Jack LaRocca

Experience

• 

  California State University San Marcos

  Jan 2011 - Jun 2012

  Desktop Support Technician

  - Provided Tier III support for Mac and PC technical issues arising throughout the campus community, including but not limited to: responding to lab calls escalated from Tier I or II support, providing technical support during campus events, and working with faculty, staff and students on a case-by-case basis to accommodate any technology needs or issues in a timely manner- Extensively used Apple’s DeployStudio and Symantec’s Altiris Deployment Solution 6.9 to deploy, configure, manage and maintain 1,500+ Mac and PC systems, while simultaneously documenting, monitoring, and updating trouble ticket status through the Altiris Helpdesk and Symantec ServiceDesk ticketing systems- Ensured that all computers receive appropriate technical support and software installations, including but not limited to: image deployment, annual computer refresh, special requests, and ongoing system maintenance and support throughout the entire campus- Worked in a four to six man team and communicate effectively to distribute workloads and coordinate support in an enterprise environment- Also, worked as a technician for the “RTU” program, which distributes, supports, and tracks used computers out of warranty for the campus faculty and staff Show less

• 

  Delta RV & Boat Storage

  Sept 2012 - Dec 2014

  Manager - IT Specialist

  - Present and authorize lease agreements to new customers - First responder to any customer service based issues- Professionally resolve any customer service based issues between the company’s customers with the goal of pleasing them in any circumstance- Maintain IT devices including IP based surveillance systems, bookkeeping software including Quickbooks, and websites/social media- Tend to customer requests involving trailer retrieval and overall trailer maintenance evaluation- Routine onsite maintenance involving irrigation systems, surveillance cameras, PVC & copper plumbing, electrical systems, cyclone fencing, HVAC experience- Routine preventative maintenance Show less

• 

  Intuit

  Dec 2014 - now

  -Provide IT support at Intuit HQ located in Mountain View, CA-Environment is roughly 40% Mac users 60% PC Users-On-boarding subject matter expert and lead for IT orientation sessions involving new hire computer configuration-Collaborate with Hiring Managers, HR Specialists, Recruiters, and Occupancy Planning when on-boarding large groups of employees including Intuit's summer intern program. The summer program involves configuring 200-300 laptops over a 3 month period, guiding users through initial configuration, and ensuring a complete desk setup on day one of employment.- Work with multiple technologies such as Office 365, on-premise Exchange, Active Directory, Exchange Management Console, Citrix, Google Apps, CrashPlan, RSA and Quest Defender VPN, Symantec Anti-virus, and ServiceNow- Configure and maintain Windows/Mac servers for various projects including: imaging laptops, remote data storage, PXE boot for Windows imaging, and distribution of patches/updates to Lenovo laptops. -Provide support for on site and remote employees using Citrix environments, VDI machines, and Avaya/Cisco telephony-Setup and maintain shared mailboxes/distribution lists in Exchange -Distribute and patch software using Casper and LANDesk technologies Show less

  • Senior Software Engineer

    Nov 2023 - now

  • Senior Software Engineer

    Aug 2022 - Nov 2023

  • Systems Engineer

    Jan 2019 - Aug 2022

  • Service Desk Analyst III

    Jul 2017 - Jan 2019

  • Service Desk Analyst II

    Dec 2014 - Jul 2017