Technology Operations Engineer Resume Harrison Wilkerson Technology Operations Engineer (617) 555-4286 harrison.wilkerson@example.com linkedin.com/example/harrisonwilkerson Cambridge, MA 02139 STRENGTHS Incident Troubleshooting Resolved varied endpoint and access issues independently, then brought in specialists when evidence called for it. Asset Ownership Kept inventory, procurement, refresh, and retirement work connected. Colleagues relied on accurate records during busy hiring periods. Customer Support Turned stressful first day and meeting room issues into clear next steps, helping employees return to productive work. Operational Documentation Captured recurring fixes in practical guides. Those notes gave teammates a steadier path through familiar support problems. Cross Functional Delivery Worked across Workplace, Information Security, Engineering, and remote IT groups, building confidence through consistent follow through. SKILLS Technology Operations Tier 1 Helpdesk IT Asset Management Mac OS Windows Okta Google Workspace Slack Jira Service Management Zoom Office365 Jamf Intune SaaS Administration Network Troubleshooting LANGUAGES English Native 40 Spanish Intermediate 20 MY CAREER 5.8 Years Senior Technology Operations Specialist at HarborPoint Analytics (2.1 Years) Technology Operations Engineer at LatticeWorks Software (2.2 Years) IT Support Specialist at Cedar Bay Digital (1.5 Years) SUMMARY Technology Operations Engineer with six years of corporate IT experience supporting hybrid offices and distributed employees across Mac OS, Windows, SaaS, endpoint, identity, AV, and network environments. Serves as a primary on site escalation resource, balancing responsive Tier 1 Helpdesk service with independent troubleshooting, sound escalation judgment, and customer focused communication. Owns practical ITAM workflows spanning inventory, procurement, stock planning , device deployment, refresh, retirement, and disposal. Administers Okta, Google Workspace, Slack, Jira, Zoom, and Office365, with hands on experience using Jira Service Management , Jamf, Intune, and identity and access management practices. Builds reliable onboarding experiences, documents repeatable support procedures, monitors SLAs, and partners with Information Security, Workplace, and Engineering teams on secure endpoint and operational improvements. EXPERIENCE Senior Technology Operations Specialist HarborPoint Analytics August 2024 - Present Cambridge, Massachusetts Leads local technology operations for a hybrid office , supporting employee endpoints, SaaS access, ITAM, onboarding, AV, security coordination, and occasional EMEA coverage. Serves as a trusted local escalation resource while coordinating distributed IT, Information Security, Workplace, and Engineering partners. Resolved Mac OS , Windows, SaaS, AV, and network incidents as primary on site escalation resource. Owned ITAM inventory, procurement , stock planning, refresh, retirement, and disposal for local employee equipment. Administered Okta, Google Workspace , Slack, Jira, Zoom, and Office365 with least privilege approvals. Prepared endpoints and application access for new hires, reducing first day technology interruptions. Reviewed Jira Service Management SLAs and converted recurring fixes into reusable support documentation. Coordinated endpoint, IAM, AV, and office technology initiatives with remote teams and EMEA coverage . Technology Operations Engineer LatticeWorks Software May 2022 - July 2024 Boston, Massachusetts Supported a SaaS heavy environment for office and remote employees, combining endpoint administration, identity operations, asset lifecycle management, onboarding documentation, AV support , and network troubleshooting . Worked with distributed teams to resolve incidents and improve repeatable service delivery. Diagnosed hardware, software, access, conferencing, and connectivity issues across Mac OS and Windows environments. Managed Jamf and Intune enrollment, security settings, software deployment, refresh preparation, and decommissioning records. Reconciled laptops, peripherals, and meeting room equipment with employee asset lifecycle data. Administered Okta and SaaS access requests through documented identity procedures and security escalation paths. Improved onboarding checklists and device preparation guides for consistent hiring cycle support. Restored Zoom rooms, AV systems, Wi Fi, and endpoint connectivity through documented recovery steps. IT Support Specialist Cedar Bay Digital October 2020 - April 2022 Waltham, Massachusetts Delivered supervised Tier 1 Helpdesk support for corporate users, covering endpoint troubleshooting, account access, collaboration applications, onboarding, asset records, AV systems, and knowledge documentation. Built practical experience with escalation paths, device lifecycle workflows, and customer focused service. Delivered Tier 1 support for Mac OS , Windows , printing, networking, and collaboration tool incidents. Prepared laptops and user accounts for employee starts under senior administrator guidance. Updated issued device, return, repair, stock, and retirement records across asset workflows. Resolved Google Workspace, Office365, Slack, Zoom, and application access requests through defined paths. Supported video conferencing and AV equipment by testing rooms and restoring common failures. Created knowledge base articles from repeated cases for clearer employee and teammate guidance. PROJECTS Hybrid Endpoint Service Refresh 2024 Small operational choices shape employee trust. Consolidated endpoint preparation, enrollment, security validation, refresh, and retirement workflows across Mac OS and Windows support operations. Local Technology Onboarding Workflow 2023 A first day reveals every hidden dependency. Reworked device preparation, application access, orientation guidance, and support documentation for recurring employee onboarding cycles. Meeting Room Reliability Program 2022 A silent conference room can stop a global team. Documented Zoom, AV, Wi Fi, and connectivity recovery steps for dependable office collaboration. LEADERSHIP & AWARDS Recognized by technology leadership for dependable local escalation support and clear cross functional coordination. Selected to coordinate recurring onboarding, endpoint, and asset workflows across office and remote operations. Trusted by peers as a go to resource for SaaS access, AV, and device lifecycle issues. EDUCATION Bachelor's Degree in Information Systems University of Massachusetts Boston GPA: 3.5 2020 Boston, Massachusetts Coursework: Systems analysis, database management, network administration, information security CERTIFICATIONS Microsoft 365 Fundamentals 2022 Jamf Certified Associate 2023 TECHNICAL SKILLS Operating Systems: Mac OS, Windows, AWS Workspace Identity Platforms: Okta, Identity and Access Management, Least Privilege Endpoint Management: Jamf, Intune, WorkspaceONE SaaS Applications: Google Workspace, Slack, Office365 Service Management: Jira Service Management, Jira, Helpdesk Ticketing Video Conferencing: Zoom, Conference Rooms, Video Conferencing Asset Management: IT Asset Management, Inventory, Procurement Lifecycle Operations: Device Deployment, Device Refresh, Device Retirement Network Support: Wi Fi, Network Troubleshooting, Connectivity Security Operations: Information Security, Access Reviews, Security Settings Support Performance: Service Level Agreements, First Response, Full Resolution Documentation: Technical Documentation, Knowledge Base Articles, Support Procedures SKILLS Technology Operations Tier 1 Helpdesk IT Asset Management Mac OS Windows Okta Google Workspace Slack Jira Service Management Zoom Office365 Jamf Intune SaaS Administration Network Troubleshooting PROFESSIONAL AFFILIATIONS Technology Operations community participant focused on service delivery, endpoint support, and practical documentation. Information Security partner contributor supporting access reviews, device controls, and secure operational practices. LANGUAGES English (Native) Spanish (Intermediate) ADDITIONAL INFORMATION Work Status : Authorized to work in United States. No sponsorship required. ADDITIONAL INFORMATION Work Status : Authorized to work in United States. No sponsorship required. REFERENCES AVAILABLE ON REQUEST
  • File
  • Preview
  • Show Styles
  • PDF Download
  • US English
File
Styles Download Buy Log In
Bootstrap
> JP 1 1
PDF Footer and Margins Setup
The margins are applied to the document, and the footer shows up in the preview and the PDF

