As a skilled Mac Engineer, I have a strong track record of delivering effective technical support to a range of clients. My expertise includes automating enrollment processes, implementing anti-virus software, and managing network systems and security. I am proficient in utilizing a range of tools, including Mobile Device Management software, firewalls, and endpoint management solutions. In my previous roles, I have successfully led onboarding and off-boarding processes, managed the expansion of new offices, and provided advanced technical assistance. I can work effectively both onsite and remotely and have consistently achieved high levels of customer satisfaction.

Yeremia Reynaldo

CVS Health

Mac Engineer | February 2023 - Present

As a Mac Engineer at CVS, I’m responsible for managing over 10k+ Mac OS devices using Jamf. I work on various projects such as granting local admin rights to users based on their credentials by Bash scripting, creating policies to secure the Mac environment, automating the enrollment process through Jamf Pro, and deploying Jamf Connect to authenticate credentials and ensure synchronization. Additionally, I work with vendors such as Apple, Jamf, and Microsoft to launch or deploy changes effortlessly.

Key Responsibilities and Contributions:

• Manage over 10k+ Mac OS devices through Jamf, ensuring that devices are healthy based on certain criteria.

• Implement certificate-based authentication to allow authorization between 7 different domains.

• Write different Bash scripts to automate our work process, such as updating applications, automating software upgrades, and automating end-user notifications when these applications are installed.

• Implement Jamf Connect across all devices, strengthening identity verification processes.

• Grant local admin rights to users based on their credentials by writing Bash scripts and creating policies to automate the process.

• Create policies to secure the Mac environment, ensuring that devices are in compliance with organizational security standards.

• Automate the enrollment process through Jamf Pro, simplifying the onboarding process for new devices.

• Deploy Jamf Connect to 10k+ Mac users to authenticate credentials and ensure synchronization across devices.

• Work with vendors such as Apple, Jamf, and Microsoft to launch or deploy changes seamlessly.

• Collaborate with a team of three other Mac Engineers to manage the entire fleet of Mac devices at CVS Health

• Develop and maintain documentation related to Mac management processes and procedures.

• Troubleshoots complex technical issues related to Mac OS and Jamf Pro, identifying and resolving problems in a timely manner.

Compass

Information Technology & Operational Support Analyst | August 2022 - September 2023

As the Information Technology & Operational Support Analyst at Spencer Thomas Group, I am responsible for managing and supporting 300+ users globally, solving any technical issues they may have with Windows or Mac devices. My duties include installing and configuring software and computer systems, as well as being the first line of defense for any technical issues related to network, security, hardware, or software.

Key Responsibilities and Contributions:

• Automated the enrollment process for 30 MacOS users using Mosyle, a Mobile Device Management software, to securely monitor and manage all Apple devices that access sensitive business data.

• Implemented Zero-Touch Deployment to reduce time spent on manual work by half and save the company money.

• Created a Self-Service feature in Mosyle that allows end users to install, reinstall, or update applications in a centralized location, preventing them from installing premature applications from the web.

• Upgraded the internal firewall and remotely managed multiple firewalls using the built-in Network Security Manager in SonicWall.

• Installed, configured, and operated network systems, maintained the company's security systems, and provided beneficial technological support to colleagues.

• Implemented BitDefender GravityZone AntiVirus to all Windows devices and resolved any detections.

• Launched new security training courses for 300+ employees using Cyberhoot, a third-party software, to ensure that they meet company standards.

• Created documentation in Confluence for different team members to document technical troubleshooting steps, new workflows, and procedures.

• Piloted the launch of Virtual Desktop Infrastructure (VDIs) for consultants to use Windows 365.

• Tested, evaluated, and made decisions about new technology for the business.

Spencer Thomas Group

IT Specialist | February 2022 - August 2022

Key Responsibilities and Contributions:

• Delivered timely and effective onsite and remote troubleshooting support for 750+ employees and 2 offices, resulting in a 100% customer satisfaction (CSAT) score.

• Led onboarding and offboarding processes, including setting up accounts and hardware and ensuring data removal and security best practices.

• Implemented a KPI Dashboard using Zendesk to provide accurate reporting to management during employee one-on-ones.

• Managed the procurement and coordination of inventory for employee equipment and software across the New England region.

• Led the expansion of new offices and renovations of existing floors, including evaluating and implementing new software, video conferencing, and VoIP solutions.

• Utilized JAMF for Mac endpoint management and Datto Remote Monitoring Management for Windows devices.

• Maintained and streamlined a monthly video stream for company-wide communication, including CEO presentations.

Utilized ZenDesk/Jira to provide 2nd and 3rd-tier support for employees and agents nationally. Configured, maintained, and deployed on-site office networking and printing equipment.

Right Networks

IT Help Desk/Secure Workstation | Dec 2019 - February 2022

Identified and resolved minor and complex technical problems with computer and network systems, including VPN issues. Scheduled and coordinated repairs for computers and peripherals. Provided advanced technological assistance via the IT Helpdesk handset. Configured, formatted, and maintained PC desktops, laptops, and peripheral devices, as well as associated software. Selected as 1 of 5 agents from a pool of 100 applicants for the Secure Workstation role, assisted end users in deploying anti-virus software, backup utilities, and encryption services to protect against threats and prevent attacks. Utilized machine learning technology to recognize potential threats.

Key Responsibility Contributions:

• Improved team and department performance to meet management expectations and industry standards.

• Collaborated with IT team members and supervisors to enhance troubleshooting skills and situation analysis.

• Assisted users with implementing new software and network infrastructure to facilitate a smooth transition to new technology assets and planned operations.

• Delivered troubleshooting solutions to departments and console operators experiencing difficulties with software, hardware, and network connectivity.

• Assisted end users in deploying anti-virus software, backup utility, and service to encrypt local.

  drives.

• Implemented second layer of antivirus protection using machine-learning technology to recognize threats and prevent attacks.

• Became a CrowdStrike Incident Responder, responsible for managing and handling data breaches or cyberattacks.

• Automating Bitdefender Anti-Virus Installation.

• Scripted in PowerShell to simplify Onboarding tasks.

• Trained new team members on department procedures and processes using training documentation.

• Created documentation, classification, and procedures in Confluence.