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Charles Kenney
Mac, Windows, Linux
Kent, WA, United States
Details
Education:
Computer Science
Butler Community College
2000 : 2004
Computer Science
Kansas State University
1998 : 1999
Butler Community College
2000 : 2004
Computer Science
Kansas State University
1998 : 1999
Experience:
2023 : Present
First Information Technology Services, Inc
Senior Information Security Analyst
• Manage 300+ Macs using the Addigy MDM platform.
• Manage JumpCloud for SSO and macOS/Windows device logins.
• Experience with SOC2 compliance and certification.
• Experience reviewing and implementing MPAA security guidelines, and expanding on that when needed for specific contracts.
• Create or review technology usage and security policy for clients.
• Create and present cybersecurity training to clients & staff.
• Plan, propose, and implement disaster recovery strategies for clients.
• Setup and support work from home.
• Setup, configure, and manage Windows file servers, Active Directory, and group policy for clients.
• Propose and implement file servers, VPN, on site backup, and offsite backup solutions for multiple clients.
• Perform wireless site surveys, recommending and installing replacement or alternative wifi solutions for better office coverage.
• Maintain client and in-house network equipment including switches, cabling, and servers.
• Manage servers and storage running VMware, Hyper-V, Proxmox, Windows, macOS, and Synology.
• Configure and migrate to Office 365 or Google Workspace / G-suite for email from other service providers.
• Create detailed asset, network, system, and configuration documentation for every client, and for IT peers.
• Provide onsite, remote, and phone technical support for clients of varying sizes; using a mix of Mac and Windows systems.
• Monitor client systems for potential issues using the Continuum and Watchman monitoring platforms, correcting hardware or software issues before they impact day to day operations.
• Utilize Freshdesk ticking system for client submitted issues.
2016 : 2023
Progressive Tech
Senior Support Engineer & Sysadmin
• Perform out-of-warranty hardware repair and upgrades on all computers, including but not limited to Apple, Lenovo, HP, Dell, and unbranded custom builds.
• Provide onsite service for networking, installation, troubleshooting, and repair for both Macintosh and Windows machines.
• Perform data recovery on single drives and multiple drive arrays (RAID), for a variety of platforms and formats.
• Research, evaluate, and implement new data recovery methods and technology for the repair team.
• Train other technicians on data recovery for PCs and Macs, general Mac support, troubleshooting, and repair.
• Troubleshoot and resolve software issues, conflicts, crashes, and virus infections on Windows and Mac OS.
• Manage in-house server for file shares, internal wiki, network based user accounts, and network system image deployment for workstations and repaired machines.
• Assist with customer check-ins, answer client questions on the phone and in person about procedure, repair status, and technical issues.
2008 : 2016
Progressive Tech
Lead Mac Tech
Design, develop, and publish iOS applications.
2010 : 2016
FreeFall Software
Developer
• Apple Certified Mac Technician
• Managed and maintained a fast paced, appointment based and walk-in queue for quick in-person technical support and computer repair
• Supervise the Mac Genius Team in providing complete solutions for every customer
• Act as the main point of contact for customer service escalations
• Front line support for escalated technical issues
• Continually maintained or exceeded the company's goal for service part inventory variances
• Lead monthly team meetings
• Evaluate Mac Genius team performance
• Ensure Mac Genius compliance with all AppleCare procedures
• Provide front line technical support at the Genius Bar
• Provide product training for customers
• Repair and troubleshoot Apple products
• Maintain store demo systems
• Work with sales team to ensure product knowledge is current and accurate
2004 : 2008
Apple Inc.
Lead Mac Genius
First Information Technology Services, Inc
Senior Information Security Analyst
• Manage 300+ Macs using the Addigy MDM platform.
• Manage JumpCloud for SSO and macOS/Windows device logins.
• Experience with SOC2 compliance and certification.
• Experience reviewing and implementing MPAA security guidelines, and expanding on that when needed for specific contracts.
• Create or review technology usage and security policy for clients.
• Create and present cybersecurity training to clients & staff.
• Plan, propose, and implement disaster recovery strategies for clients.
• Setup and support work from home.
• Setup, configure, and manage Windows file servers, Active Directory, and group policy for clients.
• Propose and implement file servers, VPN, on site backup, and offsite backup solutions for multiple clients.
• Perform wireless site surveys, recommending and installing replacement or alternative wifi solutions for better office coverage.
• Maintain client and in-house network equipment including switches, cabling, and servers.
• Manage servers and storage running VMware, Hyper-V, Proxmox, Windows, macOS, and Synology.
• Configure and migrate to Office 365 or Google Workspace / G-suite for email from other service providers.
• Create detailed asset, network, system, and configuration documentation for every client, and for IT peers.
• Provide onsite, remote, and phone technical support for clients of varying sizes; using a mix of Mac and Windows systems.
• Monitor client systems for potential issues using the Continuum and Watchman monitoring platforms, correcting hardware or software issues before they impact day to day operations.
• Utilize Freshdesk ticking system for client submitted issues.
2016 : 2023
Progressive Tech
Senior Support Engineer & Sysadmin
• Perform out-of-warranty hardware repair and upgrades on all computers, including but not limited to Apple, Lenovo, HP, Dell, and unbranded custom builds.
• Provide onsite service for networking, installation, troubleshooting, and repair for both Macintosh and Windows machines.
• Perform data recovery on single drives and multiple drive arrays (RAID), for a variety of platforms and formats.
• Research, evaluate, and implement new data recovery methods and technology for the repair team.
• Train other technicians on data recovery for PCs and Macs, general Mac support, troubleshooting, and repair.
• Troubleshoot and resolve software issues, conflicts, crashes, and virus infections on Windows and Mac OS.
• Manage in-house server for file shares, internal wiki, network based user accounts, and network system image deployment for workstations and repaired machines.
• Assist with customer check-ins, answer client questions on the phone and in person about procedure, repair status, and technical issues.
2008 : 2016
Progressive Tech
Lead Mac Tech
Design, develop, and publish iOS applications.
2010 : 2016
FreeFall Software
Developer
• Apple Certified Mac Technician
• Managed and maintained a fast paced, appointment based and walk-in queue for quick in-person technical support and computer repair
• Supervise the Mac Genius Team in providing complete solutions for every customer
• Act as the main point of contact for customer service escalations
• Front line support for escalated technical issues
• Continually maintained or exceeded the company's goal for service part inventory variances
• Lead monthly team meetings
• Evaluate Mac Genius team performance
• Ensure Mac Genius compliance with all AppleCare procedures
• Provide front line technical support at the Genius Bar
• Provide product training for customers
• Repair and troubleshoot Apple products
• Maintain store demo systems
• Work with sales team to ensure product knowledge is current and accurate
2004 : 2008
Apple Inc.
Lead Mac Genius
Company:
First Information Technology Services, Inc
Years of Experience:
25
Spoken Language:
English
Skills
Active Directory, Computer Hardware, Computer Repair, Customer Satisfaction, Customer Service, Desktop Application Support, DNS, Escalation, Google Workspace, Hardware, HTML, Information Technology, iOS, iOS Development, iPhone, IT Hardware Support, JumpCloud, Linux, Lua, Mac, Mac OS, Mac OS X Server, MDM, MySQL, Network Administration, Networking, Office 365 Administration, OS X, PHP, Python (Programming Language), Scripting, Server Administration, Servers, Service Desk Management, System Administration, System Deployment, Technical Support, Troubleshooting, User Documentation, Virtualization, Web Development, Windows, Windows 10, Windows Server
About
Specialties: Mac support and repair, MDM, data recovery, RAID data recovery
Profile Photo