Footer Font Settings

Are you applying for a specific job
so we can tailor your resume to it? Are you applying for a specific job
so we can tailor your cover letter to it?
Type your details as text to generate a personalized resume Type your details as text to generate a personalized cover letter
Website link found! Ready to create resume from:
Skip this Step
Drag the into the box to verify you're human.
Drop here

My Resumes

Displaying {number_of_files} files (out of {total_of_all_files} total)
Name File Type Last Modified: Description:

Rename File

Filename already exists!

Delete Files

Warning: This action is irreversible. Once you click submit, the files will be permanently deleted.

Heading text
Upload From Computer Upload
Select From Existing
LinkedIn
Drag & Drop files anywhere in this tab, or

Uploaded Files

Delete Name Last Updated Use This File
Select this to use the file for generating your resume and cover letter. Only one source—uploaded file, selected file, or LinkedIn text—can be used.

My Files

Resumes or cover letters you create will appear here. No files available yet.
Delete Name Last Updated Use This File
Select this to use the file for generating your resume and cover letter. Only one source—uploaded file, selected file, or LinkedIn text—can be used.

Add LinkedIn Profile PDF

You can download your LinkedIn profile as a PDF by opening linkedin.com in a web browser, clicking your profile photo, selecting the “More” or “Resources” button, and choosing “Save to PDF.” You can then attach the PDF using the Upload From Computer tab.

Paste Your LinkedIn Profile Text

If you have copied the LinkedIn profile text, paste it below. See how to copy your profile from LinkedIn

Select this to use the LinkedIn profile text for generating your resume and cover letter. Only one source—uploaded file, selected file, or LinkedIn text—can be used.

Try these controls

<
>