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
Associate degree - Law Enforcement
Galveston College
Similar Profiles
Erin ConstantineErin Constantine
Radio Host at Sirius XMRadio Host at Sirius XM
Derrick BlackmanDerrick Blackman
Staff Technical Program Manager at Sirius XMStaff Technical Program Manager at Sirius XM
Srinath VarkalaSrinath Varkala
Quality Assurance Engineer - Automation at Tata Consultancy Services- Sirius XMQuality Assurance Engineer - Automation at Tata Consultancy Services- Sirius XM