Jonathan De Lara
A proven IT Support Analyst and documentation geek with over 7 years of professional experience resolving support issues across various problem spaces.
Jonathan is passionate about educating and empowering users through well-written knowledge base articles, as well as providing work transparency and accountability to promote the credibility of the IT department throughout the organization.
Skills
- Active Directory
- Microsoft Print Server
- DNS
- DHCP
- Atlassian
- G Suite
- Bettercloud
- Slack
- Jive
- Lastpass
- Duo Security
- Onelogin
- Identikey
- Bomgar
- Pagerduty
- Adobe Creative Cloud
- Deepfreeze
- SCCM
- Jamf Pro
- FOG
- Clonezilla
- Javascript
- Python
- Linux
- Windows
- macOS
- Powershell
- Bash
- Git
Experience
Selected Highlights
■ Developed and deployed a Slack chat bot leveraging Natural Language Processing that automated responses to common IT questions, reducing time staff spent responding in the IT support channel, and increasing productivity often lost to frequent context switching
■ Performed audit on existing VoIP service that resulted in company savings of over $12,000 per month
■ Orchestrated the configuration and deployment of multiple large scale printer fleet roll outs
IT Support Analyst
Resolution of Tier II and III Mac/Windows hardware and software issues for over 2,500 users across 24 offices globally
■ Administrator of the following: Windows Server; Amazon Web Services; G Suite; Bettercloud; Slack; Jive (VoIP); Lastpass; Duo Security; Onelogin; Identikey; Bomgar; Confluence; Jira; Pagerduty; Adobe Creative Cloud for Enterprise; Deepfreeze
■ Resolved average of 450-500 tickets per quarter in ServiceNow
■ Resolution of Mac issues involving but not limited to: Login and local items keychains; sudo/admin permissions; computer startup; displays; missing profiles; Bluetooth and WiFi; Active Directory password sync; Time Machine backups; macOS updates and upgrades; SMC/NVRAM resets (for low level hardware/software related issues); hardware upgrades; software updates
■ Leveraged Jamf Pro for Mac software and OS deployments, device management, app management, inventory, user self-service (software/printer installation), and security
■ Empowered users by consistently creating/updating knowledge base documentation
■ Created/updated resource policies and roles on Juniper SSL VPN appliance
■ Modified port/vLAN configurations on Juniper switches
■ Trained new IT support staff
■ Point of escalation for Tier I and II support staff
IT Associate Desktop Analyst
Resolution of Tier I and II Mac/Windows hardware and software issues for over 1,500 users globally
■ Imaged Windows machines using SCCM/FOG/Clonezilla, and macOS machines using Jamf Pro (Casper Suite)
■ Created and maintained users, user groups, security groups, and computer objects in Active Directory
■ Performed termination procedures to remove account access for exiting employees
■ Assisted with A/V support for conference room presentations and recordings
■ Acted as company’s primary frontline support for the following live events: PAX Australia 2013, PAX East 2013, and League of Legends Copa Latinoamérica 2014
Player Support Technician
Technical support for League of Legends global player base in the most player-centric way possible
■ Resolution of issues preventing players from running the League of Legends game
■ Collaborated with other members of Player Support to discuss emerging issues and solutions
■ Assisted with the Tribunal, which attempted to reform players that exhibited toxic behavior in-game
■ Recognized for having highest player satisfaction rate on tech team on multiple occasions
