Resume

Summary

IT Engineer with 7+ years of experience in high-growth environments. Deep expertise in macOS endpoint management, Google Workspace administration, and identity & access management (Okta, SSO, MFA). Proven track record automating onboarding/offboarding, scaling IT operations, and building systems that prevent issues at the root.

Skills

Experience

Senior IT Engineer — RapidSOS

January 2025 – Present · New York, NY (Remote)

• Primary systems administrator for 50+ SaaS applications and 300+ employees across macOS, ChromeOS, iOS, Android, and Linux
• Designed and executed zero-downtime migration from Microsoft 365 to Google Workspace, consolidating multiple tenants, reducing costs, and streamlining company-wide adoption
• Scaled identity and access operations using Okta: automated onboarding, offboarding, and role-based permissions via SSO, SCIM provisioning, and lifecycle workflows — reducing manual effort and security risk
• Managed MDM environments (Kandji, Intune): device enrollment, configuration profiles, policy enforcement, and compliance across macOS and mobile endpoints
• Owned software evaluation, license procurement, vendor negotiations, and asset management

IT Engineer II — RapidSOS

January 2022 – January 2025 · New York, NY (Remote)

• Authored and maintained internal documentation including runbooks, how-to guides, and knowledge base articles to enable user self-service and standardize IT support processes
• Identified recurring support patterns and drove systemic improvements: automated user management scripts in Bash, reducing ticket volume and resolution time for routine lifecycle tasks
• Administered Slack workspace including channel management, permissions, integrations, and troubleshooting for 300+ users

IT Technician — RapidSOS

September 2021 – January 2022 · New York, NY (Remote)

• Delivered Tier 1–3 technical support for 200+ users across hardware, software, and account issues, prioritizing first-contact resolution
• Optimized ticket queue management using Zendesk and Jira Service Desk, reducing mean response and resolution times
• Cut MDM costs by migrating from Jamf Pro to Kandji and introduced Snipe-IT for asset management
• Strengthened security posture by resolving Okta and MFA issues and auditing inventory against budget and hiring plans
• Acted as technical liaison with vendors to escalate complex issues, negotiate improved SLAs, and manage long-term contracts

Genius (Senior Tech Support) — Apple

May 2018 – September 2021 · New York, NY

• Delivered expert technical support for macOS, iOS, iPadOS, and watchOS — achieving 90+ NPS with 95% same-unit repair rate
• Supported 3–4 customer sessions per hour, consistently diagnosing root causes and recommending the right resolution path
• Mentored team members on Apple hardware and software, improving team-wide mean time to resolution

Advanced Repair / Consultation Agent — Geek Squad

August 2016 – May 2018

• Diagnosed and resolved hardware and software issues, maintaining a 95%+ repair rate
• Advised customers on technology solutions as technical SME, contributing to in-store sales and service quality

Education & Certifications

B.S. Computer Information Systems — CUNY Lehman College, Class of 2017