1. San Francisco – Bay Area 94590 – (925) 435-2506
Skype@ jandjhoytrecycle
jandjhoytrecycle@yahoo.com
www.linkedin.com/in/jasonrhoyt
http://jandjhoytrecycle.wixsite.com/jasonrhoyt
PROFESSIONAL PROFILE
Senior Lead Technical administrator with 15+ years of
experience working directly with customers and user
support: Apple, Windows, Linux, AV and alternative UI
systems; break & fix, upgrade & refresh, hardware and
software support, providing excellent leadership,
outstanding phone presence and communication skills.
Analyst for PLM, SLA & Jr. Technical writer for SOP.
CORE COMPETENCIES
• Technical Expertise & Personal Credibility
• Diagnostic Information Gathering
• Analytical, Conceptual and Strategic
Thinking
• Initiative – Decisiveness – Flexibility
• Establishing Focus & Influencing Others
• Self-Management Competencies
• Detailed and Organized
• Great Oral & Persuasive
Communication
• Motivational & Fostering Teamwork
Support
PROFESSIONAL EXPERIENCE
Williams-Sonoma, inc.
Apple Technician – Upgrade, migration, support & Helpdesk support L2-L3,
San Francisco, CA ~ May 2016 to present
Contract Goal: Companywide Apple-Mac Refresh & upgrade, improve productivity
exponentially, completed 500 systems in less than half of the allotted time for the
contract in addition to heavy L2-L3 support to desktop and Helpdesk internal
support.
Repair, refurbish, upgrade any and all Macintosh Systems in the local environment.
Personalize technical documentation for customer orientation.
Helpdesk support: ServiceNow, casper, Bomgar, Plotter printers, AD, EFI, other UI.
PLM - Inventory usable and unusable assets with tracing locations via IP, MAC,
DNS, etc., replacing and upgrading needed systems as well as on boarding hires.
Recognized mass corporate environment issues, diagnosed- external and internal
conflictions with documentation and presentation, with the equivalent training to
produce quick and proper corporate approved resolution and training to support
and resolve issues at hand.
Salesforce
Senior Provision Lead – Deployments, upgrade, migration, PLC & Desktop support L2,
San Francisco, CA ~ Sep 2013 to May 2016
Permanent position Goal: Analyze, coordinate hardware and software PLC, Lead
lab Technician; analysis different types of reports for correlation of users and
technical devices in the environment to provision, support or disposal.
Provisioning support: refresh, upgrade, replace, improve, refurbish, deploy, reclaim,
manage or overall technical support of Apple, HP/Dell, AV, Cisco, technical vending
machines in addition to supporting internal and external apps,
Coordinate users, techs, outside vendors for Product Life Cycle: beginning to the
end; disposal, donations, redistribute and/or refurbish with a minimal shelf life.
SLA goal reached @99% in my lab, A+ outstanding survey and reviews replies
form user experience in addition to outstanding walk up technical support window.
Technical rewriter, assisted with rewriting the standard operating procedure,
Contract Processing and Procedures and for technical vending-machine system
and support/Training with remote support hardware software and networking.
Walk-up Desktop support: Supportforce, casper, AD, SecurID, peripherals.
AV – Audio / Video conferencing equipment executive support, setup, configuration.
POC: Tech Vending machines set up, support and documentation & assets
disposal.
Xerox Inc.
Customer Service Engineer L3 & Doc-u-Care L2 Technician
Dignity Health locations in the Bay Area ~ San
Francisco, CA ~ Apr 2013 – Oct 2013
Contract Goal: Support (24hr on call), break n fix software,
hardware and network issues, for full assigned territory with
limited support and minimal assistance.
50% increase to contract sales, logistics of product &
maintenance, physical and network locating with server IP
printing, CAD, AD server work, SQL and more.
State Farms Sales Locations
Refresh technician – upgrade, onsite support, documentation.
Aero #31 (Lead, Southern half of Oregon)
Aero #34 (Lead, San Francisco, CA) ~ Apr 2012 – Mar 2013
Contract Goal: Upgrade - Servers, network, NAS, routers,
desktop, laptops, UPS and printers.
Support, script writing, repair, replace and train
associates/users with new systems, programs/ operations
and logins.
Expert wire management IDF racks and outstanding
documentation and technical writing for other non-technical
reps.
Les Schwab Corporate IT Department
Refurbished technician printer repair, Call support (House calls)
Prineville, Oregon & 75% travel to other Oregon area (Jr. PM -
same contract) ~ Apr 2011 – May 2012
Contract Goal: Refurbish to component level repair,
breakdown, Sonic scrub/ physically clean all parts with soap
and water, repair, rebuild and reconfigure for new
preassigned location. Received inventory, warranty
exchanges, Cisco Systems, scripts and drivers, extensive
foam packing system.
Equipment refurbished daily: 5-9 HP printers, 2-4 All-in-one
Brother printers, as well as 2-3 Zebra printers each day,
network and other odds & ends - (dot matrix's, testing new
printers and more as needed)
CERTIFICATIONS AND EXPERIENCE BREAKDOWN…
Macintosh - Apple experience – 25+ years (Advance software and hardware
support / diagnostics MRI and repair) Pending ACMT and ACiT certification
Windows experience – 25+ years (Basic to advance support, VM and server OS)
A+, Pending MCSA and HDI certification
Linux Ubuntu – 5+ years (Basic to intermediate support)
Desktop support and call center support – over 12+ years (remote and in person)
JavaScript, ActionScript and Shell script –7+ years (Basic to intermediate level)
Light experience with: Perl or Python, AppleScript, PHP and shell script.
Ticketing system: Supportforce, assetforce, servicenow, Zendesk, osTicket
Repair and troubleshooting – 10+ years (system board
component level repair to software debugging)
Casper, Jenkins, SSH, Octopus, MDT, Acronis Imaging tools,
configuring and refresh assets for end users or other– 7+
Management and lead – 8+ years (recruiting, interview,
onboarding and releasing)
AD, Cisco, SQL and other database – 10+ years (users and
assets/ components - adding, editing and removing profiles)
Working on my: PMP, Apple (ACSP, ACTC) and Microsoft
(MCITP, MCTS)