MARCELINO WYCOCO JR

(650) 892-7522 | wycocomj@gmail.com | San Mateo, CA

HIGHLIGHTS OF QUALIFICATIONS

• Diverse background in customer service hardware repairs and software troubleshooting.

• Experience in systems administration for G-Suite, Slack, JIRA, Jamf, Okta, Duo, Zoom and RSA
• Extensive knowledge in Apple hardware, Lenovo, MacOS, iOS, Windows OS

EXPERIENCE

Hillspire, LLC Helpdesk Support Engineer (June 2021 – Present)

• Collaborating with third party vendors to implement solutions that strengthen our IT business
structure, and improve workflow
• Establishing system policies and configuration profiles amongst multiple Jamf instances to ensure
security and privacy for all company assets
• Creating standard policies and procedures to stimulate team success and effective communication
• Executing office build-outs globally to promote team productivity and collaboration
• Assisting employees across all entities with general support through Salesforce ticketing system

Milestone Technologies Inc. (Lyft / Workday) Technical Field Operator (Feb 2020 – June 2021)

• Supported 300+ executives / employees as the sole TFO for Western Region offices
• Troubleshot complex MacOS and Windows OS issues globally during coronavirus pandemic
while prioritizing support for executives and executive business partners
• Imaged and deployed company assets globally in a timely manner to minimize down time
• Responded to support requests via walk-ups, Slack, Service Now, and Jira ticketing system

Apple Inc. Genius (Nov 2014 – Dec 2019)

• Ensured quality repairs for Mac / iPhone within deadline to meet/ exceed customer expectations
• Mentored/ influenced team members in all areas of the store to promote customer satisfaction and
instill personal growth/ development
• Installed, reinstalled, or erased OS on customer's machines through Apple Network systems to
eliminate software related issues

EDUCATION

San Francisco State University, B.S. (Business Information Systems) Aug 2019 – May 2021
College of San Mateo, A.A. (Business Administration) Aug 2017 – May 2019

CERTIFICATIONS

• ACMT, ACiT, Jamf 100, Mendix Rapid Developer