United States
- Lead strategy and operations for core SaaS platforms, ensuring stability, scalability, and effective incident management. - Drive cross-functional SaaS integrations and technical projects in partnership with business and engineering stakeholders. - Design and implement scalable technical operations solutions aligned with security, risk, and compliance requirements. - Led organization-wide rollout and configuration of Okta Verify and Okta FastPass, achieving high adoption and establishing the implementation as a customer reference for Okta.
- Served as a subject matter expert for macOS, Jamf Pro and Okta, mentoring team members and driving effective knowledge transfer. - Identified, proposed, and implemented technical operations improvements while ensuring adherence to compliance requirements. - Collaborated with Security and Risk teams to maintain endpoint security, remediate critical vulnerabilities, and support SOC audit readiness. - Designed, built, and maintained automations using Okta Workflows, Okta Group Rules, BetterCloud, and Zapier to streamline IT operations.
- Served as a technical resource and escalation point for the IT Support team and cross-functional collaborators. - Managed IT support requests via FreshService, ensuring prompt and outstanding service delivery. - Assisted in Asset Management processes, including tagging, tracking, assigning high-value assets, and improving asset recovery. - Worked on procurement, preparation, and shipment of hardware for new hires, ensuring they had necessary tools from day one as well as leading new hire onboardings. - Became an Audio-Visual subject matter expert, maintaining conference rooms and Town Hall experience, and hosted company-wide meetings.
- Troubleshoot and resolve iOS, Beats, and Apple accessory issues in the Genius Bar - Recommend best and alternative options for repairs/replacement of device(s) for best customer journey at Apple - Document steps taken during Genius Bar session and next steps to clarify solution(s) for customer and next technician for future reference - Repair iOS phones by providing modular-repairs for hardware failures and/or accidental damage - Mentor new Technical Specialists by assisting in system navigation, problem solving, and advice on specific situations during their Genius Bar sessions
- Create appointments for customers having issues with their mobile devices such as iPhones, iPads, Macs, and accessories - Take 1-on-1 sessions with customers to troubleshoot their issues and provide them with solutions to resolve them - Run diagnostics on mobile devices to make sure all hardware is working as normal or if there are any actions that can be taken to resolve their underlying issues - Check-in with customers to make sure they’re being seen by someone and if they have any questions about their devices while they wait
- Provided product solutions for customers upgrading their Apple devices depending on their needs - Assisted in setting up and troubleshooting new devices for customers - Built 1-on-1 relationships with customers to ensure their experience at the Apple Store is valued - Worked with Genius Bar and Product Zone to ensure the customer journey is a direct, easy, and positive experience
New York City Metropolitan Area
- Provided remote & on-site help desk, OS X, and cloud-based application technical support to internal users with ZenDesk ticketing system - Monitored the status of integrated file share servers, internet connectivity, and unusual activity - Created, modified, and removed users/users permissions from Active Directory, GApps and other cloud databases - Assisted in the deployment of OS X custom images matching department needs - Implemented solutions that automate common help desk tasks in the Active Directory and/or OS X environment
- Configured, repaired, and setup workstations for computer lab users and staff - Provided help desk support, as well as direct support for campus faculty and students - Reconfigured and repaired network printer issues for computer lab users - Recorded and escalated issues with damaged hardware/computers to supervisor and/or predetermined office for repairs and replacements