Technical Consultant MDM

Served as Subject Matter Expert for macOS, providing advanced technical escalation support and ensuring timely resolution of complex user issues. Led application packaging and deployment using scripting, VPP, and JAMF. Managed macOS vulnerability lifecycle with Rapid7, Panacea, and JAMF integration. Deployed and maintained configuration profiles enforcing security and compliance policies. Authored technical documentation and process guides. Oversaw escalated support tickets via Self Service.

Provided 4th line SME support managing JAMF estate. Led design and execution of workflows for security and system changes. Managed endpoint security policies using JAMF, inTune, Okta Verify, and other tools. Monitored access controls and mitigated security risks. Managed patching and application deployment. Created design documents and knowledge base articles.

Provided technical expertise overseeing end-to-end projects. Implemented conditional access for MacOS and iOS devices. Led application deployment via Self Service and Auto deploy. Collaborated with cybersecurity teams to enforce security policies. Managed application packaging and test case development. Led team to meet project targets using Azure DevOps. Provided escalation support for Workspace One. Developed comprehensive test plans covering UAT to production.

Served as JAMF subject matter expert managing Apple devices and JAMF estate. Collaborated with IT security to remediate vulnerabilities. Managed application deployment and packaging. Led Proof of Concept projects including Just-In-Time Admin and Zero Touch Enrollment. Managed third-party application patching and integration with Intune and Okta. Led transition from JAMF to Kandji MDM and vendor management.

Provided senior-level support for Mac and Windows users globally. Managed device deployment via JAMF and InTune. Created and managed AWS S3 buckets linked with Aspera. Facilitated global team collaboration and ticket management via Zendesk. Implemented storage solutions for production. Led support engineering for feature productions. Managed IDM accounts and integrated inTune with Azure AD. Oversaw QTake and QTake Server with Moxion integration.

Provided third-line support for Mac, Windows, and Chromebook users. Delivered remote support via Zoom, Meraki, and Slack. Managed Macs through JAMF and scripting. Formulated JAMF policies and resolved related issues. Led a team of 6 in L2 support with ticket assignments and escalations.

Provided technical leadership and tier 3 support for Mac users. Delivered remote support via Cisco WebEx and Teams. Managed Mac devices through JAMF and scripting. Formulated JAMF policies and collaborated to resolve issues.

Contributed to 2nd and 3rd line helpdesk and remedy implementation. Managed user accounts and groups via Active Directory. Ensured SLA compliance and drove process improvements. Monitored Anti-Virus, Patch Management, and Hard Drive encryption. Drafted technical instructions improving user experience.

Provided technical support by testing bespoke software and using SCCM for software installs. Delivered application support for in-house staff and clients. Drafted technical instructions enhancing user experience.

Provided level 2 support for EMEA region. Escalated issues from L1 support. Managed SLAs using ServiceNow. Provided application support for Zoom, Slack, Office365. Managed application deployment and enrollment with JAMF. Supported identity management with Google Workspace.