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Summary

Hailing from the land down under, I am an IT technical specialist with 10+ years of experience providing businesses with friendly and personable support. Managing help desk support teams, systems management and automation are my forte, and I am a firm believer that there is never such thing as a stupid question.

Work experience

IT Manager

Verve, New York
July 2015Apr 2018

Overseeing the company's IT strategy, including managing office IT and help desk needs across all branches nationwide and internationally.

  • Managing a bi-coastal team of IT help desk engineers
  • Directing and delegating all IT operations to meet user requirements
  • Researching and implementing the most efficient and cost-effective technology solutions
  • Lead Engineer for JamfPRO management, including managing automation processes, security policies, remote support and hardware provisioning.

Completed Projects:

  • JAMFPro and Autotask AEM provisioning and roll out across 300+ Mac and PC laptops granting greater visibility and management of assets, company security policy rollouts and automation implementation
  • Upgraded IT network infrastructure and implemented inter-connectivity (VPN) across branches
  • Oversaw technical aspects of branch openings and relocation allowing for a smooth technical transition to new premises 
  • Migrated company wide chat platform from HipChat to Slack

IT Manager

Chip Chick Media, New York
AUG 2013Jul 2015

Managing the company's back-end systems and IT issues, while also providing tech support for the entire staff.

  • Providing technical support for the New York team, as well as international editorial staff.
  • Restructured and optimized the team's in-house IT procedures.
  • Assisting the editorial team with testing new products, apps, and technologies.

IT Technical Support Engineer/Manager

Integr8it, Australia
Jun 2008Dec 2013

Providing managerial assistance to the company's technical, administrative, sales, and management teams.

  • Authored documentation of in-house processes and technical guides.
  • Managed and prioritized support tickets and technician's schedules.
  • Trained staff on in house systems and also provided guidance to trainees. 
  • Closely worked with clients in various size organizations, while being able to create solutions based on their individual requirements.
  • Provided onsite and remote support, including both hardware and software installations and replacements.

Knowledge Area And Technologies

• Technical support and customer care   • Mac OS X / iOS  
• JAMF Pro for Mac •  Windows OS (XP/Vista/7/8/10) 
• MSOffice 2x  (Win/Mac) • Office 365, Azure management 
• Jira/Confluence • MS Exchange 2x, Server/SBS 2x, Active Directory 
Enterprise Internal IM (Slack, Hipchat, Skype, Yammer) • Password Management (Lastpass, Dashlane)
• Remote control tools (Team viewer, VNC, RDP)   • RDP (Win), MS Remote Desktop/RDC/CoRD (Mac), Citrix  
• Kaseya/N-able/Autotask RMMs for Windows  • Terminal environment  

Sharepoint

• Corporate antivirus (Trend Micro, AVG, McAfee, Eset)  
• Citrix administration experience (XenApp/XenDesktop) • Google Apps Administration
• TCP/IP, LAN, WAN, DHCP, DNS, VPN • Basic knowledge of VMware
• Video Conferencing platforms (Zoom, WebEx, Join.Me, UberConference, Highfive) • Backup disaster recovery & tools such as BackupAssist, Acronis & Backblaze

Personal Skills

• Outstanding customer care
• Q
uick learner, proactive individual with the ability to work in a dynamic, fast changing environment
Experience working with high-level executives
• Excellent record of adhering to SLAs and helpdesk deliverables
• Works great in a team and autonomously
• Able to manage customer expectations  
• Highly developed troubleshooting and problem solving skills  
• Fantastic Communication skills with solid work experience dealing directly with end-users  
• Friendly and outgoing personality    
• Passion to explore new technologies
• Fluent in French (written and verbal) 

References

Mailyn Avery, Director of IT and Tech ops at Verve

Chloe has been one of our key IT employees for the last three years. She was initially hired to manage our IT needs at our NY location. We quickly realized her talent and moved her into an IT Manager position, where she delivered spectacular results. She single handedly supported our NYC Sales and Marketing office, while supervising the rest of her team over various geographic locations. Chloe excels at getting projects done right and doesn’t mind rolling up her sleeves for any hands on task, whether that’s during the work week or on a weekend. Her exceptional technical skills, professional experience, and personal qualities will make her a valuable asset to any company and team. She tackles every issue / project with enthusiasm and competence - you can tell that she truly enjoys what she does.

I highly recommend Chloe for any IT position. She will be a key player to any team and beneficial addition to any organization.

chris rucker, network operations manager at verve

I had the pleasure of working with Chloe for over two years. In that time, I watched her grow into management and personally witnessed her passion for all things technical. Regardless of whether the job was large or small, she took care of each with the utmost skill. She directed her department in a professional manner and you could tell she enjoyed passing on her knowledge to those she led. I can say with confidence that she would be a great addition to any team or organization.

Accomplishments And Certificates

Proactive Support Professional Certification - July 2017

Cisco Certified Networking Associate (CCNA) - Jan 2008

Education

Advanced Diploma of Computer System Engineering

Chisholm Institute of TAFE, Australia
Jan 2006Jan 2008

Advanced Diploma of Computer systems Engineering, Computer and Information Sciences and Support Services