Summary
Overview
Work History
Skills
Accomplishments
Certification
Languages
Skills
Languages
Timeline
Generic

Sebastian Santos

Liberty Hill

Summary

Highly successful in motivating teams and streamlining operations, I bring a unique blend of

analytical problem-solving skills and persuasive communication abilities. With a knack for thinking

outside the box, I consistently deliver creative solutions to complex challenges.

As a self-motivated administrator, I possess proven leadership, organizational, and customer relations

skills. I excel at independently solving problems and keeping teams on task to handle diverse

business requirements. My track record includes a history of retaining clients and nurturing talented

staff.

I am a reliable business professional with extensive experience in project management, process

improvement, and financial analysis. I have consistently demonstrated my ability to streamline

business operations and reduce costs. Furthermore, I am adept at analyzing data to identify trends

and developing strategies to enhance efficiency. Motivated individual with business acumen and willingness to take on challenging roles. Tech-savvy and quick learning with technical know-how, social media expertise and sales abilities to support and drive substantial growth. Resourceful Administrator known for high productivity and efficient task completion. Possess specialized skills in workflow management, data analysis, and strategic planning. Excel in communication, problem-solving, and time management, ensuring seamless operations and project success. Highly organized and detail-oriented administrative professional excels in office management and special projects. Resourceful and adaptive team leader with expertise in project management, financial tracking, customer relationship management and marketing. Results-oriented strategic planner with extensive knowledge of industry practices.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Jamf Administrator

TCS - Paypal
Austin
07.2024 - Current
  • Provided general administrative support to staff members.
  • Administer and manage Jamf Pro for enterprise Apple device deployment and security.
  • Develop and implement macOS compliance policies, and automation workflows.
  • Integrate Jamf with Microsoft Intune for security and compliance enforcement.
  • Provide scripting solutions (Bash, Python) to automate device management tasks.
  • Ensure seamless software deployment and patch management across macOS environments.
  • Collaborate with IT security teams to enforce endpoint security standards and best practices.
  • Create detailed documentation for policies, troubleshooting, and end-user guidance.
  • Create shell scripts to update various applications and automate the process.
  • Work with the security team to identify vulnerabilities and patch them on time.
  • Implement JAMF DDM (Device Declarative Management) to update and schedule updates on systems.
  • Monitor Slack channels and respond to the team and end users for macOS issues that might arise.

Endpoint Engineer II | Jamf Administrator MacOs,

Forcepoint LLC.
10.2019 - 07.2024
  • Manage the configuration, deployment, and maintenance of Dell PCs and Apple MacBook using industry-standard tools and automation scripts.
  • Implement and maintain a comprehensive patching strategy to ensure all endpoints are up-to-date with the latest security fixes and software updates.
  • Leverage monitoring tools to proactively identify and troubleshoot endpoint issues, minimizing user downtime.
  • Develop and maintain documentation for endpoint management processes and procedures.
  • Collaborate with diverse teams, including Help Desk, Security, and Desktop Engineering, to ensure seamless endpoint support and incident resolution.
  • Participate in the evaluation and implementation of new endpoint management technologies and tools.
  • Optimize endpoint configurations and settings to enhance performance and user experience.
  • Troubleshoot and resolve performance issues on macOS and Windows endpoints, collaborating with other IT teams as necessary.
  • Conduct performance monitoring and analysis to identify areas for improvement and implement solutions accordingly.
  • Maintain a strong understanding of best practices for Dell PC and Apple Mac security configurations.
  • Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
  • Perform basic hardware troubleshooting and diagnostics on endpoints.
  • Assist with user migration and device refreshes as needed.
  • Setup and configuration of all MAC OS system
  • Support Macs, PCs, IOS devices, network equipment, and related peripherals
  • Receive, coordinate, and resolve all daily incidents and requests via the ticketing system, ensuring strong communication and resolution SLAs are met.
  • Follow up with users on incidents and requests, convey technical solutions and facilitate implementation of fixes for issues with training and documentation
  • Create and maintain documentation on Helpdesk policies, IT technical KB articles, user support, and technology training.
  • Imaging and reimaging of MAC’s Laptops to latest OS Version
  • Diagnosing and Troubleshooting MAC related OS and Hardware problems
  • Zero Touch IT – Self Device enablement through Windows Autopilot and JAMF for Mac
  • Strong Troubleshooting of Mac Hardware or Software environments
  • Generated engineering documentation and oversaw design projects.
  • Participated in team meetings to discuss project progress updates.

