Summary
Desktop and endpoint support lead with 16+ years supporting 500+ end users across retail, enterprise, and multi-site environments. Resolved 700+ incidents in ServiceNow while consistently meeting SLA targets, managed 3,000 Mac devices in JAMF Pro, and led a Windows 11 upgrade for 150+ users. Recovered $380,000 in a single internal software audit. Builds the documentation and training that keep users self-sufficient after a rollout ends, including a 109-page imaging guide written from scratch and delivered through 1:1 sessions. JAMF Certified Administrator and Apple Certified Professional, with Google Cloud Generative AI Leader certification and daily hands-on use of Claude, ChatGPT, and Microsoft Copilot.
Core Strengths
- Apple & Mac Fleet Management: Managed 3,000 Mac devices in JAMF Pro at Macy's, including JAMF Connect deployment, policy creation, legacy software removal, and Adobe Creative Cloud deployment across the fleet. JAMF Certified Administrator and Apple Certified Professional.
- Endpoint Deployment & Device Lifecycle: Led a Windows 11 upgrade for 150+ users and 20+ macOS deployments at RSC Solutions as Apple SME, alongside Microsoft Intune mobile deployment and Windows device compliance management at Hexaware.
- ServiceNow & IT Service Desk: Resolved 700+ incidents in ServiceNow while consistently meeting SLA targets at Hexaware Technologies, identifying recurring patterns to strengthen self-service resources and reduce repeat tickets.
- Training & Documentation: Authored a 109-page MacBook Pro imaging training guide from scratch at RSC Solutions and delivered it through 1:1 training, designed so users stayed self-sufficient after direct support ended.
- Executive & Multi-Site Support: Provided white-glove executive desktop support as a trusted escalation point at NCR, and served as sole on-site IT resource for a standalone location supporting 200+ users with no local backup.
- Cost Recovery & Asset Control: Recovered $380,000 in server product value during an internal software audit by identifying unlicensed and misallocated assets.
- Hands-On AI Platform Experience: Google Cloud Generative AI Leader certified with daily use of Claude, ChatGPT, and Microsoft Copilot, including using Claude Code to independently rebuild and maintain a live production website, real experience directing an AI agent through technical work.
Technical Skills
JAMF Pro
Microsoft Intune (Endpoint & MDM)
Windows 10/11
macOS
ServiceNow
IT Service Management (ITSM)
Okta (user provisioning, SSO, MFA support)
Microsoft 365 (Outlook, Teams, SharePoint)
iOS Support & Deployment
PC Reimaging & Device Deployment
Adobe Creative Cloud Deployment
Jira, Confluence
End-User Training & Documentation
Executive & VIP Support
Escalation Management
Process Improvement
Microsoft Copilot
Claude
Google Cloud AI Tools
Professional Experience
RSC Solutions
09/2024 – 03/2026
Lead Desktop Support
- Led an enterprise Windows 11 upgrade for 150+ users, guiding device transitions and post-migration support to improve adoption and reduce disruption.
- Deployed 20+ macOS devices as Apple subject matter expert, managing device transitions and post-migration support.
- Served as Apple subject matter expert (SME) for device lifecycle and modernization, translating technical requirements into clear guidance for employees and leadership.
- Built standardized procedures, onboarding resources, and support documentation that improved consistency and accelerated issue resolution across the team.
- Independently authored a 109-page MacBook Pro imaging training guide from scratch and delivered it through 1:1 training sessions, designing the documentation to stand nearly independent of direct support after contract end.
Hexaware Technologies
10/2021 – 04/2024
Desktop Support Engineer
- Resolved 700+ incidents in ServiceNow while consistently meeting SLA targets, identifying recurring patterns to improve self-service resources and support efficiency.
- Supported iPhone deployments and upgrades through Microsoft Intune, helping users adopt secure mobile workflows and enterprise productivity tools.
- Delivered event-based technical support and real-time troubleshooting in high-visibility settings, reinforcing user confidence and business continuity.
- Configured and deployed mobile devices in Microsoft Intune and managed Windows device compliance and updates across the supported environment.
- Managed Mac devices in JAMF Pro, including inventory, policy deployment, and OS updates.
NCR
06/2019 – 10/2021
Senior Support Analyst (Lead)
- Provided white-glove executive desktop support across multiple locations and remote environments as a trusted escalation point.
- Served as sole on-site IT support for the photo studio location, independently supporting 200+ users across hardware, software, and network troubleshooting.
- Monitored and tracked client equipment and deployments in JAMF Pro, maintaining accurate asset inventory across sites.
- Managed escalations and served as technical advisor to business leaders.
Macy's
10/2009 – 06/2019
Assistant Manager, Mac Team (10/2015 – 06/2019)
- Managed team coverage across multiple locations, handled escalations, and coordinated purchasing and inventory with a focus on service continuity.
- Built and managed holiday staffing schedules across multiple locations, maintaining zero coverage gaps over 4 consecutive holiday seasons.
- Used JAMF to manage Macs, including deploying JAMF Connect, creating policies to remove legacy software, and testing cache-removal scripts for Adobe and Teams.
- Identified software audit gaps and recovered $380,000 in server product value.
Senior System Analyst (10/2011 – 10/2015)
- Served as subject matter expert (SME) for internal applications and Adobe software.
- Managed 3,000 Mac devices in JAMF Pro and deployed Adobe Creative Cloud across the fleet.
Technical Support Analyst I/II (10/2009 – 10/2011)
- Reduced printer-related complaints through analysis of call types, frequency, and volume, leading to a printer upgrade/replacement project.
- Built new-hire training for incoming technical support staff, standardizing onboarding across the team.
- Tested and piloted JAMF during its initial rollout into the Macy's environment.
Education & Certifications
Bachelor of Science: Computer Science
Western Oregon University, Monmouth, Oregon
Certificate: User-Centered Design (UX/UI)
Parsons School of Design, New York City, New York — 2023
Google Cloud Generative AI Leader — June 2026
Microsoft 365 Fundamentals — June 2025
AI Advantage Bootcamp — June 2026 (Certificate ID 865171, 6 CPD hours)
Microsoft 365 Certified: Copilot and Agent Administration Fundamentals (AB-900) — In Progress
JAMF Certified Administrator (CCA)
Apple Certified Professional
