Pivotal Labs
IT Application Administrator April 2013 - November 2013

Manage user account creation, changes, and deprovisioning for all hosted applications (Google Apps, OpenAir, ZenDesk, internally-built web applications)

Troubleshoot and escalate system errors and downtime

Research and implement new applications and services used by individual teams and company-wide (Okta, Dropbox for Business, Adobe Creative Cloud for Teams)

Collaborate with Product Managers and Engineers to to integrate hosted systems with internally-built applications

Assess business needs for new processes and incorporate solutions into hosted applications

Script Google Apps management of users, groups, and resources

Design systems and workflows to automate and make hosted systems management more efficient

Pivotal Labs
Sr. IT Support Engineer May 2012 - April 2013

Deliver universal support for 300+ users via ticketing system (Zendesk)

Create/manage all company user accounts (multiple systems)

Allocate workspace & tech resources for SF office (30k sq ft, 136 desks)

Image and deploy all workstations for SF office (company headquarters)

Build and maintain DeployStudio servers & Workstation images

Administer company domain services (GApps: email, calendar, docs)

Plan Hardware and Software procurement

Coordinate office upgrades, maintenance through contractors

Apollo Group
Sr. IT Campus/Division Tech Feb 2012 - May 2012

Fulfilled end-user support to a creative/ marketing team of 250+ users

Organized Active Directory database for user accounts and computers

Diagnosed cross-platform (Mac & Windows) hardware/ software issues

Supported end-users through web-based ticketing systems (HPSM, RT)

Processed and catalogued new hire and termination requests

Office maintenance (user station setups, moves, facilities access)

Serviced HP printing system, office print/ fax/ scan stations

Apple, Inc.
Mac Genius May 2010 - Aug 2011, Oct 2006 - Apr 2008

Engaged customers face-to-face to provide solutions to technical issues

Trained new Geniuses through hands-on mentoring

Guided team members with one-on-one pairing

Created systems to aid in the diagnosis and repair of emerging products

Repaired Macintosh software, hardware issues, customer relationships

Supervised a quickly revolving queue of hardware repairs


UC Santa Barbara
BFA Theatre - Acting


Apple Certified Macintosh Help Desk Technician
(Mac OS, iOS)

Apple Certified Hardware Repair Technician
Desktops, Portables

Mac OS Server Administration
10.6, 7, 8

DeployStudio Server Administration
1+ year

Google Apps Domain Services
1+ year

Bash, Ruby, JavaScript scripting


Available upon request