Randy Baker

Senior Desktop Support Engineer/Jamf Admin

Cengage Group

02.1999 - Current

Coordinated with systems partners to finalize designs and confirm requirements.
Developed technical designs for customers, consultants and contractors.
Troubleshot potential problems and eliminated before issues escalated or cascaded.
Provide Tier 2/3 technical support for Mac related issues.
Deployed replacement MacOS systems to 200 users and follow-up with user to achieve customer satisfaction.
Integrating Jamf Pro with other systems, Apple Business Manager, Okta, Active Directory, and Service Now.
Testing Software updates, patches, and configurations before deployment
Documented all transactions and support interactions in Service Now for future reference and addition to knowledge base.
Deploying, configuring, and managing Apple devices macOS, iOS using Jamf Pro.
Maintained media presentation equipment and assisted end-users with conference room equipment setup and operation.
Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
Acquired and maintained knowledge of product offerings, current support policies and methods of support delivery to provide technically accurate solutions to users.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
Managing software deployments, updates, and security configurations on managed devices, ensuring they are secure and compliant with organizational policies.
Training other IT staff and end users on the use of Apple devices in our environment.
Assessed system hardware and software and replacing anything over 4 years old.
Identified scope of customer problems and provided operational and technical assistance to remedy.
Documented and updated known fixes in knowledge base for future reference.
Configured and installed computer systems for our sub-organizations.
Removed malware, ransomware and other threats from laptops and desktop systems.
Configured hardware, devices and software to set up workstations for employees.
Keep current with latest Apple and Jamf technologies and best practices.
Strong knowledge of macOS and IOS operating systems and their management in a corporate environment.
Understanding of security best practices and the ability to implement them in the Jamf environment.