TOBY KNIGHTON (214) 405-0498 TKNIGHTON@GMAIL.COM CARROLLTON, TX LINKEDIN

MAC SUPPORT SPECIALIST Supporting Apple hardware and software within multi-billion dollar corporations

Dedicated technical support analyst and systems administrator with proven experience identifying and implementing technical solutions for enterprise organizations. Leverage a background in technical and systems support to improve issue resolution and increase production. Self-starter with the ability to work independently and as part of a team.

Core Competencies

JAMF Casper Certified Administrator Software Packaging & Deployment OS X Server Administration Hardware and software troubleshooting Mac Configuration Active Directory Administration Hardware and software deployment Vendor / Partner Collaboration Cross-Functional IT Environments

TECHNICAL PROFICIENCY

MS Windows XP, Vista and 7, MacOS X 10.6-10.12, MS Office Suite 2003-2016, MS Office for Mac 2004-2016, MS Active Directory, LDAP, Exchange Server, Adobe Creative Suite 6, Adobe Creative Cloud, Adobe Typekit, Adobe Acrobat Professional, Acronis Truelmage, MS RMS, BMC Remedy, Filemaker Pro, Alsoft DiskWarrior, Apple Remote Desktop, LAN / WAN Networking, HP Asset Manager, JAMF Casper Suite, Apache Webserver Configuration, VMWare Fusion

PROFESSIONAL EXPERIENCE

Mary Kay | Mac Support Specialist 2015-Present Daily hardware and software troubleshooting, font management, purchasing suggestions, image management and workstation imaging, hardware and software deployment, creation of SOPs for use by helpdesk personnel and/or end users

JCPENNEY COMPANY | Systems Specialist 2012-2015 Provided daily desk-side support for Mac and Windows workstations, provided troubleshooting for issues with Adobe Creative Suite, MS Office, MS Remote Desktop, network outages, hardware, and operating systems. Managed the inventory and reporting for the Marketing Department.

Consistently achieved resolution of 50% of incidents in 15 minutes by effectively managing and prioritizing tickets.

Achieved top performance across the team by processing and closing more tickets than any other employee.

Managed annual hardware refreshes and a budget of $250K for inventory reconciliation, hardware needs identification, and deployment.

DATA DOCTORS INC. | Technician 2011-2012 Provided repair of desktops and laptops for customers, including troubleshooting, parts recommendation, disk imaging, virus removal, optimization, and maintenance.

Maintained sole management of the store, including opening and closing procedures, performing customer service repairs, and maintenance.

EDUCATION & CERTIFICATION

Bachelor of Arts (BA) in Philosophy, Southern Methodist University

Certified Casper Administrator, JAMF Software