desktop Technical Support
The Walt Disney Company
05.2013 - 05.2014
- Involved studio support analyst with advanced skills in desktop support, messaging, network, and PDA
- Responded, troubleshot / resolved high-profile executives @ TWDC technical issues and questions
- Provided activation / troubleshooting of iPhones-BlackBerrys and iPad issues
- Provided exceptional timely customer service / communications to the executive users, as well as across the business segment, assisted in the evaluation, support / tested of hardware / software / provided all Tiers of PC, Mac & peripheral support to studio staff according to company standards and practices
- Built / distributed software packages and software updates with SCCM
- Created query, collection, and deploy software package in SCCM
- Assisted in deploying completed application packages to the test or production environment with Microsoft SCCM
- Informed / assisted across the business segment to plan and executed strategies for High profile executive level IT support
- Informed / assisted with decisions impacting the executive desktop, and various applications toolsets.
- Provided exceptional customer support, maintaining a high-resolution rate for complex technical issues.
- Improved end-user satisfaction by providing efficient desktop support and resolving technical issues.
Desktop Support Executive Support
Starz Entertainment
05.2012 - 05.2013
- Supported All C-level Executives in the Beverly Hills Location and their Admins
- Troubleshot issues for problem recognition, research, isolation, resolution / follow-up for desktop, mobile, enterprise applications, local / networking printing & e-mail duties including answering hotline phone to resolve issues at user's desk side, software troubleshooting, and printer setups
- Set up IP cisco phones / configured for new users with call manager- remedy ticket maintenance and knowledge base documentation
- Involved in dell laptop / desktop shop- iMac / PowerBook also supported-Apple iPad & iPhone some Blackberry 10, and Surface Pro
- Run Windows 7 Enterprise-desktop / laptops, SCCM 2012 on the back end & Windows 8.1 on Microsoft Surface Pro 2 and supported all Mac computers
- Implemented better cable connectivity in conference rooms for vendors and interoffice to view screeners.
- Enhanced customer satisfaction by addressing technical support inquiries efficiently.
- Resolved complex customer issues for improved service delivery.
Desktop Support Executive Support
Starz Entertainment
05.2012 - 05.2013
- Supported All C-level Executives in the Beverly Hills Location and their Admins
- Troubleshot issues for problem recognition, research, isolation, resolution / follow-up for desktop, mobile, enterprise applications, local / networking printing & e-mail duties including answering hotline phone to resolve issues at user's desk side, software troubleshooting, and printer setups
- Set up IP cisco phones / configured for new users with call manager- remedy ticket maintenance and knowledge base documentation
- Involved in dell laptop / desktop shop- iMac / PowerBook also supported-Apple iPad & iPhone some Blackberry 10, and Surface Pro
- Run Windows 7 Enterprise-desktop / laptops, SCCM 2012 on the back end & Windows 8.1 on Microsoft Surface Pro 2 and supported all Mac computers
- Implemented better cable connectivity in conference rooms for vendors and interoffice to view screeners.
- Enhanced customer satisfaction by addressing technical support inquiries efficiently.
- Resolved complex customer issues for improved service delivery.
Desktop Support
Paramount Pictures Studios
06.2011 - 04.2012
- Involved in Windows 7 migration project deployment tech lead for campus lot implementing Windows XP Professional to Windows 7 Enterprise 32 bit Roughly 500 users per group
- Implemented Office 2007 to Office 2010; Macs are running 10.5 leopards and will be upgraded with Office 2011 for Mac
- Tested new operating system Mac OS X Lion Beta only and used SCCM with MDT (Microsoft Deployment Kit) for imaging new pcs
- Contained duties PDA support, iPhone, Blackberry and IPAD Support
- Set up of New MacBook Pro laptops running OS X (Leopard), office 2010 for mac, adobe suite support, printer setup and occasional home support
- Involved in production went up and tickets decreased to normal day to day issues management was happy with production going up 43%.
- Demonstrated commitment to continuous learning by attending industry conferences, workshops, and online courses to stay current on best practices in desktop support management.
- Continuously updated professional knowledge through training courses or online resources keeping up with emerging trends in desktop support and network administration.
Education
Associate degree - Law Enforcement
Galveston College
Galveston, TX01.1998
Skills
- Desktop Support
- Mac Specialist
- Troubleshooting
- Ticketing
- Networking
- Windows OS
- Microsoft Office Suite
- Mac
- Intune
- Jamf Cloud
- Office 365 support
- Microsoft applications
- Creative cloud support
- Adobe Audition
- AP- Access points
- ServiceNow ticketing
- Citrix
- Audio support
- Okta Admin
- Ninja Admin
- Intune Admin
- JAMF Cloud
- Printer support
- LAN troubleshooting
- Wi-Fi troubleshooting
- Network cabling
- Printer installation
- Wi-Fi connectivity troubleshooting
- Backlot projects
- Installations
- Repairs
- VoIP phone systems
- Networked equipment
- Computer imaging
- Hardware/software training
- New hire onboarding
- Employee off-boarding
- Forti WIFI routers
- Windows servers
- Active Directory
- IPhone and iPad upgrades
- Server setup
- Gaming machine testing
- Network connectivity
- MDM software support
- PST migration
- Desktop support supervisor
- Zendesk ticketing system
- Casper and MDT for Macs
- Office 365
- Keynote
- Avid
- Adobe CS6 Suite
- BOX Sync
- Cisco video conference support
- Cord and screen sharing
- VPN
- Citrix Receiver
- Cisco phones
- Crestron devices
- Apple TV setup
- Messaging support
- PDA support
- SCCM
- Cable connectivity
- Windows 7 migration
- Office 2007 to Office 2010 migration
- Mac OS X Lion
- IPhone, Blackberry, and iPad support
- Printer setup
- Project management
- Data analysis
- Project coordination
- Problem solving
- Time management
- Research skills
- Technical support
- Process improvement
- Documentation skills
- Customer support
- Team collaboration
- Communication skills
- Task prioritization
- Technical troubleshooting
- Problem-solving aptitude
Certification
Apple Certified Support Professional (ACSP)
Windows 7 (installation and configuration)
Project Management Essentials (PME)
Comp TIA Network+
Comp TIA A
Languages
Spanish
Full Professional
Timeline
Desktop Support / Mac Specialist
Sirius XM
05.2022 - Current
Desktop Support / Mac Specialist
Midnight Oil
08.2021 - 02.2022
Client Support
CBS Studios
03.2021 - 08.2021
Desktop Support
The Black Tux
10.2020 - 01.2021
Desktop Support
Electronic Arts
11.2019 - 03.2020
Technical Support III
Audio Digest
01.2019 - 10.2019
Desktop Support Executive
Warner Brothers, AT&T
10.2017 - 12.2018
Desktop Support and MDM-PST Migration Specialist
CBS Studios
01.2017 - 10.2017
Desktop Support Supervisor
Dailey Ideas, Mac/PC
12.2015 - 12.2016
Mac Support / Senior Technician
Global Entertainment
05.2014 - 12.2015
Desktop Technical Support
The Walt Disney Company
05.2013 - 05.2014
Desktop Support Executive Support
Starz Entertainment
05.2012 - 05.2013
Desktop Support Executive Support
Starz Entertainment
05.2012 - 05.2013
Desktop Support
Paramount Pictures Studios
06.2011 - 04.2012
Apple Certified Support Professional (ACSP)
Windows 7 (installation and configuration)
Project Management Essentials (PME)
Comp TIA Network+
Comp TIA A
Associate degree - Law Enforcement
Galveston College
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