Gary Caughron

Experience

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  Apple

  Sept 2011 - Mar 2015

  Mac Genius
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  Tennessee Valley Authority

  Apr 2015 - Mar 2016

  End User Analyst

  • Perform in person/walk-up technical support in a corporate environment• Support all Apple devices and mobile devices: troubleshooting and repairing hardware and software issues, setting up/maintaining corporate accounts via Airwatch/Airwatch Console, assigning/maintaining RSA tokens, administering users accounts for remote access via Citrix, and administering users via Active Directory• Support users with Windows OS and Microsoft Office applications with Windows administrator tools (remote or face to face).• Support executive staff that primarily use Apple devices Show less

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  Apple Inc.

  Apr 2016 - Sept 2018

  Lead Mac Genius

  • Leadership role overseeing approximately 40 technicians in a fast paced environment• Create, edit, and maintain all scheduling for the Genius Bar (technical support) team • Responsible for assuring metric expectations are met consistently as a team (session pace, wait time, appointment on time, net promoter/customer feedback results, session performance) • Consistent feedback and conversations had with team members• Responsible for diffusing difficult interactions with customers and restoring customer faith in brand• Facilitate and be a resource for all training performed by technicians: proctor exams, skills validation, and resource for any complex technical questions • Lead team meetings to discuss new strategies, results, and goals • Innovate to resolve issues experienced during day to day activities: improve workflow of technicians, efficiency of appointments, and improve overall customer experience• Act as liaison between upper management and technicians to help better explain overall goals and metrics• Maintain timeliness providing support for one to few simultaneous customers at the Apple Store Genius Bar; concluding sessions within the 10 or 15 minute allotted time frame. • Support all Apple branded products by troubleshooting networking, operating system, security, and hardware issues. • Provide expert knowledge on Apple hardware and software. • Able to explain technical findings and knowledge in a more user friendly language. • Provide fast and accurate hardware repair services on all Apple Macintosh and iOS devices. • Provide support for third party systems and devices when needed to achieve desired customer experience Show less

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  Oak Ridge National Laboratory

  Sept 2018 - Jun 2022

  • Support both ORNL computer room operators and HPC system engineers by automating process(es), creating knowledge base documentation, and innovating ways to improve workflow• Created ticketing system using JIRA platform to replace previous ticketing implementation: improve ticket creation efficiency, assignment, and reduce user confusion around process• Assist remote HPC teams with server modifications that require hands-on server changes since I remain working onsite (BIOS, power, networking)• Continuing education around Linux Administration, Python, Bash, Ruby, GitLab, and Ansible contributing to team projects at ORNL, gaining certifications, and online learning Show less • Support Oak Ridge National Laboratory researchers and directors with complex technical issues frequently under pressure, while meeting strict deadlines, and maintaining the best end user experience.• Responsible for installing, maintaining, and supporting systems, workstations, mobile devices, printers, and peripherals• Execute management and troubleshooting of devices through Active Directory, JAMF, SCCM, and MDM• Resolve issues related to Mac OS, Linux (Ubuntu/CentOS/RHEL), Windows, networking, software and hardware in person, via phone, chat, and remotely using Bomgar, SCCM, and screen sharing• Subject matter expert and primary technician responsible for resolving escalated complex Apple iOS/Macintosh related issues within enterprise environment• Consistent top performer, closing 10% of all incidents created and assigned while maintaining 100% customer satisfaction• Provide mentorship and training to client services staff in person and by creating and publishing knowledge base articles providing detailed resolutions to complex issues• Remaining available after hours as emergency support personnel for executive staff Show less

  • HPC Linux System Administrator

    Oct 2021 - Jun 2022

  • IT Technologist - Tier 2 & Executive Support

    Sept 2018 - Feb 2022
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  Jamf

  Jun 2022 - Feb 2023

  Technical Support Engineer

  • Serve as an escalation point for other Technical Support roles, provides direct technical support to customers on complex technical issues, and provides technical guidance internally to other Technical Support staff in their troubleshooting• Actively participate in the creation, maintenance, and sharing of technical information related to core Jamf products and supporting technologies• Work directly with customers to troubleshoot, recreate, and/or resolve support issues related to Jamf products and supporting technologies• Conduct technical training on core products and supporting technologies for both internal and external users• Submit and reproduce product issues and feature requests respectively Show less

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  SAS

  Feb 2023 - now

  Cloud Platform Administrator

  • Deliver excellent customer service using a customer first and continuous improvement mindset.• Provide hands-on administration, maintenance, and installation of SAS Enterprise software and solutions.• Provide support for global PSD/Partner delivered batch jobs and automations.• Manage day-to-day work through SAS Cloud ticketing systems using best practices for ticket update quality and frequency.• Use IT Service Management best practices for change, incident, and problem management to meet and support Service Level Agreement requirements SAS Cloud customers.• Create and maintain service documentation including runbooks, knowledge base articles, and wiki content.• Configure, manage, monitor, and debug mid-tier software.• Manage, monitor, and maintain container-based applications deployed in cloud container services.• Develop tools and software to manage SAS and third-party software.• Diagnose, document, report, and resolve system problems.• Work directly with external customers and interface with other support teams and vendors. Show less