Technical Skills


Experienced:

OS X: 10.6-10.11 and Server. iOS 8-9.x troubleshooting and support. HTML and CSS. Adobe CC: Photoshop, Dreamweaver, Lightroom. Corporate software: custom iOS apps, POS and repair/tracking software. MS Office, Service Now, Airwatch MDM.


Knowledgable:

Adobe CC: InDesign and Illustrator. Windows OS: 7,8,10, Server 2012 R2. Red Hat Linux 6, CentOS 6. OS X MDM for iOS devices, Basic networking and DNS. VMware: Fusion, Workstation, ESXi. Steton 360. Salesforce. Mobile carrier portals: AT&T and Verizon. IBM iSeries/AS400.


Experience


9/2015 - Present Service Desk Specialist""Ecolab

Provides enterprise Tier II iOS support for a nationwide field service and management team. Handles technical support and data related needs for a custom built iOS based app that involves data collection, route and account management. Supports a number of integrated software solutions that include Steton 360, Fluix, and Salesforce.

  • Uses Service Now software for all hardware/software issue tracking along with managing a broad range of support requests from phone, email and other sources.
  • Supports technical aspects of iOS deployment with Airwatch MDM and cellular carrier portals.
  • Processes requests that update a number of internal reports, services and compliance
    measurement.

8/2016 - Present Event Day Support Technician""SMG""U.S. Bank Stadium

Technical support for major events at U.S. Bank Stadium.

  • Provides setup, testing and support of all ticketing kiosks and select iPad setups in the stadium.
  • Assists Events Services with audio/visual technical issues.
  • Works with IT staff to prepare and deploy technology solutions as needed.

6/2015 - 8/2015 Techincal Consultant

Provided consulting for a Windows server migration project for a printing industry customer. Worked with existing hardware upgrades to develop a solution that meets the high-availability, backup and disaster recovery needs for the future. Partnered with an additional technical team to provide services for software recommendations and per- form the server data migration. Developed timeline, scope and budgeting for the project. Installed servers and new networking hardware. Set up a base virtual machine and OS con guration required for the migration.


2007 - 2014 Genius""Apple Inc.""Mall of America

Provide world-class technical support for Apple Retail. Work with a full spectrum of customers, from brand new users to Apple support professionals managing deployments of Apple products. Responsible for constant changes in technical knowledge, timely repair skills and continious multi-tasking under a tight appointment system. Continually work with the team on fine tuning empathy skills, patience, and critical thinking. Work closely with the business team helping with technical presentations and provide client training on a range of topics.

  • Consistently recognized for excellence in customer experience surveys/rankings.
  • Mentored Genius staff and provide Family Room training to new Geniuses.
  • Managed daily staffing of the Genius Bar.
  • Experienced with a busy retail environment where the technical team is integral to success of sales, business team, training, inventory, management teams everyday.
  • Expanded skills to be knowledgable with OS X Server, MDM and command line understanding
  • Reviewed Genius staff on a bimonthly schedule with discussions that relate to current performance, issues and concerns.
  • Managed scheduling and staffing of the Genius Bar.
  • Apple Certified Macintosh Technician.

2006 Content Specialist""Hearth and Home Technologies

Responded to image requests for various needs within the marketing department including image editing and conversion. Provided daily updates of multiple websites that are used by partners, builders, and consumers.

  • Provided customer service for digital image-based needs to dealers, small businesses and outside ad agencies.
  • Constructed html pages according to dynamic content needs and style guidelines from mockups.
  • Worked with image-based asset management software.
  • Re-developed a content management matrix for future use.

2000 - 2015 Freelance Web Designer and Digital Imaging

Create custom micro websites that are simple and effective. Provide end-to-end solutions beginning with initial designs and finishing with site administration and maintenance. Worked with a variety of digital imaging services. Responsible for all aspects of the requested project. This included initial client meetings, developing prototype imagery, and final delivery.


Education


1998 - 2000 Master of Fine Arts. The School of The Art Institute of Chicago

Painting and Drawing.

1991 - 1996 Bachelor in Fine Arts. The University of Minesota

Painting and Drawing. Art History Minor


2012 RedHat System Administration I, II. Red Hat Training

2007 Apple Genius Certification. Apple Inc.

Apple Certified Macintosh Technician.

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