IT Field Engineer III | MacOS & Apple Hardware

Unisys
01.2017 - 10.2019
  • Provide first and second-level technical support to end-users via phone, email, or in-person.
    Diagnose and troubleshoot hardware, software, and network issues on desktop computers, laptops, printers, and other peripherals.
    Resolve technical problems efficiently, escalating complex issues to senior engineers or vendors as needed.
  • Deploy and configure desktop computers, laptops, and other hardware devices for new employees or office expansions.
    Install, upgrade, and replace hardware components such as memory, hard drives, and graphics cards.
    Perform routine maintenance tasks, including cleaning, virus scanning, and hardware diagnostics.
  • Install, configure, and update desktop software applications, operating systems, and drivers.
    Troubleshoot software errors and compatibility issues, providing guidance to end-users on resolving common issues.
    Coordinate with software vendors for license management, updates, and patches.
  • Train end-users on basic computer skills, software usage, and best practices for data security.
    Create and maintain documentation for common troubleshooting procedures, FAQs, and knowledge base articles.
    Provide timely updates and communication to end-users regarding system outages, maintenance, and upgrades.
  • Maintain accurate inventory of desktop hardware, software licenses, and peripherals.
    Track and manage IT assets, including procurement, deployment, and retirement of equipment.
    Conduct regular audits to ensure compliance with asset management policies and procedures.
  • Collaborate with other IT teams and departments to resolve escalated issues and implement solutions.
    Communicate effectively with end-users and stakeholders to gather requirements, provide updates, and solicit feedback.
    Participate in team meetings, training sessions, and knowledge-sharing activities to enhance technical skills and expertise.
  • Wrote, reviewed and edited technical document in accordance with template requirements.
  • Developed positive working relationships with stakeholders to effectively coordinate work activities.
  • Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.

Mac Certified Technician | MacOS & Apple Hardware

Austin MacWorks
06.2014 - 01.2017
  • Diagnosis and Repair: Troubleshoot hardware and software issues on Macintosh computers, laptops, and peripherals.
    Perform diagnostics to identify the root cause of technical problems and recommend appropriate solutions.
    Repair or replace faulty components, including logic boards, displays, hard drives, and memory modules.
  • Hardware Upgrades and Installations: Install and upgrade hardware components, such as RAM, storage drives, and graphics cards, to enhance performance and functionality.
    Conduct data migrations and transfers during hardware upgrades, ensuring data integrity and security.
    Install and configure peripherals, including printers, scanners, and external storage devices, for seamless integration with Macintosh systems.
  • Software Support and Troubleshooting: Install, configure, and troubleshoot macOS and third-party software applications, ensuring compatibility and optimal performance.
    Provide guidance and assistance to end-users on software usage, customization, and troubleshooting techniques.
    Collaborate with software vendors and Apple support resources to resolve complex software-related issues.
  • Customer Service and Communication: Interact with clients in-person, over the phone, or via email to assess their technical needs and provide timely solutions.
    Communicate technical information in a clear and understandable manner, both verbally and in writing.
    Manage client expectations and ensure a high level of customer satisfaction through attentive service and follow-up.
  • Quality Assurance and Compliance: Adhere to Apple's service guidelines and best practices for repairing and servicing Macintosh products.
    Maintain accurate records of service activities, including repair logs, parts inventory, and customer interactions.
    Ensure compliance with warranty terms and conditions, following proper procedures for warranty repairs and replacements.
  • Continuous Learning and Professional Development: Stay updated on the latest Apple technologies, products, and service procedures through training and self-study.
    Pursue and maintain relevant certifications, such as the Apple Certified Macintosh Technician (ACMT) certification, to validate technical proficiency.
    Share knowledge and best practices with colleagues to foster a culture of continuous improvement and excellence

