Erwin Prado

Experience

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  Zynga

  Jul 2017 - Jan 2018

  IT Helpdesk Intern

  -Provide end user support to 1,000+ employees company wide.-Triage, escalate and filter through user request tickets through JIRA ticketing system .-Deploy user mobile phones as well as set up Airwatch enabled company email.-Trouble shoot and mount 2 factor Authentication of Pulse Secure VPN.-Troubleshoot Hipchat issues and escalate to the proper Operations team.-Complete over 30 new hire desk set ups a month while also complete IT onboarding presentation.-Configure Mac Mini IP addresses to connect to assigned VLAN ethernet port. -Troubleshoot Printer connections-Deploy new user Machines and complete clean file transfers for both PC and apple-Completed over 40 PC laptop Shell swaps-Maintained an average score of 4.9 in user satisfaction over a period of 6 months-Ensured user satisfaction by working side by side with them to resolve issues via open communication channels or walk up service. Show less

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  Enovity

  Jan 2018 - Dec 2018

  IS&T Specialist

  -Provide End user support to in house employees as well as remote building engineers across the United States-G Suite Training -IT Software Audit/Tracking- Remote Bomgar Session Troubleshooting-Imaging of New Hire laptops-New Hire Orientation/Desk Set Up-Script Writing and Automation

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  Groupon

  Nov 2018 - Mar 2019

  Desktop Support Analyst Level 2

  • Sorted and organized up to 50 Zendesk user requests based off of difficulty and SLA priority and assigned them to the respective teams.• Oversaw and administered 5,000 Apple machines via HD Admin and JAMF Pro• Imaged 200 Machines over the span of six month’s using JAMF Pro configuration• Encrypted 200 Apple machines through MacAfee EPO and File vault• Facilitated entire office wide move of IT equipment into our new office building and accomplished 300 desk setups for our on site staff• Audited 2,000 machine numbers for company leased assets for return. Show less

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  Metromile

  Mar 2019 - Sept 2019

  Service Desk Engineer

  Resolved 2200+ Helpdesk related issues between our two San Francisco and Tempe Arizona sites.• Created Jira/Confluence knowledgebase runbooks for end users to resolve issues such astransferring over MFA to a new device, Loaner Laptop forms and documentation.• Worked closely with HR to revamp our on and offboard processes. Created new onboarding sheet toget proper information when creating user accounts.• Create up to 3-4 new hire accounts a week via Active Directory as well as provision apps in SSOOneLogin.• Kept inventory and was main point of contact for CDW ordering of all machines, peripherals, monitorsand docking stations.• Resolved Filevault login issue company wide that caused users to be locked out of there user profilesvia JAMF console.• Was sole point of contact for all IT related processes in the San Francisco while maintainingescalation to production and engineering teams who administer all onelogin apps. Show less

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  Optimizely

  Jan 2020 - Aug 2020

  Help Desk Support Engineer

  -Provided remote and in person support for nearly 1000+ users-Manage 500+ machines using Jamf Cloud/AD/Okta management network-Onboard 20+ users a week through custom PowerShell scripting and SaaS-based tech stack -Triage IT tickets through Jira, closing 50-80 per week-Weekly upkeep of SOC2, PCI DSS, ISO27001, Software and Hardware Audits for quarterly and Yearly review

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  DroneDeploy

  Aug 2020 - Sept 2022

  -Full time IT Support of an organization of 200+ users.-Configured Kandji MDM service to all machines in the org.-Managed queue of 10-20 IT Support tickets through JIRA Ticketing System-Cloud Systems Administration via Terraform, GCP, AWS, Kubernetes.-IAM user access management via Terraform in GSuite-Github Team Repository Management

  • IT Engineer

    Feb 2022 - Sept 2022

  • IT Support Engineer

    Aug 2020 - Feb 2022
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  TikTok

  May 2023 - Nov 2023

  Lead IT Specialist

  -Build Out team for IT On Call-Build IT Policy and Procedure for SLA and ticket triage-Resolve 50-70 daily tickets from international and regional clients

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  SkillTree IT

  Dec 2023 - now

  Founder/CEO

  Founder and Chief Officer of SkillTree IT

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  Celigo

  Jul 2024 - now

  IT Administrator