Security Guard & Canine Handler | DOD

American K-9 Detection Services
09.2012 - 06.2014
  • Maintained a safe environment for staff and visitors through proactive surveillance and communication.
  • Responded quickly to emergency situations to assess and deflect issues.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Completed full building and grounds patrols to spot and investigate concerns.
  • Ensured all vehicles and the local environment were
  • cleared of explosives to maintain optimal security and safety for military personnel and civilians
  • Maintained highly confidential information, location, and safety of high-ranking military and government personnel

Ramp Supervisor | Managed Complex Logistics

UPS
02.2011 - 09.2012
  • Implemented best practices in ramp supervision to minimize delays and maintain high levels of productivity among staff members.
  • Managed inventory of necessary equipment and supplies for daily ramp operations, ensuring availability when needed.
  • Ensured compliance with all regulatory requirements for airport operations by staying current on industry standards and guidelines.
  • Completed aircraft reset functions, such as cabin service, refueling, and cargo actions to meet departure schedules.

Skills

  • Technical reporting
  • Jamf Pro administration
  • macOS compliance
  • Device management automation
  • Security compliance
  • Scripting solutions development
  • Patch management
  • Technical documentation
  • Troubleshooting techniques
  • IT asset management
  • User training
  • Customer communication
  • Performance monitoring
  • Endpoint security
  • Collaboration skills
  • Engineering documentation
  • System troubleshooting
  • Bash and PowerShell scripting

Accomplishments

During my initial tenure, I identified inefficiencies in the onboarding process for Mac systems within our organization. Observing that it typically took a helpdesk technician approximately an hour and a half to prepare a new Mac for a hire, I recognized an opportunity for improvement. Leveraging my expertise in JAMF Pro, I developed a streamlined provisioning process. This initiative significantly reduced the onboarding time to just 30 minutes per Mac system.

In addition to optimizing the provisioning process, I have actively collaborated with my colleagues in deploying applications and configurations via Intune, thereby extending my support beyond macOS systems to encompass Windows endpoints as well. By leveraging Intune's capabilities, we have streamlined the deployment of software and configurations across our heterogeneous environment, enhancing operational efficiency and consistency.

Furthermore, recognizing the importance of comprehensive reporting and analytics, I took the initiative to develop a Power BI report specifically tailored to monitor macOS software and updates. This report provides valuable insights into the status of software installations and updates on Mac systems, empowering our team to proactively address any potential issues and ensure compliance with organizational standards.

Overall, my contributions have not only optimized the onboarding process for Mac systems but have also demonstrated my ability to collaborate effectively across platforms and leverage data-driven insights to drive continuous improvement within our IT operations.

Certification

  • JAMF PRO, Certified Associate 100
  • JAMF PRO, Certified Technician 200
  • JAMF PRO, Certified Administrator 300
  • Apple Certified iOS Technician ACiT
  • Apple Certified macOS Technician ACMT

Languages

4,5

Skills

Languages

English
Full Professional
Spanish
Native/ Bilingual

Timeline

Jamf Administrator

TCS - Paypal
07.2024 - Current

Endpoint Engineer II | Jamf Administrator MacOs,

Forcepoint LLC.
10.2019 - 07.2024

IT Field Engineer III | MacOS & Apple Hardware

Unisys
01.2017 - 10.2019

Mac Certified Technician | MacOS & Apple Hardware

Austin MacWorks
06.2014 - 01.2017

Security Guard & Canine Handler | DOD

American K-9 Detection Services
09.2012 - 06.2014

Ramp Supervisor | Managed Complex Logistics

UPS
02.2011 - 09.2012
  • JAMF PRO, Certified Associate 100
  • JAMF PRO, Certified Technician 200
  • JAMF PRO, Certified Administrator 300
  • Apple Certified iOS Technician ACiT
  • Apple Certified macOS Technician ACMT

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Sebastian Santos